Complaints Procedure for Business Waste Removal Seven Sisters

This Complaints Procedure sets out how customers receiving commercial waste collection and business rubbish removal services can raise concerns and how complaints will be handled. It applies to all aspects of our commercial waste removal Seven Sisters operations including scheduled collections, ad hoc clearances, recycling services and bulky waste removal for businesses. Our aim is to resolve issues promptly, fairly and transparently while ensuring that records are kept to support continuous improvement.

The purpose of this policy is to give clear steps for someone to follow when they believe the service provided by our business rubbish removal Seven Sisters team has fallen short of reasonable standards. It explains the timescales we commit to, the roles responsible for handling complaints and the range of outcomes that may be offered. We welcome complaints as an essential part of maintaining high-quality commercial rubbish collection Seven Sisters services and reducing the risk of repeat issues.

When we refer to a "complaint" we mean any expression of dissatisfaction about an aspect of the commercial waste services Seven Sisters clients receive. This includes concerns about the timing of collections, damage to property, missed pickups, incorrect invoicing related to waste services, vehicle behaviour, or any breach of agreed terms. A complaint is distinct from a simple query or request: where possible simple service requests will be dealt with as enquiries and recorded separately.

How to Make a Complaint

Complaints can be raised in writing or verbally by authorised representatives of the business account holder. Please ensure that complaints contain key details: the account or job reference where available, the date and time of the incident, a clear description of the concern and any immediate action taken. To help us investigate thoroughly, include photos or supporting documents where appropriate. Complaints should be raised as soon as reasonably practicable after the event.

Upon receipt, we will acknowledge your complaint within three business days. An initial assessment will determine whether immediate action is required to prevent further disruption, such as arranging an emergency collection or re-allocating resources. If the complaint involves safety or regulatory risk, it will be prioritised for immediate investigation. For less urgent matters, a formal investigation will begin within five business days of acknowledgment.

Investigation Process

Our investigation will typically involve gathering records from drivers, reviewing collection logs, checking CCTV where available, and speaking with site staff. We will:

• Identify the facts and relevant contractual terms;
• Assess whether service standards were met;
• Determine the root cause of the issue; and
• Recommend remedial actions.

The investigating officer will keep a written record of findings and proposed remedies. We aim to complete investigations within 15 business days; where more complex enquiries are required we will update the complainant with a revised timescale and interim steps being taken.

Outcomes from our commercial waste removal investigations may include an apology, a correction to service records, scheduling a corrective collection, remedial repairs if property was affected, or an adjustment to billing where appropriate. In some cases we may also propose a review of operational procedures or additional staff training to prevent recurrence. All outcomes will be communicated clearly and include the rationale behind the decision.

Escalation: If the complainant is not satisfied with the initial outcome, the matter may be escalated internally to a senior manager for review. Escalation should be requested within 20 business days of the decision where possible, stating the reasons for dissatisfaction and any additional evidence. The senior review will be independent of the original investigation and will aim to provide a final internal response within 15 business days of escalation.

Records of all complaints and their outcomes will be retained for a minimum period consistent with our operational retention policy to allow trend analysis and regulatory compliance. We use complaint records to identify repeat issues, supplier performance concerns and opportunities to enhance our commercial rubbish collection services in the area.

Confidentiality and data protection are core to our process: personal data provided as part of a complaint will be processed in accordance with applicable data protection principles and only used to the extent necessary for investigation and remedial action. Access to complaint records is restricted to those involved in the investigation and supervisory personnel for quality and compliance checks.

Time limits and practicality: Whilst we encourage prompt reporting, complaints submitted after a significant delay will still be considered where practical, though the ability to investigate fully may be restricted by the passage of time. We record the receipt date and will advise whether a comprehensive investigation is feasible.

Where a complaint concerns matters that may be subject to external regulatory oversight, we will explain the appropriate escalation routes. In all cases our aim is to provide a clear internal resolution first, to avoid unnecessary escalation and to ensure swift correction of any operational faults within our business waste services.

Continuous improvement is a central purpose of this procedure. Summaries of complaint trends are reviewed regularly by management to inform service changes, fleet scheduling, crew briefings and customer communications. Our objective is to learn from each complaint to enhance reliability, safety and environmental performance across all commercial waste services.

Responsibility and governance: Senior management are accountable for the effective operation of this complaints procedure and for ensuring that staff are trained to receive, record and investigate complaints professionally. Managers must ensure that appropriate corrective actions are implemented and documented.

Final remarks: This complaints procedure exists to protect both customers and the business, ensuring fair treatment, consistent handling and documented outcomes. It supports a professional approach to resolving service failures and improving the delivery of commercial waste collection and business rubbish removal across the service area.