Complaints Procedure for Commercial Waste Swiss Cottage

This Complaints Procedure sets out how we handle concerns raised about commercial waste services in and around Swiss Cottage. It applies to all business waste collections, commercial rubbish removal and related service contracts offered by the provider. Our objective is to ensure that complaints are treated fairly, transparently and promptly, to maintain high standards of waste management for commercial customers. Any reference to the service area or local operations is intended to clarify scope and does not constitute legal advice.

Scope and applicability: this procedure covers business waste, commercial bin hire, bulky commercial waste collections and recycling services. It applies to complaints about missed collections, contamination disputes, service reliability, health and safety concerns and any break in contractual obligations. It does not cover commercial procurement queries or general commercial disputes unrelated to waste handling and recovery.

How to make a formal complaint

A complaint should be raised in writing or via the channel set out in the contract terms. When submitting a complaint, include: the account or contract reference, date and time of the incident, description of the issue and any supporting evidence such as photos or internal logs. Please be concise and factual. Examples of issues we investigate include:

• Missed or incomplete rubbish collections affecting businesses
• Damage to property caused during waste handling
• Incorrect or unsafe disposal practices
• Failure to adhere to agreed collections schedules

On receipt of a complaint we will record it in our complaints register and acknowledge it within a defined timeframe. The initial acknowledgement will confirm the complaint reference and outline the process that follows. We aim to provide an initial response within 5 to 10 working days, depending on the complexity of the matter. Where additional time is required we will explain the reasons and give an anticipated timeframe for a substantive reply.

Investigation: complaints are allocated to a designated case officer who will conduct an impartial investigation. This may involve reviewing collection logs, driver records, CCTV footage where available, and speaking to site representatives or contract managers. The investigation seeks to establish the facts and determine if service standards or contract terms were breached. The case officer will document findings and any corrective action.

Possible outcomes and remedies

Following an investigation we will notify the complainant of the outcome and any remedial measures. Remedies may include:

• Apology and explanation of circumstances
• Corrective operational changes to prevent recurrence
• Financial adjustments where contractually appropriate
• Disciplinary or training action for staff if justified

Where a complaint concerns regulatory compliance or potential environmental harm, the matter will be escalated in line with legal and environmental obligations.

Record-keeping and confidentiality: all complaints and associated records will be maintained in accordance with data retention policies and applicable law. Personal and commercial information is handled securely; access is restricted to personnel involved in the resolution process. Records will include the complaint details, investigation notes, evidence gathered and the final outcome.

Escalation process: if the complainant is not satisfied with the outcome they should request an internal review. An internal review will be carried out by a senior manager or an appointed review panel not previously involved in the matter. The reviewer will examine the original investigation, any new evidence and provide a reasoned decision. The review will seek to be completed within a further defined period, typically within 10 to 20 working days depending on complexity and availability of evidence.

Independent oversight and external options

Where the dispute cannot be resolved internally, the complainant may be advised of independent escalation routes relevant to commercial waste or environmental regulation. This may include referral to industry ombudsmen or regulatory bodies that oversee waste management practices. Such escalation is appropriate where there are questions about compliance with environmental permits, public health risks or systemic breaches of statutory duties. The company will cooperate fully with any external review while respecting confidentiality constraints.

Continuous improvement and learning

We treat complaints as an essential source of information for improving commercial rubbish collection and waste management services. Patterns and root causes identified through complaints analysis inform training programs, operational changes and contract updates. Regular audits of complaint trends help strengthen performance metrics and customer service standards. Action plans are developed where recurring issues are identified, with owners and timelines assigned for completion.

Final provisions: this procedure is subject to periodic review to ensure it remains effective and aligned with legal and industry standards. Any changes will be applied consistently and communicated through the appropriate contractual channels. For clarity, this document sets out the procedural approach to resolving service-related disputes and does not amend the terms of any existing commercial contract unless otherwise agreed in writing by the contracting parties.

Commitment: we are committed to resolving issues impartially, learning from incidents and maintaining reliable waste collection and management solutions for businesses. Our aim is to restore service standards swiftly and to reduce disruption to commercial operations caused by waste service failures. This complaints procedure underpins that commitment across the service area, ensuring transparent handling of concerns about commercial waste collections and associated operational matters.