Complaints Procedure — Business Waste Removal Brimsdown

Introduction: This document sets out the formal complaints procedure for customers of Business Waste Removal Brimsdown and related commercial refuse services. Our aim is to resolve concerns about commercial waste collection, skip hire, on-site clearance or scheduled rubbish removal for businesses in a clear, fair and timely way. Wherever possible we encourage prompt notification of problems so we can investigate and respond effectively.

We recognise that issues may arise with any commercial waste service. Whether the concern relates to missed collections, unclear invoicing, contamination guidance, vehicle behaviour, or the disposal route used by the rubbish company, this procedure explains how complaints are handled, how long each stage typically takes, and the remedies available. The process applies to all our clients across the service area, including those using trade waste disposal and commercial recycling services.

Making a Complaint

To make a formal complaint about our commercial waste removal services, please inform us in writing or verbally at the earliest opportunity. Your complaint should include: the nature of the issue, relevant dates, service reference or account number where available, and any supporting details. We aim to acknowledge complaints promptly and log them for full investigation. Typical acknowledgement times are stated below.

Acknowledgement and Initial Assessment

Once received, complaints are logged and triaged by our customer liaison team. Initial acknowledgement will be provided within 3 working days, confirming the complaint has been recorded and outlining the next steps. During the triage we identify the appropriate department—operations, billing, environmental compliance or transport—to conduct a detailed review.

Investigation involves collecting information from drivers, site staff and operational records, and reviewing any photographic or documentary evidence supplied by the complainant. We may request additional details to clarify the circumstances. Our goal is to complete the investigation within 15 working days of acknowledgement. Complex cases may require more time; if so, we will advise you of the expected extended timeframe.

Possible Outcomes — After review, we will communicate our findings and any remedial actions. Outcomes commonly include: a formal apology, corrective actions to prevent recurrence, service credits, re-collection where appropriate, or procedural changes. If the complaint concerns environmental handling or illegal disposal, we will take immediate internal action and escalate where necessary to ensure compliance with waste management standards.

Escalation Process

If you are dissatisfied with the outcome of the initial investigation, you may request escalation. Escalated complaints are reviewed by senior management within the commercial waste operations team. Escalation provides an independent re-assessment of the facts and the opportunity to propose alternative remedies. We aim to complete escalated reviews within 10 additional working days.

When escalating, please state why the initial resolution is unsatisfactory and provide any new information. All escalations are treated impartially and recorded as part of our continuous improvement records. The escalation stage may include a review of service history, routing logs, and communications between our staff and the business site.

• Stage 1: Acknowledgement and triage (within 3 working days)
• Stage 2: Full investigation (aim for 15 working days)
• Stage 3: Escalation to senior review (up to 10 additional working days)

Recording and Confidentiality

We maintain a secure complaints register to ensure transparency and consistent handling. Records include the complaint details, investigation notes, outcomes, and any corrective actions taken. Personal data supplied during the complaint process is handled in accordance with our privacy commitments; access to details is restricted to staff involved in the investigation. Confidentiality is important, and we will not disclose sensitive commercial information outside our team except where required for regulatory compliance.

Remedies and Service Recovery: Remedies are proportionate to the impact of the issue. For operational failures this might include adjusted collection schedules, free re-collection, or credits to accounts. For contractual or invoicing disputes, remedies may include correction of billing errors and clarification of service terms. We use each complaint as an opportunity to improve training, procedures and customer communication across our trade waste and business rubbish removal services.

Continuous Improvement and Independent Review

All complaints are reviewed periodically as part of our quality assurance programme. Patterns and trends inform policy updates, driver and crew training, vehicle routing and environmental handling procedures. Where appropriate, we will invite an independent review or third-party audit of specific operational aspects, especially for unresolved or systemic concerns. Our commitment is to ensure the highest standards in commercial waste removal and to maintain trust with local businesses and organisations.

Timescales and Final Response

Our aim is to provide a final written response to most complaints within 28 working days from receipt. If the matter remains unresolved at that point, reasons will be provided and options for further review explained, including internal escalation steps already undertaken and any proposed next actions. We strive for clarity and fairness in every final response.

For matters concerning health, safety or environmental risk, we will act immediately to mitigate any issues while the complaint is investigated. Prompt action on these matters is prioritised to protect staff, customers and the wider community. Where appropriate, we will inform relevant regulatory bodies in line with statutory obligations.

By following this complaints procedure, our objective is to resolve concerns about business waste removal, commercial rubbish collections and related services swiftly and fairly. We view every complaint as valuable input toward improving the reliability and professionalism of our commercial waste services across the service area.