Complaints Procedure — Business Waste Removal Feltham

This Complaints Procedure sets out how we manage concerns raised about our commercial waste collection and business rubbish services. It applies to all aspects of our business waste removal in Feltham and to related services provided within our service area. The aim is to resolve complaints promptly, fairly and transparently while protecting the rights of customers and staff. Wherever the term rubbish company or commercial refuse collection is used in this document, it refers to our operational teams and administrative staff responsible for collections, transfers and disposals.

We encourage customers to raise issues as soon as they occur so we can investigate and take appropriate action. A complaint may relate to missed collections, incorrect handling of waste, damage to property, safety concerns or service scheduling. Raising a complaint initiates a formal process designed to capture the details, examine records and implement corrective measures where necessary. This procedure supports continuous improvement of our business refuse collection Feltham operations and helps prevent recurrence.

All complaints are recorded in our central complaints log to ensure consistent handling and to maintain an audit trail. The log captures the date received, the nature of the issue, the service address or contract identifier, steps taken during investigation and the final outcome. Records are retained in accordance with our data retention policy and applicable regulatory requirements. We will treat complaints about commercial rubbish removal Feltham confidentially and share information only with those directly involved in resolving the matter.

Scope and eligibility: The procedure covers complaints from commercial clients, tenants of managed properties, and authorised representatives acting on behalf of a business account. It does not cover general enquiries or routine service requests, which should be handled through normal operational channels. Where a matter raised is not a formal complaint, we will redirect it to the appropriate team and confirm the action that will be taken.

Acknowledgement and initial assessment: Upon receipt of a complaint we will acknowledge it promptly and provide an estimated timescale for investigation. The initial assessment determines the complexity, potential safety implications and whether immediate remedial action is required. For straightforward matters, a resolution will be sought within 7 working days. More complex cases, such as those involving third-party contractors or environmental investigations, may take longer; however we will keep the complainant informed of progress.

Investigation and evidence gathering: Our investigation will collect available evidence including vehicle logs, collection records, staff statements and any photographic material provided by the complainant. Where appropriate, we will arrange a site visit. All investigations are conducted impartially and aim to establish the facts, determine accountability and identify remedial steps. If a breach of contract, Health and Safety standards or environmental procedure is identified, corrective actions will be implemented without delay.

Resolution and outcomes: Possible outcomes include confirmation that the service met contractual and regulatory standards, an apology where service fell short, remedial collection, financial adjustment or a committed action plan to prevent repeat incidents. We will issue a written response summarising the findings and actions taken. For persistent or systemic complaints relating to rubbish collection Feltham services, we will undertake a review of operational practices and communicate any policy changes that affect clients.

Appeals and escalation: If a complainant is dissatisfied with the outcome, the matter can be escalated internally for a second review by a senior manager. This escalation will focus on whether the original investigation was thorough and whether the remedy offered was proportionate to the issue. Escalation does not extend to external dispute resolution within this procedure, but we will explain any contractual or regulatory routes available where appropriate.

Monitoring and improvement: All complaints are analysed periodically to identify trends and opportunities for improvement across our commercial waste removal services. We use aggregated data from incident logs to inform staff training, route planning, vehicle maintenance and customer communication practices. Continuous improvement ensures the highest possible standards for business waste removal Feltham clients and supports compliance with statutory waste management obligations.