Complaints Procedure for Commercial Waste Herne Hill

This complaints procedure sets out how we handle concerns about commercial waste services in Herne Hill, including collection, disposal and recycling arrangements. It applies to all contracts and accounts for businesses using our commercial rubbish collection Herne Hill services and is intended to be clear, fair and accessible. The aim is to resolve issues quickly, to learn from mistakes and to maintain high standards of service. Please read the stages below to understand how to raise a complaint, what to expect and the typical timeframes for responses.

We encourage prompt notification of any problem so that Herne Hill commercial waste teams can respond effectively. Complaints may relate to missed collections, contamination of loads, vehicle incidents, damage to property, billing disputes or perceived breaches of the service agreement. When you make a report we will record the details and provide a unique reference number. All formal complaints are reviewed by a designated complaints officer.

At the first stage we attempt an informal resolution. This means we will investigate and try to fix the issue within a short timeframe, often on the same working day or within 48 hours for routine matters. For more complex issues involving third-party contractors, environmental health or hazardous waste, the initial response may outline investigative steps and an expected timeline. We treat each case seriously and will keep you informed of progress.

If the informal stage does not resolve your concern, you may escalate to a formal complaint. A formal complaint should include the nature of the issue, dates and times, relevant crew or vehicle details if known, and any supporting evidence such as photographs or invoices. We will acknowledge receipt of a formal complaint in writing and provide an estimated date for a full investigation outcome.

During the formal investigation we will:

• gather information from operational teams, drivers and depot records;
• review CCTV or telematics where available;
• consult contract terms and compliance documentation;
• assess any environmental or safety risks and take remedial action.

Investigations are impartial and aim to determine the root cause and appropriate remedy.

Timescales: Acknowledgement within 3 working days; full investigation and written outcome within 15 working days where possible. If more time is required we will notify you with reasons and an updated completion date. Remedies may include repeat collection, compensation where appropriate, corrective training for crews, or changes to procedures.

If you remain dissatisfied after the formal response, an escalation route is available. Escalation will pass the complaint to a senior manager for secondary review. The senior manager will reassess the investigation, check for consistency with policy and recommend any further actions. This stage usually takes up to 10 working days.

Where applicable, we may offer an independent third-party review or mediation to resolve disputes about facts or remedies. This is considered for complex disputes or where both parties request neutral arbitration. The objective is to reach a fair outcome without undue delay while protecting operational safety and regulatory compliance.

Throughout the process we record outcomes and lessons learned and implement service improvements where patterns of failure are identified. Our audits and performance reviews use complaint trends to refine routes, schedules and staff training to reduce recurrence of issues with our rubbish company Herne Hill operations.

Outcomes and remedies are decided on the facts of each case. Possible outcomes include an apology, corrective action (such as repeat lift or site clearance), partial or full reimbursement for proven losses, or procedural changes. Remedies are proportionate to the impact and documented in the final response. We treat compensation claims seriously and require reasonable evidence to support monetary or material loss claims.

Confidentiality and data: All complaints are handled in accordance with applicable data protection requirements. Personal data provided during a complaint is used only for investigation and resolution purposes, and retained in line with retention policy. Anonymous reports may be accepted but could limit our ability to investigate thoroughly.

Quality assurance: To maintain standards of service the complaints function is monitored by senior management and subject to periodic review. We publish clear internal procedures and training for staff who handle complaints, ensuring consistent and professional responses. Continuous improvement is an integral part of how we manage commercial waste services in and around Herne Hill.