Complaints Procedure — Business Waste Removal Chessington

This complaints policy sets out how clients of our business waste removal Chessington services can raise concerns and what to expect when a formal complaint is filed. It applies to all commercial rubbish removal in the service area and to any work undertaken under contract for clients, including routine business waste collection Chessington and ad hoc commercial waste disposal engagements. Our aim is to resolve issues fairly, promptly and transparently.

Scope and principles

We operate under clear standards of service delivery and legal compliance. This procedure reflects those standards and embodies our commitment to accountability. Complaints may relate to missed collections, unsafe practices, damage, billing disputes or failure to meet contractual terms. Not every query constitutes a formal complaint; however, where dissatisfaction remains after initial contact, this document explains the formal steps you may take.

How to raise a concern

Step one: Notify the client-facing operative or account manager verbally at the time of the service issue where possible. Step two: If the matter is not resolved within 48 hours, submit a formal complaint in writing by the preferred channels provided in your contract. Your written complaint should include the account reference, date(s) of concern, location of the service, and a clear summary of the issue and desired outcome.

On receipt of a written complaint our complaints team will acknowledge it within three working days. The acknowledgement will confirm the name of the person handling the matter and outline the expected timetable for investigation. We keep a formal record of all complaints and any interim actions taken to safeguard service continuity. Records are retained in accordance with our data retention policy and applicable regulations.

We aim to complete an initial investigation within ten working days. Investigations may require reviewing driver logs, CCTV, transfer notes, weighbridge tickets, and communication records. Where evidence is incomplete we will explain what additional information is needed. All investigations will be conducted fairly and impartially; staff involved in the event will not be the sole decision-maker on the complaint.

If the complaint requires longer investigation due to complexity, we will inform the complainant and provide regular progress updates. Typical additional steps include site re-inspection, third-party liaison (for example, if a subcontractor was involved), and a detailed audit of contractual obligations. Our objective is to reach a resolution that is proportionate and consistent with legal and environmental obligations.

Possible outcomes of an upheld complaint include remedial collection, credit or invoice adjustment, staff retraining, revision of operational procedures, or a formal apology. We do not offer compensation for consequential losses unless expressly justified and verifiable. Any agreed remedial action will be documented and implemented within a defined timescale. If the complaint is not upheld, we will explain the reasons and provide supporting evidence.

Clients dissatisfied with the outcome of the initial investigation may request an internal review. The review will be conducted by a senior manager who was not involved in the original decision. The review stage aims to reassess the facts and the appropriateness of the initial remedy. Requests for internal review should be made within 14 working days of receiving the outcome letter.

Our complaints procedure emphasises transparency. We will provide a final written decision after the internal review, documenting findings, rationale and any corrective measures. This decision represents the company’s internal conclusion. Where relevant, we will also indicate whether changes to policy or procedures will be implemented to prevent recurrence.

If a complainant remains dissatisfied after exhausting the company’s complaints stages, they can refer the matter to an appropriate external body specified in the contract or regulated framework. Examples include industry ombudsmen or environmental regulators with jurisdiction over waste management standards. Escalation is available but follows completion of our internal stages to ensure all facts have been thoroughly considered.

Confidentiality and data protection are fundamental to our process. Personal data provided during a complaint will be processed in line with data protection law and only used to the extent necessary for resolution. We will inform complainants if disclosure of information to a third party is required as part of an investigation and seek consent where legally appropriate.

We review complaint trends to drive continuous improvement across our commercial waste services, including business waste removal in Chessington and wider operational practices. This reviews-based approach helps enhance service reliability, inform staff training, and reduce the likelihood of repeated failures. Our commitment is to learn from issues and to maintain high standards of service for all commercial clients.