Complaints Procedure for Business Waste Removal Kenton

Purpose: This document describes the formal complaints procedure for Business Waste Removal Kenton and related commercial waste collection services. Its aim is to ensure that any concerns about our rubbish collection, skip hire or commercial waste removal in Kenton are handled fairly, promptly and transparently. The procedure applies to disputes about service delivery, missed collections, health and safety concerns, pricing or handling of business waste.

Scope and applicability: The policy applies to all customers of our business waste services, including traders, landlords and businesses using commercial rubbish collection Kenton services. Complaints are distinguished from routine service requests; a complaint is an expression of dissatisfaction that requires investigation. This page sets out how a complaint is categorised, recorded and resolved, and the expected timeframes for each stage.

Confidentiality and impartiality: We treat complaints with sensitivity. Information provided as part of a complaint will be handled confidentially and used only for investigation and improvement purposes. Our complaint handlers will act impartially and will not allow a complaint to affect future service provision beyond necessary remedial action. Acknowledgement of receipt will normally be made in writing within a short timeframe.

How to raise a complaint

To make a complaint about any aspect of our service, please submit a clear description of the issue through the channels provided at the point of service. We advise including the date and time of the incident, the type of service involved (for example, commercial rubbish collection Kenton or skip collection), location, and any reference or account number if available. Where possible, supporting evidence such as photographs or waste transfer notes helps speed up the investigation.

When lodging a complaint, state what you consider would be a satisfactory resolution. Examples include arrangement of an additional collection, correction to an invoice, or confirmation of remedial measures. We will log all complaints centrally and allocate them to a named complaints officer for handling and follow-up.

Initial handling: On receipt we will acknowledge the complaint and confirm who is managing it. A preliminary assessment will determine whether immediate action is needed to reduce health, safety or environmental risk. Where urgent remedial action is necessary (for example, removal of hazardous material or re‑collection of goods), this will be taken without waiting for full investigation conclusions.

Investigation and resolution

The investigation stage may include review of service logs, collection schedules, CCTV where available, vehicle tracking data, interviews with operatives and examination of waste transfer documentation. The complaints officer will aim to establish the facts and determine responsibility. We commit to thorough fact-finding and to keeping the complainant informed of progress.

Possible outcomes include:

• Correction: scheduling a remedial collection or re-routing of an existing service;
• Compensation: invoice adjustment, credit or refund where service failure is established;
• Operational change: updated procedures, retraining of staff or changes to communication to prevent recurrence;
• Apology: a formal apology where appropriate.

Decisions will be documented and the complainant provided with a clear explanation of the outcome and any corrective actions. Timescales for completion of the full investigation are provided below and may vary depending on complexity.

Escalation: If the complainant remains dissatisfied after receipt of the outcome, they may request an internal review. The review will be undertaken by a senior manager not involved in the original decision. Independent third-party review or mediation may be considered for unresolved cases where applicable. All escalation requests should be made within the timeframe specified in the final decision letter.

Timeframes: While individual cases vary, our standard targets are: acknowledgement within 3 working days, a substantive response or progress update within 10 working days, and a final response within 20 working days of acknowledgment. Complex investigations that require site assessment, third-party input or legal consideration may require longer; in such instances we will keep the complainant informed of expected delays.

Record keeping and monitoring: All complaints and their outcomes are recorded centrally for monitoring and continuous improvement. Records are retained in line with our internal retention policy and applicable data protection standards. Patterns of complaint are reviewed regularly to identify system failures, training needs or policy adjustments.

Remedial actions and staff training: When a complaint reveals a service gap, we will implement suitable remedial measures which may include operational amendments, additional supervision, targeted training for drivers and operatives or updated customer communications. These actions are tracked to ensure completion and effectiveness.

Non-prejudice statement: Raising a complaint will not adversely affect future service provision beyond actions necessary to remedy the issue. We strive to resolve disputes amicably and to maintain professional relationships with all business customers who use our commercial waste removal services.

Policy review: This complaints procedure is reviewed periodically to ensure it remains appropriate for the services provided, including commercial rubbish removal Kenton and related business waste collection operations. Changes may be made to improve clarity, fairness and responsiveness, and to align with evolving regulatory or industry expectations.

Final note: Our objective is to deliver reliable and compliant business waste services and to address problems promptly when they arise. We appreciate clear, factual reports that allow us to act efficiently. Complaints help us learn and improve the quality of commercial waste removal in Kenton and surrounding service areas.

Definitions: For the purpose of this procedure, "complaint" refers to a formal expression of dissatisfaction about the quality, timeliness or safety of our commercial waste services. "Complainant" means the person or organisation raising the issue.

Availability: This procedure is available on request and will be provided in a reasonable format for customers who require assistance in making a complaint. We are committed to fair handling, transparent outcomes and continuous improvement of all aspects of our rubbish collection and disposal services.