Complaints Procedure — Commercial Waste Crawley

This Complaints Procedure sets out how issues relating to commercial waste services in Crawley are handled, investigated and resolved. It applies to all complaints about business rubbish collection, commercial waste removal and related waste management services. The aim is to provide a clear, consistent and fair process so that concerns are addressed promptly and transparently. Please read the steps below carefully — they explain what to expect from the company and what the next steps will be if you remain dissatisfied.

Our approach to handling complaints is objective and focused on fact-finding. Every complaint is recorded, acknowledged and allocated to a designated complaints officer. The officer will review the service record, collection logs and any photographic or client-supplied evidence. An initial acknowledgement will be issued in writing within five working days of receipt, outlining the complaint reference number and an estimated timescale for investigation.

If you raise a complaint about missed collections, contaminated loads, container damage or service performance, a preliminary assessment is made to determine whether the issue is operational, contractual or requires immediate escalation for health and safety reasons. Where possible, operational issues are corrected within 24 to 72 hours. For contractual or more complex matters we will explain the steps we will take and provide progress updates until a resolution is reached.

How complaints are investigated

Investigations follow a structured process: evidence gathering, interviews with relevant staff or subcontractors, review of third-party records and, where necessary, site visits. The investigating officer will prepare a written report summarising findings and proposed remedies. Remedies may include rectifying missed services, replacing or repairing containers, crediting invoices where appropriate, or changing collection arrangements to prevent recurrence.

Timescales and updates

We aim to provide a full response within 15 working days of acknowledging your complaint. If the issue is complex and requires additional time, we will notify you with reasons for delay and an expected response date. Regular updates will be provided, and we will document all communications. Clear timelines help ensure that matters are progressed without unnecessary delay and that the complainant understands the process.

When the investigation concludes, a written outcome will be issued. That outcome will set out the findings, any corrective action taken, and any preventative measures to avoid recurrence. If remedial action is required, we will include a timetable for completion. We strive to resolve most complaints at this stage; however, there is a formal escalation path for unresolved matters.

Escalation and internal review: if you are not satisfied with the outcome, you may request a formal internal review. The review is carried out by a senior manager or an independent reviewer who was not involved in the original investigation. The reviewer will consider the original case file, any additional information provided and the appropriateness of the remedy offered. A final internal review decision will be issued within 20 working days of the request.

Appeal options: if the internal review does not resolve the issue, complainants may be advised of independent routes for further consideration where appropriate, such as regulatory bodies that oversee waste carriers and disposal standards. These routes are separate from the company’s internal process and may have their own eligibility rules and time limits. We will provide an explanation of likely external options but will not include specific contact details in this procedural statement.

Recording and analytics: all complaints are logged in a central system to support continuous improvement. Analysis of trends informs training, operational changes and policy updates. We use complaint data to identify recurring faults in commercial waste operations and to implement targeted corrective actions. This helps improve reliability of commercial rubbish collection and other business waste services across our service area.

Confidentiality and fair treatment: complainants will be treated with respect and their information kept confidential within the limits of the investigation. Information will only be shared with staff or third parties directly involved in resolving the complaint. Records are retained in accordance with applicable records retention policies and data protection principles.

Unacceptable behaviour: while we are committed to resolving complaints, we expect interactions to be constructive. Abusive, threatening or persistent behaviour may lead to restrictions on contact or the manner in which the complaint is progressed. If such measures are considered, the complainant will be informed and given an explanation.

The company reviews its complaints procedure periodically to ensure it remains effective, accessible and aligned with regulatory expectations. This document describes the standard procedure for addressing concerns about commercial waste services in the area and related service types. It uses a consistent methodology to deliver fair outcomes and to maintain standards for commercial waste collection, disposal and recycling arrangements. Our commitment is to resolve complaints promptly, learn from mistakes and improve service quality for all business customers.