Complaints Procedure for Commercial Waste Kensington
This complaints procedure explains how we handle concerns relating to Commercial Waste Kensington and associated commercial rubbish services. It is intended for businesses, property managers and authorised representatives who use our commercial waste services in Kensington and the wider rubbish company service area. The aim is to resolve issues efficiently, fairly and transparently while maintaining high operational standards across all collections and disposals.
Anyone receiving or contracting for Kensington commercial rubbish collection or related services may raise a complaint. A complaint includes any expression of dissatisfaction about our service delivery, collection schedules, crew conduct, invoicing or perceived breaches of contractual arrangements. Routine enquiries or service requests should be directed through your usual service channel; this procedure applies where acknowledgement of fault, remediation or formal investigation is required.
Our approach is built on three principles: accessibility, impartiality and timeliness. We will treat all complaints seriously, keep records of the investigation, and ensure outcomes are communicated clearly. Confidentiality will be respected where appropriate, and we will safeguard personal data in line with statutory requirements while investigating operational matters.
How to submit a complaint
To make a complaint, please use the communication channel you used to engage our services (for example, your client portal or account management platform). When submitting, include the following details so we can act quickly:
- Account or contract reference
- Date, time and location of the issue
- Clear description of what happened and the expected outcome
- Any supporting evidence such as photos or delivery notes
On receipt, we will acknowledge your complaint promptly and advise the expected timescale for our initial response. Typically, an initial acknowledgement will be issued within three working days. We aim to complete a thorough investigation within 15 working days where possible; if more time is required we will inform you of the reason and revised timescale. These targets reflect our commitment to resolving matters affecting commercial waste removal in Kensington efficiently.
The investigation may include review of collection logs, CCTV or in-cab records, interviews with drivers and operatives, and examination of contractual terms. We will document each step and keep a clear audit trail. Throughout, strong emphasis is placed on fairness and consistency so that similar issues receive comparable treatment.
Assessment, remedies and escalation
Following investigation, we will communicate our findings and proposed resolution. Possible remedies include an apology, correction of scheduling errors, repeat collection, adjustment or credit where billing errors have occurred, or operational changes to prevent recurrence. All outcomes will be recorded and the rationale for the decision explained to the complainant.
Where the complainant is not satisfied with the outcome, an internal escalation process is available. Escalation will involve a senior operations or customer relations review. We will confirm the outcome of internal escalation in writing and outline any additional steps taken. If your concern relates to systemic service delivery across our rubbish company service area, it will be flagged for broader operational review.
We also maintain monitoring and reporting systems so that complaint trends inform training, route planning and contract management. Complaints are a key input to continuous improvement: they help refine procedures, enhance staff guidance and improve communication with clients. Records are retained in accordance with our data retention policies to support future enquiries and performance analysis.
To ensure fairness, we ask that complainants act reasonably. Vexatious or abusive behaviour will be managed appropriately, and we reserve the right to close matters where continued correspondence is disproportionate. Equally, we commit to treating all complainants with respect and to providing clear updates at each stage.
Our complaints records are reviewed regularly as part of service governance. Metrics such as time to acknowledge, time to resolution and root-cause categories are tracked. These reviews drive operational changes and inform training priorities to reduce recurrence of common issues across our commercial waste network.
In closing, our objective is to deliver a robust, transparent complaints process that supports reliable commercial waste services and prompt resolution of issues. If a complainant remains dissatisfied after exhausting internal procedures, they may seek an independent review by the appropriate external regulator. We are committed to learning from every complaint and to continuous improvement of our commercial waste provision across the service area.
