Complaints Procedure for Business Waste Removal Euston

Our business waste removal complaints procedure outlines how concerns about commercial waste collection and rubbish removal services are handled. This policy applies to complaints relating to service delivery, missed collections, health and safety breaches, contaminated loads, and alleged non-compliance with waste regulations. It is intended to be clear, proportionate and accessible while ensuring that all issues are investigated thoroughly and impartially. The procedure ensures fair treatment of complainants and staff and provides transparent timescales and potential remedies for legitimate complaints.

Scope and Principles

The scope covers rubbish removal Euston operations, including skip hire, trade waste collection, and disposal arrangements in and around the service area. Our principles are impartiality, confidentiality and promptness. We treat complaints as opportunities to improve service standards and to ensure legal compliance. Complainants can expect acknowledgement, investigation, findings and, where appropriate, remedial action. All complaints will be recorded in our central complaints register to enable trend analysis and continuous improvement.

What Constitutes a Complaint

A complaint is an expression of dissatisfaction about the manner in which business refuse disposal or commercial waste collection was provided. Examples include:

• Missed or delayed collections;
• Improper disposal or environmental concerns;
• Damage to property during collections;
• Alleged breaches of licence or permit conditions;
• Poor conduct by staff or contractors.

How Complaints Are Received and Acknowledged

Complaints may be submitted through the channels advised by the company in service documentation. On receipt, complaints are logged and assigned a reference number. An initial acknowledgement will be issued promptly and will set out the name or role of the person carrying out the investigation and an expected timeframe for response. The acknowledgment will also inform the complainant of their right to escalate the matter internally if they are not satisfied with the response.

Investigation Process

Investigations are conducted by qualified personnel who were not directly involved in the incident where practicable. Investigators will gather relevant evidence, which may include route records, vehicle and load documentation, CCTV where available, staff statements and any photographic evidence supplied by the complainant. Investigations will be proportionate to the seriousness of the complaint. We will consider regulatory requirements and contractual obligations when assessing the facts.

The timescale for investigation and response will vary by complexity: straightforward matters are typically resolved within 10 working days, while more complex cases may take up to 20 working days or longer where third-party information or regulatory liaison is required. Delays will be communicated and justified to the complainant.

Resolution and Remedies

When a complaint is upheld, remedies may include corrective operational action, reimbursement or credit where appropriate, disciplinary steps for staff, retraining, or changes to operational procedures. Remedies are designed to be proportionate and aimed at preventing recurrence. Where the complaint involves environmental harm or regulatory breach, the matter will be escalated in line with statutory obligations.

Escalation and Internal Review

If the complainant is dissatisfied with the outcome, an internal review may be requested. The review is conducted by a senior manager who was not involved in the original investigation. The reviewer will re-examine the evidence and the rationale for decisions and will provide a final internal response. The internal review will normally be completed within 15 working days of the request.

External Remedies, Recordkeeping and Confidentiality

Where internal resolution is exhausted and the complainant remains dissatisfied, escalation to the relevant regulatory authority or an independent dispute resolution body may be available depending on the nature of the complaint and applicable law. The organisation retains all complaint records for a minimum period consistent with regulatory and legal obligations to allow audit and regulatory inspection. Personal data within complaints is handled in accordance with data protection legislation; access to sensitive information is limited to those with a demonstrable need to know.

Continuous improvement is central: complaint trends are reviewed periodically to identify systemic issues and to implement corrective action. This procedure is reviewed and updated as required to reflect changes in regulatory requirements, operational practice and statutory duties. Commitment to lawful, safe and professional waste management underpins our approach to resolving disputes.