Complaints Procedure — Commercial Waste Temple

This Complaints Procedure explains how Commercial Waste Temple and its affiliated waste management teams handle concerns about commercial waste services. It applies to all aspects of our commercial rubbish collection, trade waste removal and related service delivery. The aim is to resolve issues promptly, fairly and transparently, while protecting the rights of customers and ensuring operational standards for our collection and disposal services.

Our approach is guided by a set of core principles: accessibility, impartiality, timeliness and continuous improvement. We will treat every complaint seriously and with respect. Where appropriate, we will take corrective action to remedy service failures and will use lessons learned to improve future performance. All complaints are recorded for audit and trend analysis.

To make a complaint about a commercial rubbish service, please refer to the communication channels set out in your service agreement or account documentation. When submitting a complaint, include key details such as:

• Account or service reference where available;
• Date, time and location of the incident or missed collection;
• Clear description of the issue and any health, safety or environmental concerns;
• Any supporting evidence such as photographs or copies of invoices.

How complaints are acknowledged and triaged

On receipt, complaints are logged in our complaints register and assigned a unique reference. We will provide an initial acknowledgement and outline the next steps in our process. Priority is given to matters that pose an immediate safety, environmental or regulatory risk. For operational faults such as missed collections, contamination or incorrect container servicing, we will prioritise remedial action.

The investigation phase is designed to be proportionate and objective. Investigators will:

• review service records and vehicle logs;
• consult the assigned collection team or depot;
• examine photographic or documentary evidence;
• if necessary, conduct a site visit or request further information from the complainant.

Our investigation aims to determine root causes and identify corrective measures. We will evaluate whether contractual service levels were met and whether additional staff training, process changes or equipment maintenance is required. Where practical, we will propose immediate remedial steps to restore service continuity.

Resolution outcomes and remedies

Possible outcomes of a complaint include: a formal apology, a detailed explanation, a corrective service visit, replacement or repair of equipment, a credit or refund where appropriate, and actions to prevent recurrence. All outcomes will be communicated clearly and recorded. Remedies are proportionate to the impact of the fault and will comply with contractual terms and statutory obligations.

If you are not satisfied with the response at case handler level, complaints may be escalated internally for review by senior management. Escalation criteria typically include repeated failures, unresolved safety concerns, or disputes over contractual interpretation. During escalation, the complaint will receive a fresh, independent review to ensure fairness.

Confidentiality is maintained throughout. Information provided in a complaint will be used solely to investigate and resolve the issue, and will be retained in accordance with applicable record-keeping and data protection principles. We maintain an internal schedule for reviewing open complaints and closing cases once agreed actions are complete.

Monitoring, reporting and continuous improvement: complaints data are analysed to identify systemic issues in the provision of commercial waste collection, recycling and disposal services. Regular performance reports inform training, operational adjustments and policy updates. Trends over time are used to prioritise investments in fleet, staff development and customer service enhancements.

We aim to resolve the majority of complaints through local resolution. Where cases are escalated, a timescale for final response will be provided. If an external independent review is available under the terms of your contract or regulatory framework, you will be advised of that option once internal processes have been exhausted.

Record retention and transparency: a formal record of each complaint, including findings, actions taken and communications, will be retained for audit purposes. Our records support accountability and will be made available for authorised review in line with applicable governance arrangements.

Accessibility and reasonable adjustments: we will make reasonable adjustments to how a complaint is handled to ensure accessibility for all customers, including alternative formats and assistance where required. Staff handling complaints are trained in professional communication, equality and impartial case management.

Limitations: this procedure does not replace statutory rights or the formal dispute resolution mechanisms specified in commercial contracts. It is intended to provide a clear, constructive pathway to investigate and resolve service-related concerns with an emphasis on practical remediation and improved service delivery for our commercial rubbish customers.

Review of this procedure: this Complaints Procedure is maintained by our compliance and operations teams and is reviewed periodically to reflect regulatory change and operational learning. It is an integral part of our commitment to deliver dependable, professional waste management services under the Commercial Waste Temple banner.