Complaints Procedure for Business Waste Removal Manor Park

Purpose: This document sets out the formal complaints procedure for Business Waste Removal Manor Park and associated commercial refuse services. It explains how concerns about bin collections, waste containment, recycling handling, inert waste pickup, or broader commercial rubbish removal in Manor Park will be recorded, investigated and resolved. The aim is to provide a clear, transparent and fair approach so clients and site managers understand what to expect when they raise an issue.

Scope: This complaints policy applies to all contracted services and ad hoc waste collections that fall under the company’s operational remit, including commercial waste disposal Manor Park, scheduled skip hire, and couriered hazardous waste transfers. It is designed to cover complaints from businesses, landlords, property managers and authorised representatives using waste removal services across our operating area. It does not replace statutory or emergency reporting mechanisms for immediate health, safety or environmental incidents.

What is a complaint? A complaint is any expression of dissatisfaction about the standard of service, behaviour of staff, missed collections, contamination handling, invoicing discrepancies relating to waste services, or perceived breaches of contract. All complaints will be treated seriously; records are confidential except where disclosure is required by law. Informal concerns may be dealt with promptly at the point of contact; formal complaints will follow the process below.

How to Submit a Complaint

Complaints should be raised using the channels specified in your service agreement or contract. If the contract indicates multiple routes, you may choose the one most convenient to you. When lodging a complaint, please include the following information to assist investigation:

• Service details: account or customer reference, location of service, and date/time of the incident;
• Nature of complaint: a concise description of the issue and any immediate safety concerns;
• Evidence: photographs, job reference numbers, vehicle registrations (if available), and names of staff involved;
• Desired outcome: what resolution you are seeking (for example: re-collection, credit, procedural change).

Acknowledgement and Initial Response

On receipt of a formal complaint the organisation will acknowledge it promptly and record it in the complaints register. The acknowledgement will confirm receipt and provide an expected timeframe for a full response. Initial triage will determine whether the matter requires immediate operational intervention (for example a missed hazardous uplift) or can be investigated through standard review. Where possible, early remedial action will be taken to reduce inconvenience.

Investigation process: A trained complaints officer or designated manager will conduct a fair and proportionate investigation. This will include reviewing service records, speaking with operational staff and contractors, and assessing any submitted evidence. Investigations aim to be thorough and impartial; additional time may be required where third-party contractors or regulatory issues are involved.

Outcomes and Remedies: Following investigation the company will communicate the findings and any proposed remedy. Remedies may include remedial collection, procedural changes, staff retraining, financial adjustments where appropriate, or confirmation that the service met contractual obligations. A formal outcome letter will set out the reasons for the decision and the actions taken to prevent recurrence.

Escalation: If the complainant is not satisfied with the outcome they may request an internal review. The review will be conducted by a senior manager who was not involved in the initial investigation. The request for review should state the reasons why the original outcome is unsatisfactory and any additional evidence. The internal review decision is final within the organisation, subject to any statutory rights to involve independent regulators.

Timescales: Standard complaints are normally acknowledged within 5 working days and investigated within 20 working days of acknowledgement. Complex complaints that require coordination with external parties or formal environmental assessments may take longer; in such cases progress updates will be issued at regular intervals. The company will keep records of all communications and outcomes for a defined retention period consistent with legal and regulatory requirements.

Record Keeping and Confidentiality

All complaints are logged and analysed for trends that can inform continuous improvement of waste collection operations, site safety procedures and customer service. Records are maintained securely and access is restricted to authorised personnel. Personal data contained in complaints is handled in accordance with data protection obligations. Information will not be disclosed to third parties except where required by law or to facilitate the investigation.

Monitoring and Improvement

Periodic reviews of complaints and resolutions will inform policy updates and training programmes. Performance indicators include response times, repeat incidents, corrective action effectiveness and contractual compliance. The organisation is committed to learning from complaints to reduce disruption and improve reliability of commercial rubbish removal services across the service area.

Legal and regulatory note: This complaints procedure is a formal policy document that complements contractual terms. It does not limit statutory rights anyone may have under applicable law. Where a complaint indicates a potential regulatory breach or environmental harm, appropriate authorities may be notified in accordance with legal obligations.

By following this process stakeholders can expect a consistent and accountable approach to resolving issues with business waste collection. The aim is to ensure that waste removal services in Manor Park are delivered safely, responsively and in line with agreed standards.

Maintaining clear records of complaints and corrective actions supports both operational resilience and client confidence in commercial waste disposal services. The organisation remains committed to resolving concerns fairly and to making continuous improvements where faults are identified.