Complaints Procedure — Commercial Waste Catford

This Complaints Procedure sets out how organisations and businesses can raise concerns regarding commercial waste Catford services. It explains the scope of our complaints handling, expected timeframes, and the steps we take to investigate and resolve issues. The policy applies to all aspects of commercial refuse collection, recycling, and disposal services provided within our service area, and is intended to be clear, fair and accessible.

We recognise that problems can arise, and when they do it is important they are addressed promptly. Complaints may relate to missed collections, container damage, billing discrepancies, service frequency, or environmental and health concerns. The procedure ensures complaints are recorded, acknowledged, investigated, and resolved with a focus on improvement. We strive to treat every complaint with impartiality and respect for confidentiality.

The scope of complaints covers any dissatisfaction with Catford commercial waste services delivered to business customers, including contractual performance and conduct of operational staff. Excluded from this complaints process are matters that are undergoing formal legal proceedings or that require immediate emergency response; those situations are escalated to the appropriate authorities.

How to raise a concern: any authorised representative of a customer can submit a complaint. Complaints should include the account or service reference, date and time of the incident, a brief description of the issue, and the outcome sought. We accept complaints in writing or via an authorised online form; when raising a complaint please provide sufficient detail to enable a thorough investigation.

Upon receipt, complaints are logged in our complaints register and assigned a unique reference number. This record captures the nature of the complaint, the responsible team, key dates, and any immediate corrective actions taken. An initial acknowledgement will be issued within 3 working days to confirm receipt and outline the next steps.

The investigation process comprises fact-finding, review of records, and, where necessary, consultation with operational crews or third-party contractors. Typical steps in our response include:

• Acknowledgement: confirmation within 3 working days.
• Preliminary assessment: initial review and assignment within 5 working days.
• Full investigation: gathering evidence, interviewing staff, and site checks where applicable.
• Resolution offer: proposed action to address the concern and prevent recurrence.

Outcomes and remedies: depending on the findings, remedies may include corrective service actions, process changes, apologies, or reimbursement where applicable under the contract. We aim to provide a substantive response within 20 working days of receiving the complaint. If the investigation requires more time, we will inform the complainant of the delay and provide a revised deadline.

Escalation: if the complainant is not satisfied with the outcome, an escalation route is available. Cases can be reviewed by a senior complaints officer or manager not previously involved in the investigation. The escalation review focuses on whether procedures were followed, whether the outcome is proportionate, and whether additional remedial actions are appropriate.

Record keeping and continuous improvement: all complaints and their outcomes are retained in our complaints register for a minimum period consistent with regulatory requirements. Complaints are analysed periodically to identify trends, recurring issues, and opportunities for service improvement. Where systemic issues are identified we implement corrective measures and communicate relevant changes to affected customers.

Confidentiality and data protection

We handle personal and business data collected during a complaint in accordance with applicable data protection principles. Information is shared only on a need-to-know basis with those involved in the investigation, and records are stored securely. Anonymous reports are accepted; however, detailed investigations may be limited without sufficient information.

Timescales and expectations

We aim to be transparent about timelines. An acknowledgement within 3 working days, an initial investigation update within 10 working days, and a final response within 20 working days are standard targets. Complex matters may take longer, and complainants will be kept informed.

Monitoring and review: our complaints handling process is reviewed regularly to ensure compliance with industry standards and contractual obligations. Commercial waste collection in Catford is continuously assessed against performance indicators, and the complaints procedure itself is updated to reflect regulatory changes or lessons learned.

Accessibility and fairness: we are committed to an accessible and fair process for all customers. Alternative formats of this complaints procedure are available on request, and reasonable adjustments will be made for those with specific needs. The process is impartial, and all complaints are evaluated on their individual merits.

Final note: raising a complaint is an important mechanism for maintaining service quality and accountability. We treat complaints as opportunities to learn and improve, ensuring that remedies are practical and that future service delivery is enhanced. This procedure applies to all commercial refuse and recycling services delivered within our operational area and is reviewed periodically to reflect best practice.