Complaints Procedure for Harrys Waste

This Complaints Procedure sets out how Harrys Waste manages and responds to concerns raised about our services. We aim to listen carefully, investigate thoroughly and respond fairly. This document explains the scope of complaints we handle, the way we record and assess issues, and the standards you can expect from our response process. Our goal is to resolve matters promptly while learning from each issue to improve service delivery.

We define a complaint as any expression of dissatisfaction about the quality, timeliness or conduct related to the operation of Harry's Waste services. The process covers operational issues, missed collections, service disruptions, billing disputes and conduct of representatives. This procedure does not substitute formal legal processes or regulatory requirements, nor is it a replacement for statutory dispute resolution where those mechanisms apply. Complaints are handled impartially and without prejudice.

To raise a concern, customers and stakeholders should provide clear information describing the issue, relevant dates and any supporting facts or documentation. On receipt of a complaint we will confirm the details are sufficient to begin our review. Where clarification is needed we will request further information to ensure a focused and effective investigation. The emphasis is on clear, factual reporting so we can identify the root causes and take practical corrective action.

We acknowledge every complaint in a timely manner and set expectations for the next steps. An acknowledgement communicates the name of the person or team responsible for the review and the target timescale for a substantive response. Acknowledgement is an important early step to reassure complainants that their concerns are being taken seriously and will be handled by appropriate staff.

The investigation phase aims to examine the facts, interview relevant staff, review records and determine if service standards were met. Investigations are conducted with objectivity and respect for confidentiality. Notes and records are retained securely so that findings and subsequent actions can be verified and referenced. Where appropriate, corrective actions are identified and assigned to ensure a lasting solution.

When a complaint is resolved we provide a written confirmation of the outcome and any remedial steps taken. If a complainant is dissatisfied with the proposed resolution they may request an internal review. We retain records of each complaint and outcome to monitor trends, measure performance and support continuous improvement across our operations.

Outcomes of investigations may include:

• Remedial action to correct the issue identified, such as adjusting schedules, correcting records or changing practices.
• Process improvement to prevent recurrence, including additional staff training or updated procedures.
• Formal acknowledgement and an apology where service shortfalls are identified.
• Where appropriate, escalation to senior management for complex or systemic issues.

If a complainant remains unsatisfied after the internal process, an independent review by senior leadership is available. That review is limited to the matters raised and examines whether the procedural steps were followed and whether the resolution offered was reasonable. This is not a substitute for external dispute resolution but provides an additional layer of internal scrutiny to ensure fairness and consistent application of policy.

We use complaint data to identify recurring themes and drive service improvements. Regular reviews of complaint records, anonymised trend analysis and performance indicators inform training, resource allocation and contract management. By capturing lessons learned and monitoring outcomes, Harrys Waste demonstrates a commitment to accountability and ongoing enhancement of service quality. Every complaint is an opportunity to improve.