Complaints Procedure for Commercial Waste Hertford

Introduction: This complaints procedure sets out how complaints about commercial waste services in Hertford are handled by our business waste and commercial rubbish teams. It explains the stages of the process, expected timescales, and how issues are recorded and resolved. The aim is to provide a clear, fair and transparent route for any business or commercial customer to raise concerns about waste collection, recycling, bin damage, missed collections, billing disputes or service standards.

We treat every complaint seriously and strive to investigate impartially. Commercial waste Hertford customers can expect acknowledgement, a timely investigation, and a clear explanation of outcomes. This policy applies to all service area operations and is designed to meet regulatory expectations and contractual obligations while protecting customer confidentiality.

Scope: The complaints process covers matters including service delivery issues, health and safety concerns relating to collections, vehicle or crew conduct, contractual or invoicing disputes, and failures to comply with agreed commercial waste collection schedules. It does not replace statutory routes for regulatory enforcement, nor does it act as a substitute for formal legal proceedings where those are necessary.

Step 1 – Informal resolution: We encourage customers to raise concerns promptly through the usual service channels so that minor issues can often be resolved immediately. Where possible, we will offer a practical remedy on the spot, such as arranging a re-collection, clarifying instructions, or adjusting a schedule to prevent recurrence.

Step 2 – Formal complaint: If an issue is not resolved informally, a formal complaint can be submitted through the organisation's established complaint channel. The complaint should include a clear description of the problem, relevant dates, any supporting documentation or evidence, and the desired outcome. Please note that the organisation will not accept complaints that are frivolous or malicious.

Acknowledgement and registration: Upon receipt of a formal complaint we will register it in our complaints record system and send an acknowledgement within three working days. The acknowledgement will set out the complaint reference number and the name or role of the person responsible for handling the case.

Initial investigation: Following acknowledgement, a full investigation will commence. Investigators will gather facts, consult crew records, review service logs, and speak with relevant staff and third parties if required. Customers should expect an initial substantive response within ten working days of acknowledgement, unless more time is needed due to complexity.

Resolution and remedies: Where a complaint is upheld, appropriate remedies will be proposed. Remedies may include a corrective service action (for example, a re-collection), a goodwill gesture, an adjustment to charges where appropriate, or changes to future service arrangements. Remedies are determined on a case-by-case basis and are intended to be proportionate to the harm or inconvenience caused.

Escalation: If the customer remains dissatisfied with the outcome, the complaint may be escalated internally for an independent review by a senior manager who was not involved in the original investigation. The escalation request should be made within a defined period after receiving the investigation outcome. The internal review aims to provide a re-assessment and final decision within a further 15 working days.

Record-keeping and confidentiality: All complaints are recorded and retained to enable continuous improvement, trend analysis, and evidence of compliance with regulatory and contractual obligations. Records are treated as confidential and access is limited to those staff who need to review them as part of the investigation. Data protection principles are applied in accordance with applicable law.

Monitoring and learning: Complaints are used constructively to identify service weaknesses and to drive improvements across rubbish collection operations, recycling services, and billing systems. Regular reports summarise complaint volumes, common causes, and actions taken to prevent recurrence. This contributes to higher standards for commercial waste collection and strengthens accountability.

Final provisions: This procedure is part of the organisation’s wider governance framework for commercial waste and business rubbish services in the Hertford area and its surrounding service area. It is reviewed periodically to ensure effectiveness and to reflect changes in legislation, contracts, or operational practice. Customers have access to the full escalation route internally and may also have access to external independent review bodies where contractual or statutory routes permit.

Summary of key timescales:

• Acknowledgement within 3 working days
• Initial substantive response within 10 working days
• Escalation review within 15 working days of escalation

Principles: The procedure is guided by fairness, transparency, proportionality and a commitment to continuous improvement. It aims to resolve issues effectively while maintaining clear records and protecting the rights of both customers and staff involved in commercial waste operations.