Complaints Procedure for Business Waste Removal Kensington

This complaints procedure explains how we manage concerns about business waste removal in Kensington and surrounding service areas. It is designed for companies using commercial refuse collection, rubbish removal for businesses and other industrial or office waste services. The aim is to respond quickly, investigate fairly and resolve matters to the mutual satisfaction of the customer and the waste carrier.

We recognise that issues can arise with any commercial waste collection contract, from missed collections to incorrect handling of materials. This document outlines clear stages for raising an issue, how we record and investigate complaints and the timelines you can expect. The process applies to all forms of commercial waste removal Kensington clients, including short-term projects and regular business rubbish collection schedules.

All complaints should be raised as soon as possible after the event. If you are a business customer and have experienced a lapse in service with our rubbish removal for businesses, describe the incident, include dates and relevant contract references and provide any supporting evidence such as photographs or manifest notes. We will log your complaint and provide a reference number for tracking.

Stage 1 — Initial acknowledgment: On receipt of a complaint our customer relations team will acknowledge it within two working days. This acknowledgement will include the complaint reference, an outline of the investigation process and the name of the person leading the inquiry. We aim to be transparent in our handling of issues relating to commercial refuse services in Kensington and nearby areas.

Stage 2 — Investigation: An appointed investigator will review the complaint, check vehicle logs, crew reports and any relevant CCTV or route tracking where available. This stage typically takes up to ten working days, depending on complexity. If a complaint concerns hazardous or regulated waste handling, additional checks with licensed operatives and regulatory guidance may be necessary.

Stage 3 — Resolution: After investigation we will provide a formal response outlining our findings and proposed remedial actions. Possible outcomes include an apology, corrective action such as renewed collection or reclassification of waste streams, procedural changes, or compensation where appropriate and proportionate to the issue. If the complaint identifies systemic problems, we will implement a corrective plan and communicate improvements to affected customers.

To help streamline complaints handling, please include the following information when reporting an issue:

• Business name and account reference where applicable
• Date, time and location of the incident
• Description of materials involved and any health or safety concerns
• Photographic evidence or manifest numbers if available

Escalation — If you are not satisfied with the initial outcome you may request escalation to a senior manager within the organisation. Escalated complaints will receive a further review and a response within ten working days of escalation. During escalation we may convene an internal review panel to ensure impartiality and consider whether further remedial steps are warranted for commercial waste removal or rubbish collection operations.

Recording and confidentiality — All complaints are recorded on our internal system and treated in accordance with data protection principles. Records include the nature of the complaint, actions undertaken, and the final outcome. We will not disclose the details of complaints to third parties except where required by law or regulatory authorities. This applies across our service area including Kensington and adjacent business districts.

Remedies and compensation — Where the complaint identifies service failure attributable to our operations, remedies may include re-collection at no additional charge, discounts on subsequent invoices or specific targeted corrective actions. Compensation is considered on a case-by-case basis and is proportionate to the impact of the failure, including any documented financial loss directly caused by the service lapse.

Continuous improvement — We use complaint trends to improve our commercial waste removal processes, refine crew training, update routing and enhance service communications. Regular audits and customer liaison ensure that lessons learned from individual complaints feed into operational change and service reliability for business rubbish removal in Kensington and beyond.

Service expectations — Our standard business waste removal agreements specify collection frequency, permitted waste types and health and safety responsibilities. Complaints may highlight discrepancies between expected and delivered service; where that occurs, we will work with the customer to update service specifications or agree practical solutions such as container swaps, additional collections or revised scheduling.

Closing a complaint — Once a resolution has been agreed and implemented we will close the complaint and confirm any follow-up actions. If you remain dissatisfied, independent dispute resolution options may be outlined in your contract terms; otherwise, persistent concerns may be referred to the relevant regulatory body that oversees waste carriers and waste management operations. Our objective is to ensure professional, reliable and compliant commercial waste management for all customers.