Complaints Procedure for Business Waste Removal Shepherds Bush
Purpose and scope — This complaints procedure describes how concerns about business waste removal Shepherds Bush and related commercial waste services are handled. It applies to all commercial rubbish collection contracts and business customers who require commercial waste removal in Shepherds Bush or similar services. The aim is to provide a clear, fair and consistent method for receiving, acknowledging, investigating and resolving complaints related to our rubbish collection and disposal activities.
We encourage customers to raise issues promptly. Complaints may relate to missed collections, improper handling of materials, damage caused during removal, inaccurate invoicing for business rubbish collection, or perceived failures to meet service standards. This procedure is designed to protect both the customer's rights and the integrity of the waste management process while ensuring corrective action where necessary.
How to make a complaint
Complaints should be submitted in writing wherever possible to ensure clarity and a record of the issue. Provide key information including the account or contract reference, service address, date and time of the incident, a clear description of the problem and any supporting evidence such as photographs or internal reports. If you represent a company requiring business rubbish removal Shepherds Bush, include the name and role of the person lodging the complaint and whether they are authorised to act on the company’s behalf.Acknowledgement and initial response
Upon receipt, complaints will be logged in our complaints register and acknowledged within three working days. The acknowledgement will confirm receipt and outline the next steps, including an estimated timeframe for a substantive response. This stage ensures that issues related to commercial waste collection Shepherds Bush are tracked and prioritised appropriately.
Investigation process — Every complaint is assigned to a complaints handler who will gather relevant information, interview involved staff or contractors, review CCTV or route data if available, and inspect the site if necessary. The investigation will consider whether operational processes were followed, whether contract terms for business waste removal were met, and whether health, safety or environmental standards were compromised.
Investigations aim to be thorough but timely. For straightforward issues, customers should expect a full reply within 10 working days. More complex matters that require supplier coordination, technical analysis, or formal site assessments may take up to 20 working days. If a longer period is required, customers will receive regular updates and an explanation for the delay.
Outcome and remedies — When a complaint is upheld, proportionate remedies will be offered. Remedies may include an apology, corrective action such as scheduling an immediate collection or repeat service, financial adjustments where appropriate, staff retraining, or revised procedures to prevent recurrence. Remedies are selected based on the nature of the complaint and the impact on the business customer.
If a complaint is not upheld, a full explanation will be provided which outlines the evidence considered and the reasons for the decision. Customers will be given the opportunity to request a review if they disagree with the outcome. This internal review will be conducted by a senior manager who was not involved in the original investigation to ensure independence and impartiality.
Escalation and independent review — If a customer remains dissatisfied after the internal review, they may request escalation for an independent assessment. While this procedure does not provide external regulatory contact details, customers will be informed about their right to approach relevant industry ombudsmen or regulatory bodies for further review in accordance with statutory options and local regulations governing commercial waste services.
Record keeping and confidentiality — All complaints, investigation materials and outcomes are securely retained for a defined period to support transparency and continuous improvement. Personal data and commercially sensitive information are handled in accordance with applicable data protection requirements and only shared with third parties where necessary to resolve the complaint or as required by law.
Monitoring and continuous improvement — Complaints are analysed periodically to identify trends and systemic issues affecting business waste removal services. Findings inform operational changes, staff training, contractor performance reviews, and updates to service terms. This process helps to maintain high standards across the full range of commercial rubbish removal operations.
Summary of timescales and commitments:
- Acknowledgement: within 3 working days
- Initial substantive response: typically within 10 working days
- Complex investigations: up to 20 working days with updates
- Internal review: conducted by senior staff not previously involved
Appeals and final notes — Customers may request a final review if ongoing dissatisfaction persists after escalation. The final review will summarise actions taken, evidence reviewed and the reasons for the final determination. Wherever possible, practical steps for resolution and prevention of further incidents will be recommended and implemented.
By maintaining a clear, accessible and accountable complaints procedure for commercial waste services, organisations and businesses can work with service providers to resolve issues efficiently and to sustain a professional standard of rubbish collection and waste management across the service area.
Policy review — This complaints procedure is reviewed periodically to ensure it reflects operational experience, regulatory changes and best practice in commercial waste handling and customer service.
