Complaints Procedure for Business Waste Removal Holborn

This document sets out the formal complaints procedure for companies using business waste removal and commercial rubbish removal services in Holborn. It explains how to raise a concern, what we will do, the timescales involved and the likely outcomes. The aim is to resolve issues fairly and promptly while protecting service continuity for all commercial clients. This policy applies to issues arising from business waste collection, commercial waste removal in Holborn and related contract performance matters.

Scope and eligibility

The procedure covers complaints from businesses, property managers and authorised representatives about our commercial rubbish collection, waste transfer practices and invoice disputes. It does not cover general enquiries, requests for service changes, operational scheduling queries that are not complaints or statutory appeals to regulatory bodies; those are handled through separate administrative processes. If a matter is not a complaint, we will signpost the correct channel but remain committed to resolving any service shortfall promptly.

Raising a formal complaint

To lodge a formal complaint you should provide a clear description of the incident, dates and times, the location served, the waste stream involved and any supporting evidence such as photographs or delivery notes. Please identify whether the complaint concerns a missed collection, damage, contamination, incorrect disposal, health and safety risk or billing discrepancy. All complaints are recorded, acknowledged and investigated in line with our procedures for business waste collection and commercial waste removal complaints.

Acknowledgement and initial response: upon receipt of a complaint we will acknowledge it in writing and allocate a unique reference number. This acknowledgement will set out the name of the person handling the case and an initial estimate of the time required to investigate. Where an immediate operational fix is available (for example a re-collection), we may act before the full investigation is completed in order to reduce risk and inconvenience.

Investigation: our investigation will gather facts, interview staff and, where appropriate, review CCTV, vehicle logs and disposal records. We will document findings and any corrective actions. Investigations seek to determine root cause so that recurrence is prevented. Typical outcomes include confirmation of no fault, operational corrective action, staff retraining, or amendment to billing records if an error is found.

Timescales: we aim to provide an initial acknowledgement within 48 hours of receipt and a substantive update within 10 working days. Complex cases may require longer examination; if so, we will inform the complainant of the reason for delay and give a revised target date. All efforts are made to meet these timelines while ensuring a thorough and fair review.

Resolution and remedies: where a complaint is upheld we will propose proportionate remedies which may include operational remedy (re-collection or corrective visit), financial adjustment for billing errors, and measures to prevent recurrence such as process changes or enhanced training. Remedies are applied fairly and proportionately to the impact and nature of the complaint. No remedy will compromise safety, legal compliance or proper waste disposal.

Escalation: if a complainant is not satisfied with the outcome they may request an internal review by a senior manager not previously involved in the matter. The request for escalation should reference the original complaint number and explain the reasons for dissatisfaction. The internal review will be completed within a published timescale and will consider whether the original investigation was complete, whether procedures were followed, and whether the proposed remedy was appropriate.

Confidentiality and record-keeping: complaints will be handled in accordance with confidentiality obligations and data protection requirements that apply to commercial waste providers. We keep a secure record of the complaint, investigation notes, communications and final outcome for a defined retention period to support quality assurance and regulatory compliance. Records are used to monitor service performance and identify systemic issues.

Monitoring and continuous improvement: formal complaints are a valued mechanism for improving service delivery in business waste removal and commercial rubbish collection. Aggregated complaint data is reviewed to identify trends and to inform staff training, contractual amendments and operational improvements. The objective is to reduce repeat incidents and improve reliability for business customers in Holborn and surrounding service areas.

Appeals and external review: where parties remain dissatisfied after internal escalation, they may pursue independent dispute resolution or make representations to the appropriate regulatory or industry body that oversees waste management practices. These bodies operate independently of our company; information about their role and jurisdiction can be obtained from public regulatory sources. We will cooperate fully with lawful external reviews or investigations.

Final remarks: our commitment is to treat every complaint seriously, investigate thoroughly and respond transparently while protecting operational integrity and compliance with environmental law. Maintaining high standards in commercial waste removal and business rubbish services is essential; complaints help us achieve and demonstrate that commitment. This procedure ensures fairness, accountability and continuous service improvement without compromising legal or safety obligations.