Complaints Procedure — Commercial Waste West Ham

This complaints procedure explains how we manage, investigate and resolve concerns relating to commercial waste services in West Ham and surrounding service areas. It applies to all business customers, property managers and third parties affected by our commercial refuse collection, transfer and disposal activities. Our objective is to provide a clear, transparent and timely approach so that issues are addressed, lessons are learned and service standards are continually improved. We treat every complaint seriously and aim to resolve matters promptly while complying with regulatory and contractual obligations.

Complaints may relate to missed collections, contamination notices, bin damage, vehicle movements, storage and segregation practices, or perceived breaches of contractual terms. Anyone using our commercial rubbish collection or representing a business may submit a concern. We will acknowledge a complaint promptly and begin a proportionate investigation. Typically, we aim to send an acknowledgement within five working days, set realistic target dates for investigation and keep the complainant informed of progress throughout the process.

At the outset we encourage informal, operational resolution where appropriate: our front-line teams and supervisors will attempt to resolve straightforward service faults immediately. If the issue cannot be addressed on the spot, the complaint is recorded on our system and escalated for formal review. Details logged include the nature of the complaint, dates, location, crew reports, photographic evidence where supplied and any immediate remedial actions taken. This helps us identify recurring issues and allocate resources to prevent repetition.

Submitting a complaint and the formal process

You can submit a formal complaint in writing, through a customer portal where available, or by speaking with a designated representative of our commercial waste team. We do not accept anonymous complaints for formal investigation, as verification is necessary to ensure a fair and thorough review. When making a complaint, please include the date, precise location, full description of the concern and any supporting evidence such as photographs, job numbers or manifest details. Once logged, a complaint will receive a unique reference so progress and outcomes can be tracked.

The formal process follows defined stages: acknowledgement, detailed investigation, proposed resolution and formal closure. Investigation may involve reviewing collection schedules, vehicle logs, weighbridge or transfer documentation, photographic evidence, and witness statements from crew or site managers. We will assess whether operational procedures, contract terms or statutory duties have been breached and recommend remedial actions where appropriate. This stage is carried out with impartiality, and findings are documented to support transparency and quality assurance.

Timescales depend on the complexity of the issue and the need to gather third-party information. For routine operational matters we aim to provide a substantive response within ten working days; for incidents requiring multi-party enquiries or technical assessments we will issue an interim response and an estimated final response date. When delays are unavoidable, we will explain the cause, provide an updated timetable and indicate what further information may be required. All investigation outcomes and agreed remedies are recorded against the complaint reference.

Resolution, escalation and review

When a complaint is upheld we will propose appropriate remedies which may include arranging a make-good service collection, issuing a contractual adjustment, replacing or repairing damaged receptacles, or implementing operational changes to prevent recurrence. If a complaint is not upheld, we will explain the reasons and supply the evidence that informed the decision, including any operational records or photographic material. Complainants have the right to request an internal review if they remain dissatisfied; the review will be conducted by a senior manager who has not previously been involved in the case to ensure independence and impartiality.

If an internal review does not resolve the matter, there may be options for independent external review or arbitration depending on contractual arrangements and applicable law. Such routes are independent of our operational teams and provide an impartial assessment. We will advise on the availability of external processes and outline the likely steps without providing direct contact details here. Throughout escalation we will maintain confidentiality and protect personal data consistent with our privacy and records policies.

To support transparency and continuous improvement we maintain a complaints register, analyse trends arising from commercial waste and business rubbish collection operations, and use findings to inform training, operational planning and policy updates. Records of complaints and outcomes are retained in line with our document retention policy and used to produce reports on performance and compliance. Our aim is to learn from every complaint, enhance service reliability and demonstrate robust, fair handling of concerns across our commercial waste provision.