Complaints Procedure

O'Connor's Waste Removal Complaints Procedure

O'Connor's Waste Removal is committed to providing reliable and professional waste removal services for homes, businesses and construction projects. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.

1. Our Commitment to Resolving Complaints

We take all complaints seriously and use them to improve our waste collection, recycling, and disposal services. Our objectives are to:

• Make it easy for you to tell us when something has gone wrong.
• Handle your complaint promptly, fairly and consistently.
• Put things right wherever reasonably possible.
• Learn from feedback to prevent similar issues in the future.

2. What This Procedure Covers

This complaints procedure applies to concerns about any aspect of our waste removal services, including but not limited to:

• Missed or delayed collections.
• Conduct or professionalism of our drivers, operatives or office staff.
• Condition, delivery or removal of skips, bins or containers.
• Charges, invoicing, or quoted prices for waste removal.
• Damage alleged to have been caused during collection or removal activities.
• Environmental, safety or cleanliness concerns relating to our work.

It does not cover employment disputes or matters that are already the subject of legal proceedings. In such situations, separate processes may apply.

3. How to Make a Complaint

We encourage you to raise issues as soon as possible so we can address them quickly. You can contact us using your usual method of communication with O'Connor's Waste Removal, such as by phone, post or in person at our offices. When raising a complaint, please provide:

• Your full name and any relevant company name.
• The service address or collection location involved.
• Dates and approximate times of the incident or service issue.
• A clear description of what went wrong and how it affected you.
• Any supporting details such as photos, job numbers or invoice references.

Providing complete information helps us investigate your concerns more thoroughly and efficiently.

4. Informal Resolution

In many cases, issues can be resolved quickly and informally. Where possible, we encourage you to discuss the matter with the driver, operative or office contact you normally deal with. They will aim to resolve straightforward issues promptly, such as arranging a return visit, correcting a scheduling error or clarifying a charge.

If you are not satisfied with the outcome of this initial discussion, or you feel the issue is more serious, you may ask for your complaint to be handled under the formal procedure set out below.

5. Formal Complaint Process

When a complaint is treated formally, it will be logged in our internal system and assigned to an appropriate manager for review. The process is as follows:

1. Acknowledgement: We will acknowledge your complaint as soon as reasonably possible. Where practical, this acknowledgement will confirm that we have received your concerns and are beginning our investigation.
2. Investigation: A manager or supervisor who is not directly involved in the day-to-day service issue will review the details, speak with relevant staff and, if necessary, inspect any locations or equipment involved.
3. Response: Once the investigation is complete, we will provide a detailed response explaining our findings, any actions taken, and our proposed resolution.

We aim to provide a full response within a reasonable timeframe. If we need more time to investigate, we will inform you and explain the reason for any delay.

6. Possible Outcomes and Remedies

Depending on the nature of your complaint and our findings, possible outcomes may include:

• A clear explanation or clarification of what happened.
• An apology where our service has fallen below our standards.
• Corrective action, such as rescheduling a collection or providing a replacement container.
• A review of internal procedures or staff training to reduce the risk of recurrence.
• Adjustment of a charge or invoice, where appropriate.

Any remedies will be proportionate to the circumstances and aligned with our contractual and legal obligations as a waste removal service provider.

7. Escalating Your Complaint

If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated. In this case, a more senior manager or director will review:

• The original complaint and all supporting information.
• The steps taken during the investigation.
• The reasons for the initial decision and outcome.

The senior reviewer may uphold the original decision, propose an alternative resolution, or request a further investigation. You will be informed of the final position and the reasons for it.

8. Recording and Monitoring Complaints

All formal complaints received by O'Connor's Waste Removal are recorded and monitored. We review complaint data regularly to identify patterns or recurring issues, such as concerns about particular collection routes, types of waste removal, or aspects of customer communication. This helps us to improve our services and maintain safe, lawful and efficient waste handling practices.

9. Confidentiality and Data Protection

We treat all complaint information with appropriate confidentiality. Details are shared internally only with staff who need the information to respond or investigate. Personal data obtained while handling your complaint will be processed in accordance with relevant data protection requirements and retained only for as long as necessary for our legitimate business and legal purposes.

10. Review of This Procedure

O'Connor's Waste Removal keeps this complaints procedure under regular review to ensure it remains clear, effective and appropriate for the waste removal services we provide. We may update it from time to time to reflect changes in our operations, industry standards or legal obligations. The version published on our website will always be the most current.

If you have any questions about this complaints procedure or need assistance in raising a concern, please contact us using your normal communication method with O'Connor's Waste Removal. We value your feedback and will do our best to resolve any issues fairly and efficiently.