Complaints Procedure for Commercial Waste Southfields
Purpose: This procedure outlines how to raise, record and resolve complaints about commercial waste services in the Southfields service area. It applies to businesses and organisations using our commercial waste collections, recycling and skip hire services. Our aim is to ensure concerns are handled quickly, fairly and transparently so service levels are maintained and improvements are made where necessary. Clear steps and defined timeframes help both customers and operations staff understand expectations for response and resolution.Scope and principles
This policy covers issues such as missed collections, contamination disputes, incorrect invoicing, damage to property, health and safety incidents related to collections and poor customer service from operatives. The procedure is based on the principles of impartiality, promptness and confidentiality. We treat every complaint seriously and use each one to improve our commercial refuse and waste management delivery. Records are retained to identify trends and to support continuous improvement of our commercial rubbish collection and waste disposal operations.
Making a complaint
Complaints can be raised by the authorised representative of the business account. When making a complaint, please provide:- the account or site reference where possible,
- a clear description of the issue and relevant dates,
- any supporting evidence such as photographs or delivery notes.
Acknowledgement and initial assessment
On receipt of a complaint, we will log the matter, issue an acknowledgement and assign it to an appropriate investigator. The initial assessment includes checking service records, vehicle logs and the collection rota to verify the circumstances around the event. Where appropriate, we may arrange a site visit to examine physical evidence and to prevent a recurrence. Our aim is to acknowledge complaints within a standard period and provide an expected timeframe for a full response.
Investigation and resolution
Investigations will be proportionate to the severity and complexity of the issue. Typical actions include reviewing crew reports, inspecting CCTV or bodycam footage where available, cross-checking schedules and re-visiting the collection point. Possible outcomes include:- corrective action on the ground such as a repeat collection,
- adjustments to account charges where an error is identified,
- procedural changes or retraining where operational failures are found,
- confirmation where evidence shows the agreed service was delivered as scheduled.
Escalation and independent review
If a complainant remains dissatisfied with the proposed resolution, the complaint may be escalated to a senior operations manager for review. Escalation triggers a further examination of the case, including a review of the original investigation and consideration of any new evidence. In cases where contractual or statutory obligations are in question, the complaint may be referred to an internal compliance panel. Our escalation process is designed to be transparent and to provide a final internal decision within a published timeframe.
Remedies and outcomes
Remedies depend on the nature of the complaint and may include remedial collections, credits or refunds, modification of service agreements, or staff discipline where negligent conduct is proven. We record outcomes and corrective actions to prevent recurrence. When a complaint identifies systemic issues across our commercial waste service area, we may implement wider operational changes, including route adjustments, revised bin placement guidance and additional training for collection crews.Monitoring and reporting: Complaints data informs monthly operational reviews and targeted audits. Aggregated metrics such as complaint frequency by type, time-to-resolution and repeat incidents are used to prioritise interventions. This continuous monitoring supports reliable commercial waste management and helps maintain standards across all sites we serve.
