Complaints Procedure for Business Waste Removal Erith

Purpose and scope. This complaints procedure applies to all clients who use our business waste removal Erith services and related commercial rubbish collection activities. We aim to resolve issues promptly and fairly. This page explains how to make a complaint about any aspect of the provision of business waste removal in Erith, the stages we follow when handling complaints, the expected timescales, and the options available if a customer remains dissatisfied. It is designed as an internal and public record of our approach to handling service disputes, not as a legal interpretation of statutory rights.

Principles we follow. Complaints are taken seriously, handled impartially, and investigated thoroughly. Our process is transparent: we record every complaint, keep complainants informed of progress, and aim to avoid unnecessary delays. For transparency we retain a clear audit trail of actions and communications. Our conduct aligns with environmental and waste handling standards while respecting client confidentiality. When you refer to commercial rubbish removal Erith, we treat that as a complaint about service delivery, collection schedules, waste containment, invoicing or related concerns.

How to raise a formal complaint. Submissions should describe the issue, include relevant dates and reference numbers, and list any supporting evidence (photos, invoices, location IDs). Once received, a complaint will be acknowledged in writing and allocated a unique reference number. All complaints related to Erith business waste services will be logged, assigned to a trained investigator, and prioritised according to severity and environmental risk.

Receipt, acknowledgement and initial response

On receipt we will confirm we have your complaint and provide the contact details of the person managing the case. Typically, an initial acknowledgement will be provided within 3 working days. During this phase we verify the facts, check service records and collection logs, and identify any immediate remedial action to reduce environmental or operational impact. If immediate action is required (for example where waste poses a health, safety or environmental hazard) we will act to mitigate that first.

Investigation and assessment

Investigations are conducted by staff trained in managing operational incidents and customer disputes. We gather information from drivers, site operatives and internal systems, including vehicle tracking and waste transfer documentation where relevant. Investigations seek to establish what occurred, why it happened, and whether procedure deviations or misunderstandings contributed. Where appropriate, the investigator will propose corrective actions, such as schedule adjustments, site-specific instructions, or staff retraining.

Decision and communication. After completing the investigation, a formal response will be prepared. This response will include findings, remedial actions taken or proposed, and timescales for completion. We aim to resolve routine complaints within 10 working days; more complex cases may take up to 20 working days. If a longer period is required, we will inform the complainant with reasons and an expected timeframe.

Remedies and corrective measures. Depending on the outcome, remedies may include repeat collection, adjusted billing, alternative waste handling instructions, or internal procedural changes. Where appropriate we will document corrective measures to ensure similar incidents are less likely to recur. For disputes about charges or contractual interpretation, we will review invoice records and contractual terms relevant to commercial waste collection agreements.

Escalation and independent review. If a complainant is not satisfied with the outcome, they may request an escalation to senior management for review. Escalations are handled by a different officer to ensure impartiality. Where applicable, and subject to contract terms, complaints may also be referred to an independent ombudsman or regulatory body for external review; this will be explained in our escalation response when relevant.

Record keeping, learning and improvement. All complaints and outcomes are retained in our complaints register for a minimum period consistent with regulatory and operational requirements. We analyse complaint trends to identify systemic issues and drive continuous improvement in our rubbish removal company Erith operations. Lessons learned feed into staff training, route planning, and customer communications to improve service reliability.