Complaints Procedure for Business Waste Removal Kings Cross

Purpose and Scope

Business Waste Removal Kings Cross and related commercial refuse services must provide a clear, fair and timely complaints procedure. This document sets out how complaints about commercial waste collection, office refuse removal and other rubbish company services are handled. It applies to contracted services and regulated collections without attempting to replace statutory rights.

We aim to resolve queries about missed collections, contamination issues, service scheduling or damage to property during removal operations. The procedure covers the receipt, acknowledgment, investigation and resolution of complaints involving commercial or business rubbish removal across our service area.

Complaints may be raised by authorised representatives of a business account or by third parties where service failure has caused demonstrable loss. This procedure explains what to expect, typical timeframes and escalation routes. It is designed to be impartial and to record outcomes for continuous improvement.

How to Make a Complaint

When making a complaint please include the account or contract reference, the date and a concise description of the issue. If possible, provide photos or relevant documentation. The more accurate the information, the faster the investigation. Complaints should be limited to operational matters rather than contractual negotiations.

Initial acknowledgement: All complaints will be acknowledged promptly. Acknowledgement will confirm receipt and provide an estimated timescale for an initial investigation. A clear reference number will be assigned to help with any follow-up.

For the purposes of transparency, the following points outline what will not be treated as a complaint under this policy: routine enquiries about bill items, requests for quotes for additional services, and disputes that are already the subject of legal proceedings.

Investigation Process

The investigation will be proportionate to the nature and severity of the complaint. Our team will review service records, vehicle logs, CCTV where available, and interview staff involved in the collection. This helps establish facts such as missed collections, incorrect waste segregation or damage caused during collections.

Timescales: Acknowledgement will usually be within three working days. A full investigation is typically completed within 15 working days, though complex cases may require additional time. Complainants will be updated if additional time is necessary.

If immediate safety or environmental harm is reported, we will prioritise the response and may carry out remedial action before the investigation concludes. Such actions could include a priority uplift, containment measures or referral to environmental regulators when required.

Possible Outcomes and Remedies

Outcomes of an investigation may include a finding of no breach, an accepted service failure, or identification of systemic issues. Remedies are proportionate and may include a remedial collection, credits against future invoices, or changes to operational procedures to prevent recurrence.

Where loss or damage is validated, we will consider appropriate remedial action. Any offer of compensation will reflect the direct impact of the service failure and will be made in line with established policies and contractual terms.

Appeals against an outcome can be submitted in writing within 14 days of receiving the decision. Appeals will be reviewed by a senior manager not involved in the original investigation to ensure impartiality.

Escalation and Independent Review

Where internal resolution is exhausted and the complainant remains dissatisfied, an independent review may be available depending on contractual terms and regulatory frameworks. Escalation must follow the documented internal appeal route before external review is sought.

Records of complaints and outcomes are maintained to support audit, regulatory compliance and continual improvement. These records inform operational training and service development to reduce future incidents.

To ensure fairness, investigations will be conducted without bias and in accordance with data protection obligations. Personal information will be processed lawfully and only used for the purpose of resolving the complaint.

Service Standards and Commitments

Service commitment: We commit to handling complaints promptly, keeping complainants informed and implementing reasonable remedies. Our aim is to restore service levels and confidence following validated failures in commercial waste collection or office waste disposal.

The company will monitor complaint volumes and trends and publish aggregated findings as part of internal governance. This supports continuous service improvement and ensures that recurring issues are identified and addressed.

Legal position: This procedure does not affect statutory rights or remedies available under consumer protection or environmental legislation. It is intended to detail our internal process for investigating and resolving disputes related to business rubbish removal and commercial waste services.

Summary of Steps

Key steps in the complaints process include:

• Receipt and acknowledgement of the complaint;
• Assignment of a reference and initial fact-finding;
• Investigation and collection of evidence;
• Decision, remedy and communication of outcome;
• Internal appeal and, where relevant, independent review.

Final note: This complaints procedure is designed to provide a clear, transparent and proportionate approach to resolving issues with commercial waste collection and business rubbish removal services. It focuses on timely acknowledgement, thorough investigation and fair resolution while respecting legal and contractual boundaries.