Complaints Procedure — Business Waste Removal Cricklewood

Purpose and scope: This Complaints Procedure explains how complaints relating to business waste removal Cricklewood and associated commercial clearance services are handled. It is intended to be fair, transparent and proportionate for commercial customers, contractors and authorised agents. The procedure applies to all aspects of our commercial rubbish collection and disposal operations, including scheduled collections, ad-hoc collections and container hire services.

Who can complain and what matters are covered: Any business customer, property manager or authorised representative who believes a service standard has not been met may raise a complaint. Examples include missed collections, incorrect invoicing, damage to property during collection, alleged environmental non-compliance and failures in promised service levels. Routine inquiries, product queries or requests for standard service information are not classified as formal complaints under this policy.

How to submit a complaint: To enable an efficient response, please provide a clear description of the issue and supporting details. Helpful information includes:

• Service reference or job number where available
• Date and time of the event
• Description of the problem and any immediate actions taken
• Details of any witnesses or affected parties

Complaints should include the name and the role of the person raising the issue so we can verify authority to act on behalf of a business client. We will treat multiple related reports as a single complaint where appropriate.

Acknowledgement and initial assessment: Upon receipt each complaint is recorded and logged. An initial assessment identifies whether the matter is operational, contractual or potentially regulatory. We aim to acknowledge complaints promptly and to confirm the expected timescale for a substantive response. Where immediate risk to health or the environment is identified, we will prioritise remedial action while investigations continue.

Investigation process: We will conduct a timely and proportionate investigation that may include reviewing service records, CCTV (where lawful and relevant), vehicle telemetry and communications with staff or subcontractors. Investigations will be documented and will identify root causes, remedial steps and measures to prevent recurrence. Investigations consider contractual obligations, statutory duties on waste carriers and any applicable environmental controls.

Outcome and remedies: Where a complaint is upheld we will aim to deliver proportionate remedies, which may include making good any damage, correcting service failures, issuing service credits or applying other remedial measures appropriate to the circumstances. Apology, corrective action and monitoring form part of our standard approach. Financial compensation is considered only in line with contractual terms and the documented losses arising from the incident.

Escalation and review: If a dissatisfied party considers the outcome unsatisfactory they may request an internal review. The review will be carried out by a senior officer not previously involved in the case. If necessary, we will inform the complainant of options to refer matters to an independent regulator or industry ombudsman where jurisdiction exists. We do not accept abusive or vexatious conduct and reserve the right to manage such cases proportionately.

Confidentiality and data protection: All complaints and investigation records are handled in accordance with data protection obligations and are kept secure. Information will be disclosed only to those with a legitimate need to review the case, including authorised staff and, where required, regulatory bodies. Records are retained for an appropriate period to enable audit, reporting and continuous improvement.

Third-party and subcontractor matters: Complaints that involve subcontractors, third-party hauliers or disposal sites will be investigated in cooperation with those parties. Responsibility for remedying a validated failure remains with the primary service provider where contractually required. We will act to limit disruption to clients and to ensure safe, lawful continuity of waste removal services.

Monitoring, training and continuous improvement: Complaints are analysed to identify trends, training needs and systemic risk. Action plans from complaint investigations are tracked to completion. Regular management reviews ensure lessons are embedded into operational practice, contractual terms and subcontractor controls. Where appropriate we will update operational procedures to reduce recurrence of issues.

Legal considerations and limitations: This procedure does not affect statutory rights or contractual remedies available to either party. Liability for losses is determined by the contractual terms governing the supply of commercial waste removal services. Nothing in this procedure is intended to waive or limit legal rights, nor to override regulatory obligations concerning waste transfer, duty of care or environmental protection.

Review and change control: This complaints procedure is subject to periodic review and may be amended to reflect changes in law, regulatory guidance or service delivery models. All changes will be logged and implemented in a way that maintains fairness and transparency for business clients across the service area. We encourage clear, timely reporting of service issues so corrective actions can be taken promptly and recorded for future reference.