Complaints Procedure for Business Waste Removal Merton

This document sets out the formal complaints procedure for business waste removal Merton services and related commercial rubbish collection arrangements. It applies to customers and authorised representatives who have engaged our commercial waste and recycling services. The purpose of this procedure is to provide a clear, fair and transparent route for raising concerns about service delivery, missed collections, illegal disposal, container damage, invoicing disputes and other operational matters.

Please note: this page is intended as a legal and procedural statement rather than an operational guide. It explains the steps we take to investigate complaints, the expected timeframes, possible resolutions and record-keeping practices without offering direct contact details on this page.

We aim to handle every concern professionally and to keep the process proportionate to the nature of the issue. If a complaint relates to health and safety risks, hazardous waste mismanagement or immediate environmental harm, it will be prioritised for rapid response. Otherwise, complaints about routine matters such as missed commercial bin collections or service scheduling will follow the standard complaint pathway described below. These steps are designed to support consistent outcomes across our local rubbish removal and commercial waste services.

Complaints may be raised in writing by an authorised person or by an organisation representative. When submitting a complaint, it is helpful to include: the business name and premises address, details of the service affected, the date and time of the incident, photographs where appropriate, and copies of any relevant invoices or job numbers. Providing clear information at the outset helps our investigations and reduces the time to reach a resolution. We will record the complaint and issue a reference number to track progress.

How complaints are assessed and acknowledged

On receipt the complaint will be logged and assigned to a complaints officer or an appropriate manager depending on the issue. Each complaint receives an initial assessment to determine whether the matter requires a simple operational adjustment or a more detailed investigation. We aim to acknowledge all complaints promptly and to confirm who will handle the matter and what information will be required.

The investigation phase may include site visits, review of collection records, CCTV where available, driver logs, and communications logs. For commercial waste removal in Merton and related service types our approach is evidence-based: we gather facts, interview relevant staff, and review contractual terms where applicable. Investigations are impartial and undertaken with the objective of establishing what occurred and whether service standards were breached.

During the investigation we will keep a record of all actions and findings. If interim remedial action is possible — for example arranging a one-off collection, repairing a damaged container, or issuing a credit where appropriate — that action may be taken while the full investigation continues. Any interim measures will be noted in the official complaint file.

Outcomes, remedies and timeframes

Typical outcomes may include an explanation of events, an apology, operational corrective measures, routine training, or financial redress where contract terms and losses justify it. For most complaints about routine rubbish collection or administrative matters we aim to provide a substantive response within 10 to 20 working days. Complex matters or those that require third-party input may take longer; in such cases we will provide regular updates and an estimated completion date.

The remedies available depend on the cause and impact of the complaint. Remedies for commercial waste collection failures might include making up missed collections, providing additional collections where appropriate, crediting invoices, replacing or repairing containers, or reviewing route planning. Where a complaint reveals systemic failure, we will assess whether policy or contractual adjustments are required.

If a complainant is unhappy with the decision, there is an internal review stage. An independent senior manager who was not involved in the original investigation will review the file, associated evidence, and the remedial actions proposed. The review will consider whether the original assessment was reasonable and whether outcomes are proportionate. The result of the internal review will be issued in writing and will represent our final internal position on the matter.

Record keeping and continuous improvement are central to this procedure. All complaints, evidence, decisions and remedial actions are retained in accordance with data retention policies and legal requirements. We monitor complaint trends and use insights to drive service improvements, staff training, and changes to operational processes to reduce recurrence.

Confidentiality and fairness: complaints are handled confidentially to the extent permitted by the need to investigate. We treat all complainants fairly and without prejudice. The process is non-discriminatory and is applied consistently across our commercial waste and business rubbish disposal services.

Appeals and escalation beyond our internal review may be available where statutory or contractual frameworks allow; such routes are signposted in the outcome letter where applicable. This procedure is designed to be clear, predictable and accessible, supporting the resolution of disputes related to business waste collection, commercial refuse removal and associated environmental services.