Complaints Procedure — Commercial Waste Redhill

This Complaints Procedure explains how complaints about commercial waste services in the Redhill service area are handled, investigated and resolved. It applies to all forms of business waste and commercial rubbish collection, transfer and disposal activities delivered by the company. The aim is to ensure transparent, fair and timely handling of all concerns raised by customers, tenants, contractors and authorised third parties.

Scope and applicability

The procedure covers complaints relating to business waste collections, recycling services, bulk trade refuse removal and trade skip provision. It also applies to operational issues such as missed collections, container damage, health and safety concerns and alleged breaches of contractual service standards. This policy does not replace statutory reporting obligations but works alongside them to manage service issues effectively.

Who may complain: Any commercial client, site manager or authorised representative may raise a complaint about commercial refuse services. Complaints may be raised by the account holder or an appointed contact acting on behalf of a business. Complaints that relate to public waste streams or residential services will be referred to the appropriate authority.

How to submit a complaint

Complaints can be made verbally or in writing through the established customer channels associated with your service agreement. When making a formal complaint, please indicate clearly the nature of the issue, the site affected and the service type (for example: scheduled collection, trade waste recycling or hazardous waste handling). The company commits to acknowledging receipt and advising the next steps.

What to include — when preparing your complaint, include as much of the following as possible:

• Service location and account reference (if available)
• Date(s) and times of the incident or missed collections
• Type of commercial waste or rubbish involved
• Any supporting evidence such as photographs or delivery notes
• A clear statement of the outcome you are seeking

Acknowledgement and timescales

The organisation will acknowledge receipt of formal complaints within a defined period and will aim to provide an initial response that outlines the steps of the investigation. Standard internal targets are set to ensure complaints are assessed promptly and progressed in a timely manner, with regular updates where investigations are ongoing.

Investigation process: Each complaint is logged and assigned to an appropriate officer for investigation. Investigations may include review of collection records, vehicle telemetry, crew statements, site visits and examination of contractual obligations. All investigations are conducted impartially and with due regard to operational constraints and regulatory requirements for waste handling.

Conduct of investigations includes:

• Fact-finding and evidence collection
• Interviews with operational staff where relevant
• Review of CCTV or vehicle tracking data where available
• Assessment against service level agreements and statutory duties

Outcomes and remedies: Possible outcomes may include confirmation that service was delivered as contracted, identification of service shortfalls and agreement on remedial actions. Remedial measures can range from schedule adjustments and process changes to targeted training or compensation where appropriate. Every outcome is documented and communicated to the complainant.

Escalation and independent review

If the initial response does not resolve the issue, complainants may request an internal review by a senior manager. The internal review will re-examine the findings and may recommend further remedial actions. Where matters touch on statutory compliance or environmental risk, the company will cooperate with relevant regulatory bodies and supply factual information as required.

Confidentiality and data handling: Complaints are handled with respect for privacy and in accordance with data protection principles. Personal or commercial information supplied during the complaint process is used solely for the purpose of investigation and resolution, secured appropriately and retained in line with record-keeping policies.

Record keeping and monitoring: All complaints and their outcomes are recorded to identify trends and recurring issues. These records support continuous improvement of trade waste operations, driver and crew training, and service design. Periodic reviews of complaint data are used to update policy, improve contractual terms and refine operational procedures.

Commitment to improvement

The company is committed to learning from complaints and implementing corrective actions to minimise recurrence. This includes reviewing route planning, container provisioning, staff training and customer communications. Where failures are identified, corrective actions are tracked to completion and their effectiveness assessed.

Appeals and final position: Following an internal review, the company will issue a final position statement that sets out the investigation findings, the rationale for the outcome and any corrective measures adopted. This statement will mark the formal close of the complaint at the organisational level unless new evidence emerges that warrants re-opening the case.

Our promise: We aim to handle every complaint about commercial waste services with professionalism, fairness and transparency. By maintaining clear procedures and measurable targets, we strive to deliver reliable trade waste and commercial refuse services while continually improving service quality across the Redhill operating area.