Complaints Procedure for Business Waste Removal Peckham

This Complaints Procedure sets out how clients and stakeholders can raise concerns about business waste removal Peckham services and how those concerns will be handled. The aim is to provide a clear, consistent and transparent process that protects both the service user and the provider, ensuring that every reported issue is treated seriously, investigated promptly and resolved fairly. Wherever possible, matters will be resolved informally first; where that is not appropriate, the formal stages below apply.

The scope of this policy covers all aspects of commercial and industrial refuse collection, recycling and skip services, including but not limited to missed collections, damage caused by collection crews, unsafe disposal, billing disputes and perceived breaches of environmental obligations. It applies to business waste removal in Peckham and the surrounding service area and is designed to reflect obligations under environmental and consumer protection standards without repeating legal detail. Our approach is principled: impartiality, timeliness and continuous improvement are central to how complaints are managed.

You can lodge a complaint about any element of our commercial rubbish removal Peckham service. Typical issues we investigate include:

• Failure to collect waste on scheduled days;
• Poor handling leading to property damage;
• Concerns about unlawful disposal or suspected contamination;
• Billing and invoicing disputes related to business rubbish contracts.

How to Raise a Complaint

To initiate the complaints procedure, submit a clear description of the issue with relevant dates, locations and any supporting evidence such as photographs or invoices. Complaints may be submitted in writing to the complaints team or documented in any formal correspondence you already hold. When reporting, please include the account or service reference where available and specify whether the matter is urgent. We encourage clients to report problems promptly to enable a faster and more effective response.

Once a complaint is received it will be acknowledged in writing and given a unique reference number. The acknowledgement will confirm who is handling the case and provide an expected timeframe for an initial substantive response. The initial assessment will determine whether the complaint can be resolved at a local operational level (for example, by arranging a re-collection or remedial visit) or whether it requires a formal investigation by the complaints or compliance team.

The formal investigation stage involves gathering statements from staff, reviewing CCTV or vehicle telemetry if relevant, inspecting any affected sites and checking waste transfer documentation where appropriate. Investigations are conducted objectively; evidence is considered in context and decisions are recorded. For straightforward matters, an outcome will normally be issued within 10 working days. For more complex cases, a provisional response with an estimated completion date will be provided.

Outcomes, Remedies and Escalation

Possible outcomes of a complaint investigation include:

• Confirmation that the service met standards and explanation of findings;
• Agreement to remedial action such as repeat collection, repairs or appropriate disposal;
• Apology and corrective steps to prevent recurrence;
• Proportionate financial adjustments where losses or additional costs are demonstrated.

If a complainant is dissatisfied with the initial outcome they may request an internal review. An internal review is a higher-level, independent reconsideration of the case by senior complaints or compliance personnel who were not involved in the original decision. Reviews focus on whether the original process was fair, whether all relevant evidence was considered and whether the remedy offered was reasonable for the nature of the breach.

All complaints, investigation notes and outcomes are recorded and retained in accordance with records retention policies to enable trend analysis and service improvement. Complaint records are reviewed periodically to identify recurring issues in business waste services and to inform training, operational changes and contract management. Continuous learning from complaints is essential to maintaining high standards in commercial waste handling and customer care.