Complaints Procedure for Business Waste Removal East Ham
This Complaints Procedure explains the process for raising concerns about our commercial waste services, including Business Waste Removal East Ham and related commercial rubbish collection activities in the area. The purpose of this procedure is to ensure that every complaint is handled fairly, consistently and promptly. It sets out who may complain, how complaints are received, how they are investigated and the expected timescales for resolution. Our aim is to address issues and improve service delivery without delay.
The scope of this policy covers all aspects of our business refuse collection and commercial waste disposal operations, including missed collections, damaged property, incorrect billing related to waste services and any conduct issues involving operatives. Complainants can include business customers, authorised representatives of a company, property managers and authorised third parties acting on behalf of a business as long as authority is confirmed. This policy applies to contracted waste removal services and ad hoc commercial clearances.
How to raise a concern: Complaints should be submitted in writing or via the account communication channels provided at the time of service agreement. When lodging a complaint please provide the account reference (if available), date and time of the incident, location or premises affected, a clear description of the issue and any supporting evidence such as photographs. We encourage customers to include the preferred outcome or remedy sought. Complaints that require urgent attention should be clearly marked so they can be triaged faster.
On receipt, every complaint is logged and allocated a unique reference number. You will receive an acknowledgement within three working days confirming receipt and the name of the person handling your case. That acknowledgement will indicate the expected timescale for a first response and, where possible, an initial plan for investigation. If additional time is required because of the nature of the matter, we will communicate this and explain why a longer investigation period is necessary.
Investigation steps typically include:
- Review of job records, route logs and operative reports;
- Examination of any photographic or documentary evidence provided by the complainant;
- Interviewing staff or third parties where appropriate;
- Site visits when necessary to verify damage or loss.
Outcome options: Following investigation, a complaint may be upheld, partially upheld or not upheld. Remedies available can include practical corrective action (such as re-collection of missed waste), review and correction of billing, written apologies where conduct fell below expectations, and proposals for operational changes to reduce recurrence. Where compensation is considered appropriate, it will be assessed against company policy and applicable law. Decisions will be communicated in writing and will include the rationale and any remedial actions to be taken.
Escalation and Review
If a complainant is dissatisfied with the initial outcome, they may request an internal escalation. The escalation will be reviewed by a senior manager who was not involved in the original decision.Internal appeal
The internal appeal will re-examine the evidence, the investigation process and any conclusions drawn. The appeal stage is intended to be the final internal stage and will provide a clear explanation of findings and the final position.We treat confidentiality seriously. Complainant details and case records are handled in accordance with data protection obligations and are only shared on a need-to-know basis within the business or with third parties where consent or legal basis exists. Personal information will not be disclosed unnecessarily. Case files are retained for a period consistent with regulatory and contractual record-keeping requirements and are used to inform service improvement.
Continuous improvement: All complaints are recorded and analysed to identify trends and root causes. Common categories such as missed collections, vehicle-related damage, site access problems or operational errors are monitored and used to update training, revise procedures and improve route planning. Regular audits and performance reviews ensure corrective measures are implemented and their effectiveness tracked over time.
Final steps and external options: If, after exhausting our internal complaints process, a complainant remains dissatisfied, information will be provided on the availability of independent or regulatory bodies that oversee commercial waste and environmental services. This may include industry ombudsmen or relevant regulatory organisations where applicable. Such escalation options, when relevant, will be described in the final response so the complainant understands the remaining avenues for review.
Timeframes: We aim to resolve most complaints within 15 working days of acknowledgment. Complex matters may take longer; where that is the case we will provide regular progress updates. Records of all communications, findings and resolutions are maintained so that repeated issues can be tracked and prevented.
Review of this policy: This complaints procedure is periodically reviewed to reflect changes in regulation, operational practice and customer needs. The review process considers complaint volumes, the effectiveness of remedies offered and lessons learned. Business waste removal providers and clients are encouraged to familiarise themselves with this procedure so expectations around complaint handling are clear and consistent.
