Complaints Procedure — Business Waste Removal Stratford

Purpose and scope. This Complaints Procedure sets out how complaints about business waste removal Stratford services and related commercial waste collection are handled. It applies to all clients of our commercial waste removal services operating in the service area and covers disputes relating to service delivery, billing, missed collections, contamination handling and damage allegations. The policy aims to be fair, transparent and timely while protecting the rights of both the company and the customer.

Definitions and applicability

For the purposes of this procedure: "complaint" means any expression of dissatisfaction related to our business rubbish collection Stratford services; "client" denotes any business using our commercial waste services. The procedure does not replace statutory rights but complements contractual terms. We treat complaints about environmental, health and safety or regulatory breaches seriously and will escalate them appropriately when necessary.

How to make a complaint

Complaints should be submitted in writing where possible, detailing dates, locations, account references and a concise description of the issue. Wherever practical include photographic or documentary evidence. We accept complaints raised by authorised representatives of the business account. Complaints may concern:

• missed or late business waste collections;
• damage caused during bulk waste removal;
• incorrect invoicing for commercial waste disposal;
• unsafe handling of hazardous business waste;

Initial acknowledgement and timescales

On receipt of a complaint we will acknowledge it in writing within three business days. The acknowledgement will summarise the complaint, set out the next steps, and provide an indicative timeframe for resolution. For straightforward matters we aim to resolve issues within 10 business days; more complex investigations may require up to 20 business days. If additional time is needed, the complainant will be informed with reasons and a revised timetable.

All complaints are logged centrally and assigned a unique reference number. The log records the date received, complainant details, nature of complaint, responsible investigator and target resolution date. This record supports compliance reviews and continuous service improvement for commercial waste services in Stratford and surrounding areas.

Investigation process

Investigations will be conducted by a designated complaints officer or a senior representative not previously involved in the matter. The process includes reviewing records, inspecting service logs, interviewing staff, and, where relevant, liaising with third parties such as waste transfer stations or permitted disposal sites. The investigator will consider contractual terms, regulatory obligations and evidence provided by the complainant.

Outcome and remedies

Once the investigation is complete the complainant will receive a formal response describing: the findings, the reasons for the decision, and any remedial action. Possible remedies include apologies, service credits, revised billing, targeted retraining of staff, or changes to operational procedures. Remedies are proportionate to the impact of the issue and consistent with contractual and regulatory obligations governing commercial waste removal.

Unresolved complaints. If the complainant is dissatisfied with the outcome they may request an internal review by a senior manager. The request must be made within 14 days of receiving the outcome. The internal review will reassess evidence and the appropriateness of the proposed remedy and will, where appropriate, recommend further action. All reviews are documented and a final internal decision will be issued within 15 business days of the review request.

Confidentiality and data handling.

We handle all complaint-related information in accordance with data protection requirements. Personal and commercial data are used only for the purposes of investigation, resolution, record-keeping and regulatory reporting where required. Sensitive commercial information provided during a complaint will be treated with extra care and disclosed only to those with a legitimate need to review the matter.

Escalation and external remedies

If the internal process is exhausted and the complainant remains dissatisfied, they may seek independent dispute resolution or refer matters to a relevant industry regulator or arbitration body that oversees waste management and environmental compliance. This procedure does not limit statutory rights to seek court action where appropriate. Parties are encouraged to pursue alternative dispute resolution prior to litigation where possible.

Continuous improvement and policy review

We review complaints trends periodically to identify systemic issues affecting commercial waste services, including waste collection quality, transfer and disposal practices, and customer communications. Lessons learned inform staff training, operational adjustments and policy updates. This complaints procedure will be reviewed at least annually or sooner if required by regulatory changes or material operational shifts.

Retention and transparency. Records of complaints and their outcomes are retained for a defined period to enable audits and regulatory compliance checks. Summarised complaint statistics may be used internally to improve service delivery. We commit to handling complaints impartially and to keeping complainants informed at every stage of the process.

Final provisions. This complaints procedure applies to all aspects of commercial and business waste disposal and collection services offered within our service area. It is intended to ensure disputes are resolved promptly and fairly, reinforcing trust in our commercial waste removal operations. Clear records, timely responses and proportionate remedies are central to our approach.

By following this procedure, both clients and the service provider can expect a structured, accountable and constructive process to resolve concerns about business waste services.