Complaints Procedure for Business Waste Removal Putney

Purpose and scope. This Complaints Procedure sets out how our commercial rubbish removal Putney service handles concerns about waste collection, disposal, recycling, and associated site activities. It applies to all business clients, contractors, and third parties involved with our business waste collection in Putney operations. The aim is to resolve issues quickly and fairly while maintaining service continuity and regulatory compliance.

Definitions and principles. For clarity: a complaint is any expression of dissatisfaction about our commercial waste disposal Putney service. We treat complaints seriously, objectively, and confidentially. We are committed to a prompt, impartial response and to using outcomes to improve future rubbish removal services across our coverage area.

How to raise a formal complaint. If an issue cannot be resolved informally with the crew or the local operations team, you may submit a formal complaint in writing. Provide the date, location, service reference (if available), a concise description of the problem, and any relevant photographs or records. We accept complaints from authorised business representatives and site managers. Complaints about hazardous or environmental incidents must be reported immediately through the appropriate emergency channels before submitting the formal record.

Acknowledgement and timescales. On receipt of a formal complaint we will acknowledge it within two working days. An initial assessment will determine whether the matter requires immediate operational action or a standard investigation. We aim to provide a substantive response within ten working days for routine matters. Complex issues may require more time; if so, we will advise you of the expected timescale and provide interim updates.

Investigation process. Investigations are conducted by a designated complaints officer or a senior manager not directly involved in the incident. The process typically includes:

• Gathering statements from personnel and third parties;
• Reviewing operational records, vehicle logs, and CCTV where available;
• Inspecting the site or waste handling area if required;
• Considering relevant environmental and health & safety requirements.

Resolution and outcomes. After investigation we will issue a written outcome that explains the findings and any corrective actions. Possible outcomes include: service rectification, schedule adjustment for future collections, staff retraining, disciplinary action where appropriate, or procedural changes to minimise recurrence. If the complaint concerns billing or contractual interpretation, the outcome will reference the relevant terms and any agreed remedial action.

Escalation and review. If you are not satisfied with the outcome you may request an internal review by a senior manager. The escalation request should state why the outcome is unsatisfactory and include any new evidence. An internal review will be completed within a further ten working days where practicable. For ongoing disputes, we will propose a mediated approach to reach an agreed resolution without resorting to external proceedings.

Record keeping and confidentiality. We keep a secure record of all complaints, investigations, and outcomes to support continuous improvement of our rubbish removal service. Records are retained in accordance with our document retention policy and applicable data protection requirements. Information is shared only with those who need it for investigation and resolution unless otherwise required by law.

Continuous improvement and training

We analyse complaint trends to identify systemic issues within our business waste removal Putney operations. Findings inform staff training, operational reviews, and supplier performance assessments. We publish anonymised learning points internally and integrate corrective measures into standard operating procedures.

Rights and responsibilities. Complainants are expected to provide accurate information and to cooperate during investigations. We commit to treating complainants with respect and courtesy. False or malicious complaints may be handled according to our internal conduct policies. Both parties are encouraged to keep records of communications to support a timely and transparent resolution.

Monitoring and policy review

This complaints procedure is reviewed periodically to reflect operational changes, legislative updates, and service improvements. Reviews are undertaken by senior management and the quality assurance team. Any revisions are applied across all operational areas where our commercial waste removal services operate to ensure consistent standards.

Final notes. The complaints procedure is separate from statutory rights and does not limit any party’s legal options. Its purpose is to provide a clear, efficient, and fair pathway to resolve concerns related to our commercial rubbish removal Putney services and allied activities. We believe in learning from every concern to deliver safer, more reliable business waste collection in Putney and neighbouring coverage areas.

Key commitments:

• Timely acknowledgement and transparent communication;
• Independent, documented investigations;
• Action-oriented outcomes and continuous improvement.

Availability. This procedure is available to all clients and stakeholders. It supports our commitment to maintain high standards across all commercial waste services and to handle concerns with fairness and professionalism.