Complaints Procedure — Business Waste Removal Chigwell

This complaints procedure sets out how concerns are handled by teams offering business waste removal in Chigwell and related commercial refuse services. It explains the steps we take from receipt to resolution, the expected timelines, and the rights of businesses making a complaint. The policy applies to commercial waste collection, commercial rubbish removal, and other trade waste services provided within our service area. Its purpose is to ensure transparency, fairness and consistent handling of issues so that any disruption to your operations is minimised and environmental and regulatory obligations are respected.

We treat every complaint seriously. On receipt, complaints are logged and acknowledged within a defined period. Our aim is to investigate thoroughly and respond proportionately. All complaints involving potential legal, environmental, or health and safety breaches are prioritised. This document outlines our internal escalation routes, timescales for response, how evidence is collected and recorded, and the remedies that may be offered — including re-collection, corrective action or service credits where appropriate. It also explains how to request a formal review if the initial response is unsatisfactory.

How to make a complaint: we accept complaints from authorised representatives of businesses receiving commercial waste services. To help us act promptly please provide the following information where possible:

• Company name and account reference (if applicable)
• Date, time and location of the incident
• Nature of the issue (missed collection, spillage, damage, unauthorised disposal, etc.)
• Any supporting evidence such as photographs, witness details, or documentation

Investigation and Initial Response

On receiving a complaint our customer relations team will acknowledge it within a set number of working days. That acknowledgement confirms the complaint is logged and provides an estimated timescale for a substantive response. We aim to complete initial investigations quickly, contacting relevant operational staff, reviewing collection records and any available vehicle telemetry. During the investigation we take steps to preserve evidence and to mitigate any ongoing risk to people or the environment. Any corrective actions that can be taken immediately will be carried out to reduce impact.

The investigation phase involves gathering factual information, assessing responsibility, and determining root causes. Where faults in procedure, training, or equipment are identified, actions may include retraining crews, revising collection instructions, or scheduling re-collections. We retain impartiality when assessing complex or disputed matters and document all findings. Confidentiality is maintained during the process and internal records are kept for compliance and audit purposes.

Outcomes from the initial investigation will be communicated in writing. If a complaint cannot be resolved immediately we will explain the reasons, outline the steps being taken, and provide a clear timetable for further updates. If you remain dissatisfied, you are entitled to request escalation to a senior manager for a formal review, at which point a comprehensive case summary will be prepared and reconsidered.

Resolution, Remedies and Escalation

Possible remedies depend on the nature of the complaint and may include: re-collection of waste, site remediation, service credits, or changes to collection schedules. Where damage to property or environmental harm is established, we will take remedial action promptly. Remedies are proportionate to the impact and are designed to restore service standards and reduce the likelihood of recurrence. We do not accept behaviour that jeopardises crew safety; any aggressive conduct or threats may result in refusal of access until safe arrangements are made.

If the complainant remains unhappy after escalation there are independent dispute resolution options available through third-party bodies relevant to commercial waste and environmental compliance. We will provide clear information about how to pursue those routes in our final response letter. Note that some independent bodies have eligibility criteria and may require documentation of our internal process and timings before accepting a case.

Monitoring and continuous improvement are part of our approach. We analyse complaint trends to identify systemic issues and update policies, training and operational procedures as needed. Records are retained in accordance with regulatory requirements and used to inform service audits. Regular reviews of complaint outcomes help ensure that commercial waste removal, business waste collection and other trade waste services in and around the area maintain a reliable and compliant standard.