Office waste bins and commercial refuse collection vehicle at a business site

Complaints Procedure — Business Waste Removal Canary Wharf

Name: Business Waste Removal Canary Wharf
Address: 247 Poplar High St, London, E14 0BE, London, 247 Poplar High St, London, E14 0BE, GB
Telephone: 020 3059 3968
Price range: ££
Rating: 4.8

Purpose: This page sets out the formal procedure for raising and resolving complaints relating to business waste removal in Canary Wharf and associated commercial waste services. It explains how issues with rubbish collection, bin management, recycling collections, depot operations or invoice discrepancies will be handled. The aim is to provide a clear, fair and timely route for businesses and organisations to seek remedy when service falls short of agreed standards.

Scope and applicability

This complaints procedure applies to all customers receiving commercial waste removal Canary Wharf services, including scheduled collections, ad-hoc clearances, skip services and hazardous waste arrangements. It covers matters such as missed collections, contamination handling, vehicle conduct, site safety concerns and billing queries. It does not cover routine operational enquiries best addressed by day-to-day service teams; instead it is reserved for matters that remain unresolved after initial report.

Close-up of commercial waste documentation and photographic evidence used in complaints

Making a complaint

To submit a complaint you should provide an account of the issue, relevant dates and any supporting evidence such as collection records or photographs. Complaints may relate to:

Missed or late rubbish collection in Canary Wharf areas
Incorrect or disputed invoices for business waste services
Damage to property or site caused during a removal operation
Poor conduct by operatives or contractors

Please include the contract reference or account number where available. Complaints will be logged and acknowledged in accordance with the timescales below.

Acknowledgement and initial assessment

On receipt, each complaint is logged and assigned a unique reference. An initial assessment will determine whether the issue can be resolved at first contact or requires investigation. For straightforward matters we aim to acknowledge within two working days and provide an estimated resolution date. Complex cases that require site visits, third-party queries or investigation of historical records may take longer.

Operational staff reviewing collection schedules and vehicle tracking during an investigation

Investigation process

Investigations will be conducted proportionately and include review of collection schedules, vehicle tracking, waste transfer notes and staff reports where applicable. Wherever possible, factual findings will be supported by documentation. The investigation stage will set out the facts, identify any service failure and propose remedial action. Remedial actions may include repeat collection, credits, process changes or training for crews.

Resolution and response

Once the investigation concludes, a written response will be issued explaining the outcome and any proposed remedy. If a fault is found, the response will outline corrective steps and timescales, and indicate whether compensation or billing adjustments are appropriate. If the complaint is not upheld, the response will explain the reasons and provide evidence relied upon. All responses will be recorded in the complaint file.

Escalation and review

If you are not satisfied with the initial resolution, a formal escalation can be requested. The escalation will be reviewed by a senior manager not involved in the original handling. This review focuses on whether procedure was followed and whether the proposed remedy was proportionate. Reviews will seek to be completed promptly and an outcome communicated in writing.

Senior manager reviewing an escalated complaint file for business waste services

Independent referral and external bodies

In certain circumstances, following internal review, unresolved complaints may be referred to an external arbiter or relevant regulatory body for independent consideration. This route is available where applicable under contractual terms or where statutory regulation provides for it. Information on how to seek independent review will be provided in the escalation response where it is appropriate to do so.

Files and records representing complaint logs and continuous improvement actions

Record keeping, confidentiality and continuous improvement

All complaints and investigation records will be retained in accordance with data protection requirements and internal retention policies. Information will be treated confidentially and only disclosed to third parties where necessary for investigation or legal compliance. Aggregate complaint data is used to monitor performance and drive continuous improvement in our rubbish collection and commercial waste removal services. We aim to learn from each complaint to reduce recurrence and improve service reliability.

Timescales and expectations

Generally, acknowledgements will be issued within two working days, investigations completed within 10–20 working days depending on complexity, and escalations reviewed within a further 10 working days. These are target timescales and may be extended where investigations require third-party input. Customers will be informed promptly of any reasonable extensions.

Final provisions

This complaints procedure forms part of the contractual and service framework for business waste removal and commercial rubbish services. It is designed to be transparent, impartial and proportionate. By following the steps set out here, organisations can expect a consistent approach to resolving service concerns without prejudice. If you require clarification about any part of this process, please refer to your service terms for contractual context.