Complaints Procedure for Business Waste Removal Rotherhithe

This Complaints Procedure explains how we handle concerns about business waste removal services in and around the borough. It applies to all commercial waste collection and rubbish removal Rotherhithe contracts supplied to companies, sole traders and organisations. The purpose of this policy is to provide a clear, fair and prompt process for resolving issues relating to collection quality, missed collections, vehicle behaviour, site hygiene or any other aspect of our commercial rubbish services. We aim to investigate complaints thoroughly and to learn from them to improve future service.

We accept complaints from any authorised representative of the business that purchased the service, or an authorised third party acting with written permission. Complaints may be about service delivery, billing disputes, damage caused during collection or alleged breaches of contract. Complaints that relate to health and safety risks will be prioritised. All complaints will be treated seriously, impartially and in confidence, and they will not affect the way other enquiries are handled.

You can raise a complaint by submitting details through your usual account channels, in writing, or via the documented customer portal where available. When you contact us please include: a clear description of the issue, the date(s) and time(s) involved, the location of the service, and any supporting evidence such as photographs or job reference numbers. If available, provide the name of the crew or vehicle registration. Providing these details at the outset helps speed up the response and resolution.

• What to include: service address, contract or invoice reference.
• Evidence: photos, dates, times and names if known.
• Desired outcome: how you would like the issue resolved.

How We Handle Commercial Waste Complaints

On receipt of a complaint our customer relations team will log the matter on our complaints register and acknowledge it within our published timescales. We aim to send an initial acknowledgement within two working days. The acknowledgement will confirm who is handling the complaint and provide an identifier for future reference. We record complaints to ensure transparency and to monitor patterns of service failure.

Investigation: the assigned investigator will review the information you provided, examine collection records and if necessary interview staff or inspect the site. Where investigations require additional time, we will keep you updated at regular intervals. Typical investigations are completed within 10 working days, but complex cases may take longer. If an extended period is required we will explain why and provide an estimated timescale.

Possible outcomes of an investigation include an explanation of service activity, an apology where appropriate, remedial action such as arranging a repeat collection, or a financial adjustment in line with agreed contract terms. Any corrective actions will be proportionate to the issue identified and will reflect obligations under the service agreement for commercial waste removal Rotherhithe clients.

Escalation and Arbitration

If you remain dissatisfied after the investigator's findings you may request escalation to a senior manager for an internal review. The escalation request should reference the original complaint identifier and set out the reasons for continued dissatisfaction. The internal review will consider whether the investigation was thorough and whether proposed remedies were adequate.

Where internal escalation does not resolve the issue, the complaint may be referred to an independent third party or regulatory body consistent with the nature of the dispute, for example where regulatory compliance or environmental concerns are raised. We will explain the options available for external review and the steps required to pursue them, while respecting privacy and contractual confidentiality.

Record keeping and continuous improvement: all complaints and outcomes are retained in our records to support service improvement and compliance monitoring for the rubbish removal service area. Regular analysis of complaint trends informs staff training, operational adjustments and customer communication improvements. We use lessons learned to minimise recurrence and to strengthen operational resilience.

Confidentiality and fairness: throughout the process we treat personal and commercial information securely and share it only with those who need to investigate or resolve the complaint. We do not tolerate retaliation against any person raising a legitimate concern.

Accessibility: if you require assistance in submitting a complaint, or need documentation in another format, we will make reasonable adjustments to accommodate your needs so that the process remains equitable and clear for all businesses using our commercial waste collection and rubbish removal services.