Complaints Procedure for Business Waste Removal Tooting
This Complaints Procedure sets out how clients can raise concerns about our Business Waste Removal Tooting services and how we will respond. It applies to all commercial rubbish removal and Tooting waste services provided by the company and covers collection, disposal, recycling and any associated service delivery. The policy is intended to be clear, accessible and fair, ensuring every complaint is handled consistently and in a timely fashion.
We recognise that on occasion a customer may be dissatisfied with the standard of Tooting business waste removal or related administration. The purpose of this document is to describe the steps we take from receipt of a concern to final resolution, including the right to escalate and request independent review. All concerns will be treated seriously and investigated impartially.
How to Submit a Complaint
Complaints may be submitted in writing or via the client account portal where available. Please include a clear description of the issue, dates, locations where services were provided and any relevant job or invoice numbers. The information helps our operations team investigate questions about collections missed, incorrect disposals, damage or other breaches of our service standards.Acknowledgement and Initial Assessment
On receipt of a complaint the customer will receive an acknowledgement within two working days. This acknowledgement will confirm who will lead the investigation for the commercial waste removal complaint and the expected timescales for an initial response. If we need further information to proceed, we will request it promptly.Our initial assessment considers whether the complaint relates to operational performance, health and safety, environmental concerns or administrative matters. This assessment helps determine whether the matter can be resolved at first contact or whether it requires a formal investigation. We aim to resolve straightforward matters within five working days whenever possible.
Investigation Process — A formal investigation will gather evidence including crew notes, vehicle tracking data, photos and any communications between the customer and the service team. Where necessary we will interview staff involved and review CCTV or route logs. The investigation will establish the facts, assess compliance with our procedures and identify corrective actions to prevent recurrence.
Outcomes from the investigation may include: a confirmed service failure with remedial action, a clarification of service terms, or a finding that the service met contractual standards. Where a fault is identified we will propose practical remedies which might include re-collection, credit or alternative compensation consistent with our service terms. All proposed remedies will be recorded and communicated clearly.
Timescales and Communication — We aim to provide a formal written response to the complainant within 15 working days of acknowledgement. If the matter is complex and requires external consultation, we will keep the complainant informed of progress and give a revised timescale. Regular updates will be issued until the complaint is closed.
To help manage expectations and ensure transparency, our process follows these steps:
- Receipt and acknowledgement
- Initial assessment
- Evidence gathering and investigation
- Decision and proposed remedy
- Closure and record keeping
Confidentiality and Data Protection — All complaints are handled in accordance with data protection principles. Personal data and sensitive details are kept secure, used only for investigation purposes and retained for the period required by regulatory and internal record-keeping policies. Information will not be disclosed to third parties except where required by law or with the complainant's consent.
Escalation and Appeal — If a customer is not satisfied with the outcome they may ask for the decision to be reviewed internally by a senior manager not involved in the original investigation. The escalation request should explain why the complainant considers the outcome unsatisfactory and provide any additional evidence. An internal review will be completed within 15 working days of receiving the escalation.
If the internal review upholds the original decision, the complainant will receive a full explanation of the reasons and the evidence considered. We will set out any remaining options for resolution and explain whether independent external review is available for the particular issue. This stage is the final internal step in our complaints handling process.
Record Keeping and Continuous Improvement — We record all complaints about commercial rubbish removal and related services to identify trends and drive service improvements. Complaints data is reviewed periodically by senior management and used to update training, procedures and health and safety practices. This continual review helps maintain high standards across Tooting waste services and ensures regulatory compliance.
Responsibilities — Our customer service, operations and senior management teams share responsibility for effective complaint handling. Staff receive training on this procedure and on how to communicate professionally with clients. Managers are responsible for ensuring investigations are thorough and remedies are implemented promptly.
Closure — Once a complaint has been resolved, we confirm outcome details in writing and close the file. If follow-up actions are required, we monitor completion and may re-contact the customer to confirm satisfaction. This process helps ensure lessons are learned and similar issues are prevented in future deliveries of business waste collection in Tooting and beyond.
