Complaints Procedure for Business Waste Removal Lewisham

This Complaints Procedure sets out how business waste removal Lewisham and related commercial rubbish services handle concerns about service delivery. It explains the scope of complaints, the stages of handling, expected timeframes and the types of outcomes that may be reached. The aim is to provide a clear, consistent and fair route for businesses and organisations to raise issues about commercial waste collection, disposal or recycling activities without referencing specific contact details or public-facing channels.

The procedure applies to complaints relating to commercial waste removal, rubbish collection and incidental services provided within our service area. It is intended for businesses, property managers and authorised representatives who use our commercial rubbish clearance and removal services. Complaints about environmental incidents, statutory breaches or health and safety events will be treated with priority and may follow separate statutory reporting protocols where appropriate.

To make a complaint you should provide a clear description of the issue, the date and time it occurred, the location, the type of service affected and any supporting evidence such as photos or documents. Complaints will be logged and acknowledged. Please note that while we do not publish contact details in this document, complaints are accepted in writing and will be managed through our formal complaints channel until resolution. We encourage complainants to be as specific as possible to assist a timely investigation.

On receipt of a complaint the organisation will acknowledge it promptly, normally within five working days. The acknowledgement will confirm that the complaint has been recorded and outline the expected next steps. If an immediate safety concern is identified, the complaint will be escalated for urgent action and interim measures may be taken to mitigate any risk to people or property.

During the investigation phase we will gather relevant information from staff, drivers, operational logs, CCTV where available and any third parties involved. Investigations will be proportionate, impartial and documented. The investigator will consider policy, service agreements and regulatory requirements while seeking to understand the root cause. Where necessary, the investigator may seek further clarification from the complainant or request additional evidence to support the review.

Decisions following investigation can include one or more of the following outcomes:

• an explanation of the events and the factors that contributed to the complaint;
• a formal apology where service failure or error is identified;
• corrective actions such as service re-performance, collection re-scheduling or remedial clearance;
• process changes to prevent recurrence, including training or procedural updates.

Remedies will be proportionate to the impact and consistent with contractual terms. Any reference to financial adjustment or compensation will be considered in line with governing agreements and documented precedents.

Where the complainant is not satisfied with the initial outcome there is an escalation route. An internal review by a senior manager or a complaints panel will be offered. The escalation should be requested within 20 working days of the outcome letter. The request for escalation must set out the reasons why the original outcome is considered unsatisfactory and include any additional supporting information that was not previously available.

Records of complaints will be kept securely and retained for a period consistent with data governance and retention policies. Personal data will be processed lawfully and only for the purpose of investigating and resolving the complaint. Summaries of complaints may be used for service improvement activities; however, identifiable information will not be disclosed outside the organisation except where legally required.

The organisation commits to learning lessons from complaints and to publishing anonymised trend summaries as part of its continual improvement programme. This may include changes to collection routes, container provisioning, health and safety controls and staff training. Regular audit of complaint handling quality will ensure compliance with this procedure and that responses are timely, fair and consistent.

Key timeframes within this complaints procedure include:

• acknowledgement of receipt within five working days;
• an initial investigation update within 15 working days where possible;
• completion of investigation and formal outcome within 40 working days for complex matters.

These timeframes are indicative and a complainant will be informed if additional time is needed due to complexity or the need to liaise with third parties.

Confidentiality is central to the handling of complaints. Information will be shared internally on a need-to-know basis and with external bodies only where lawful. The organisation will treat complainants respectfully and will not tolerate victimisation of staff involved in investigating or reporting concerns.

Monitoring and review: The complaints register will be periodically reviewed to identify trends and to inform service improvements in the commercial waste and rubbish removal operations. Lessons learned will be incorporated into training and operational procedures to reduce recurrence of similar issues.

Where a complaint raises systemic issues, a formal policy review may be undertaken. Changes resulting from reviews will be approved through the appropriate governance arrangements and implemented according to an agreed action plan. This ensures that the complaints process contributes directly to higher standards across the commercial waste service area.

Independent review: In limited circumstances, if all internal avenues have been exhausted, complainants may seek an independent review or mediation through a recognised industry or regulatory body. The availability and process for independent review will depend on the nature of the complaint and applicable regulatory frameworks.

Scope and updates: This document represents the formal complaints procedure for business and commercial rubbish services. It will be reviewed periodically to ensure continued relevance and effectiveness. Any substantive amendments will be noted in governance records and applied to ongoing complaints handling.