Complaints Procedure — Commercial Waste Dulwich
Purpose: This document explains the formal complaints procedure for Commercial Waste Dulwich and associated rubbish collection services. It sets out how complaints are received, investigated and resolved for commercial waste services in Dulwich and surrounding service areas. The aim is to ensure that every concern about refuse removal, recycling collections, skip hire and related commercial refuse operations is handled promptly, fairly and transparently.
Scope: The procedure applies to all aspects of our commercial waste operations, including scheduled bin collections, ad-hoc clearances, recycling streams, hazardous waste handling and vehicle-related incidents. It covers complaints relating to service failure, missed collections, contamination issues, billing disputes and contractor conduct. This process relates to the delivery of commercial refuse services and the standards customers should expect.
How to submit a complaint: A complaint may be reported using the company’s official customer channels. When making a complaint, please include:
- Business name and service address (or the trade account reference)
- Date and time of the incident or service failure
- Clear description of the problem and any relevant waste type or vehicle details
- Desired outcome (for example: re-collection, billing correction, formal apology)
Acknowledgement and initial response
Acknowledgement: Upon receipt, complaints are acknowledged promptly. We strive to confirm receipt within three working days, identify the relevant service team and assign a reference number for tracking. For matters involving public health or safety, an initial site assessment may be prioritised. Our approach is designed to be proportionate to the nature and severity of the issue.
Investigation process: Each complaint is investigated by a trained member of the operations or customer relations team. The investigation typically includes a review of collection records, vehicle run sheets, staff reports and any photographic evidence. Where necessary, site visits are arranged. Investigators aim to gather sufficient information to reach an objective finding and to recommend corrective action.
Confidentiality: Complaints are treated confidentially and handled in accordance with applicable data protection obligations. Information is shared only with staff directly involved in the investigation and with third parties when required to resolve the issue (for example, subcontractors or disposal partners).
Resolution and remedies
Possible outcomes: After investigation, the complaint will be closed with one of the following outcomes where appropriate:
- Formal apology and explanation of root cause
- Re-collection or remedial service at no additional charge
- Billing adjustment or credit for demonstrated service failure
- Corrective action with contractors or staff to prevent recurrence
- Referral to an independent evaluator when specialist technical issues are identified
Timeline for resolution: Our target is to resolve routine complaints within 15 working days of acknowledgement. Complex cases that require third-party input, technical analysis or regulatory consultation may take longer; in those instances we provide regular progress updates and an estimated completion date.
Escalation and review: If the complainant is not satisfied with the outcome, an internal review can be requested. The review is carried out by a senior manager not involved in the original investigation. Requests for review should be submitted within 20 working days of the complaint outcome and will be responded to with a final decision in a specified timeframe.
External avenues: For unresolved disputes, customers have the option to seek independent scrutiny through relevant industry regulators or local oversight bodies responsible for commercial waste standards. These external bodies provide an additional avenue for review where internal procedures have been exhausted.
Recordkeeping and continuous improvement: All complaints are logged and analysed to identify trends, recurring faults and training needs. Records inform service improvements, contractor performance reviews and health & safety measures. We are committed to using complaint data to drive better standards across our commercial waste collections and Dulwich commercial waste services overall.
Commitment: We take complaints seriously and treat each one as an opportunity to improve. Our objective is to restore service confidence quickly, prevent recurrence and maintain transparent lines of communication throughout the process. This complaints procedure forms part of our broader compliance and quality framework for commercial waste services in the area.
