Complaints Procedure for Business Waste Removal Surbiton
This Complaints Procedure explains how we handle concerns relating to business waste removal services. It applies to all commercial waste contracts, ad-hoc collections and ongoing service agreements for businesses that use our commercial waste removal in Surbiton and nearby areas. The aim is to provide a fair, consistent and transparent route for reporting problems so that issues are resolved efficiently and lessons are learned. This document is a formal policy statement and should be read as part of our terms of service and customer care obligations.
Our complaints policy covers the full range of commercial waste services, including scheduled refuse collections, bulky item removals and recycling management for workplaces. It is intended to be proportionate and accessible: whether your issue concerns missed collections, vehicle-related incidents, incorrect invoicing or perceived breaches of contract, the procedure below sets out the steps we will take. We refer to both "business rubbish removal in Surbiton" and broader "Surbiton commercial waste services" to reflect typical service descriptions without altering legal obligations.
How to raise a complaint: you may notify us by the channels set out in your service agreement. When making a complaint, please provide clear information about the incident or ongoing concern, including the date, time, service reference where available and a concise description of the outcome you are seeking. Providing photographic evidence, crew details or vehicle identifiers where relevant will help us investigate promptly. We ask that complainants be factual and avoid abusive language; persistent or malicious complaints will be handled under our abuse policy.
Acknowledgement and Initial Response
Upon receipt of a complaint we will acknowledge it in writing within a defined timeframe. The acknowledgement will confirm the complaint reference and provide an estimated timescale for a substantive response. For most business waste removal matters we aim to provide an initial substantive reply within 10 working days; complex matters may require a longer period while we gather information. During initial contact we will advise whether further information is required and identify any immediate safety or environmental risks that need urgent action.
Investigation: a designated complaints officer will carry out a proportionate investigation. This may include reviewing collection logs, CCTV or vehicle telematics, interviewing crew members, and checking contractual terms. We will treat commercially sensitive information with confidentiality and in accordance with data protection obligations. The investigation will be objective and aim to establish the facts and, where appropriate, the root cause of the failure in service delivery.
The outcome of the investigation will be communicated in writing. Possible outcomes include an explanation of events, a formal apology, corrective action such as an additional collection or scheduling change, and where applicable a financial adjustment or credit. We recognise that different remedies will be appropriate to different situations and will consider proportional remedies to address the actual loss or inconvenience experienced by the business.
- Immediate remedial action where safety or environmental harm is evident
- Operational corrections to prevent recurrence (training, route adjustments)
- Financial adjustment or compensation where service failure resulted in quantifiable loss
Escalation, Record Keeping and Review
All complaints will be recorded and retained in line with our records retention policy. Records will include the complaint details, investigation notes, correspondence, findings and remedial actions. We will also log any systemic issues identified and monitor trends to support continuous improvement. Personal data will be handled under applicable data protection rules and access to records will be restricted to authorised personnel only.
Escalation: if the complainant is not satisfied with the initial response they may request escalation within the organisation. An independent senior manager who was not involved in the original investigation will review the case and issue a further response within a published timescale. If the escalation does not resolve the matter, the complainant will be informed of any external review mechanisms that may be relevant to their case, subject to the terms of their service contract and regulatory frameworks.
Continuous improvement: complaints are treated as an important source of operational learning. We will review upheld complaints to identify corrective actions, update training where necessary and adapt our operational controls to reduce recurrence. Periodic summaries of complaint trends will be used to inform senior management and to support service quality initiatives. This procedure is kept under review and will be updated to reflect legislative changes, best practice and feedback from stakeholders.
Final provisions: this complaints procedure is part of our overall service governance and does not override contractual terms or statutory rights. It is intended to complement contractual dispute mechanisms and to provide an accessible path for resolving non-contractual service concerns. We are committed to handling complaints fairly, promptly and transparently and to using the outcomes of complaints to improve our commercial and business waste removal operations.
Scope reminder: this policy applies to all business clients receiving commercial rubbish collection and waste removal services. Where separate contractual escalation or dispute resolution clauses exist, those provisions remain binding; this complaints route is an additional internal process designed to secure timely and proportionate remedies.
Review cycle: this procedure will be reviewed periodically to ensure it remains effective and legally compliant. Records of reviews and amendments will be maintained as part of our governance documentation and used to inform staff training, operational changes and service-level improvements.
