Complaints Procedure for Commercial Waste Rotherhithe

This Complaints Procedure sets out how we receive, record and resolve service concerns related to commercial waste operations, including Rotherhithe commercial waste services and adjacent service areas. It explains the stages we follow from acknowledgement to resolution and how we measure outcomes. The procedure applies to complaints about commercial rubbish Rotherhithe collections, missed lifts, container damage, scheduling errors and other operational issues affecting businesses using our waste collection services.

We aim to manage every complaint with fairness, promptness and transparency. Our approach balances the need to provide an efficient commercial waste removal service with the rights of customers to seek redress. The process is designed to be clear for clients and for colleagues managing cases, and to support continuous improvement in our waste collection and disposal operations.

To help customers understand what to expect, the process is summarised in three stages: acknowledgement, investigation and resolution. Typical issues we handle include missed collections, contamination disputes, vehicle or crew conduct, damage to property, and invoicing queries arising from commercial waste collection contracts in the local service area. The following

• Stage 1: Receipt and acknowledgement.
• Stage 2: Detailed investigation and corrective action.
• Stage 3: Outcome, remedy and record-keeping.

How we acknowledge and record complaints

When a complaint is raised via a customer's usual contract channel or through an authorised representative, it is logged in our complaints register and assigned a unique reference. The complainant will receive an initial acknowledgement within a defined period; this acknowledgement will state the assigned reference and outline what information is required to progress the case. We prioritise commercial waste complaints that present environmental or safety risks for immediate action.

Our acknowledgement aims to be clear and constructive. It confirms the scope of the complaint, who will lead the review and an estimated timeframe for an initial response. The acknowledgement will also identify any immediate remedial steps to reduce operational disruption — for example, arranging a follow-up collection or issuing temporary containment guidance — where permitted under contract terms.

All records are kept securely and retained in accordance with our data retention policy and industry best practice. Records include the complaint description, dates and times of relevant events, staff or vehicle references involved, photographic evidence where available, and summaries of communications. Rotherhithe commercial waste operations are treated consistently with other service areas to ensure fairness and comparability across our estate.

Investigation, assessment and corrective action

Investigations are led by an appointed case handler who reviews operational logs, CCTV or route data where available, and speaks to crew members and site contacts as necessary. The investigation aims to determine root cause, whether policy or procedural adjustments are required, and whether compensation or remedial work is appropriate. Investigations follow a clear timeline and include interim updates if the case is complex.

Timescales are important: simple matters are typically resolved within ten working days; more complex operational issues may require up to twenty-eight working days while evidence is gathered and remedial activities are arranged. Where additional time is needed we will notify the complainant and explain the reasons for any extension.

Outcomes from investigations can include corrected service actions (for example a repeat collection), training or disciplinary action for staff if warranted, equipment repair or replacement, and system changes to prevent recurrence. Where compensation is appropriate, settlements are assessed against our commercial terms and the nature of the loss or inconvenience experienced.

Escalation, independent review and continuous improvement

Should a complainant remain dissatisfied after the internal review, the procedure provides an escalation route to a senior operations manager for an independent case review. This escalation focuses on whether the original investigation was thorough, whether policies were applied correctly and whether the proposed remedy was proportionate. We ensure escalated cases are reviewed by staff who were not involved in the initial investigation.

Appeals and escalations are handled promptly and objectively. If further scrutiny is required, an external independent review can be considered where applicable under contract terms and regulatory expectations. The aim is to provide an impartial reassessment and, where necessary, to revise any decisions or actions to achieve a fair outcome.

We use complaints as an engine for improvement: aggregated complaint data is analysed to identify trends, recurring faults and training needs. Regular reports inform operational planning, route optimisation and client communications to reduce future service failures. Commercial waste removal teams receive targeted training informed by complaint findings, ensuring that remedial learning translates into better service delivery across our service area.

Confidentiality and fairness underpin the process: complainants and staff are treated with respect and all investigations are conducted impartially. Impartial records are maintained and access to sensitive information is controlled. The procedure also recognises the importance of clear, plain-language outcomes so that business customers understand what was decided and why.

Performance against complaints handling targets is monitored internally through key performance indicators and regular governance reviews. This ensures that response times, closure rates and quality of remedies meet our standards for commercial waste collection services. Periodic audits of the complaints process itself identify opportunities to streamline steps and increase transparency.

Finally, while this procedure is aimed at supporting reliable operations in urban service areas such as Rotherhithe, it is adaptable to different contract conditions and scales of operation. Our objective is to provide a consistent, accountable route for commercial clients to raise concerns and to ensure that any legitimate issues are resolved promptly, equitably and in a way that improves future rubbish collection performance.