Complaints Procedure — Business Waste Removal Marylebone

Scope and purpose. This complaints procedure sets out how organisations using our business waste removal Marylebone services, including commercial waste collection and rubbish disposal for offices and shops, may raise concerns and expect them to be handled. The aim is to provide a clear, fair and prompt process so that issues are resolved efficiently and lessons are identified to improve service delivery. All complaints received are taken seriously and processed impartially.

Who may complain and what to include. Any client or authorised representative who receives commercial waste collection, couriered waste removal or rubbish clearance services from us may submit a concern. A formal complaint should include the date, location of service provision, a clear description of the issue, and any relevant reference numbers or documentation. Please note that this policy covers complaints about service performance, missed collections, damage attributable to our operations and conduct of personnel, but not contractual negotiation or pricing disputes which are dealt with separately.

Initial acknowledgement and eligibility check. On receipt of a complaint, we will acknowledge it in writing within three business days and perform an eligibility check to identify whether it falls within the scope of our complaints procedure. If a complaint is not eligible, we will explain why and, where appropriate, direct the complainant to the correct process or external regulator. If further information is required, the complainant will be informed promptly and given reasonable time to supply it.

Investigation and timescales

Following acknowledgement, a designated complaints officer will be allocated to lead an investigation. The investigation will be proportionate to the complexity of the issue and may include review of records, CCTV where applicable, interviews with staff and site inspections. We aim to complete straightforward investigations within 15 working days. For more complex matters a longer timescale may be required, but the complainant will be kept informed of progress and an expected resolution date.

Principles of investigation. Investigations adhere to the principles of fairness, transparency and confidentiality. Evidence will be examined objectively and all parties will have an opportunity to present their account. Records of the investigation, findings and decision rationale will be retained securely in line with our data retention policy. Throughout, we will protect personal information by applying appropriate privacy safeguards and minimising disclosure to those with a legitimate need to know.

Possible outcomes and remedies. Where a complaint is upheld or partially upheld, remedies may include a formal apology, corrective action such as re-scheduling a missed collection, a waiver of charges where appropriate, or practical steps to prevent recurrence. Remedies will be proportionate and aimed at addressing the complainant's loss or inconvenience. If a complaint is not upheld, a clear explanation of the findings and the reasons for the decision will be provided.

Escalation and independent review

Where a complainant remains dissatisfied after our internal process, they may request an escalation. An internal review will be undertaken by a senior manager who was not involved in the original investigation. If the matter still cannot be resolved, information will be provided on the availability of any relevant independent ombudsman or regulatory body that oversees waste management and commercial service standards. Escalation routes are subject to the jurisdiction of external bodies and their eligibility criteria.

Recording, learning and continuous improvement. All complaints are logged and analysed to identify trends and systemic issues in our commercial waste removal and rubbish clearance operations. Lessons learned feed into staff training, operational changes and service-level reviews. We use secure, auditable records to monitor performance against service standards and to demonstrate compliance with legal and regulatory obligations related to waste handling and disposal.

Confidentiality, impartiality and monitoring. Complaints will be handled confidentially to the extent permitted by law. Investigations are conducted impartially and in good faith. Complaints statistics and outcomes are reviewed periodically by senior management to ensure that our business waste collection and removal services continue to meet contractual commitments and statutory duties. This procedure is reviewed regularly, and updates are communicated internally to maintain high standards of customer care and operational compliance.