Complaint Policy - Quality Waste

QualityWaste Ltd – UK Waste Management Services
Effective Date: 2 June 2025

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1. Policy Statement

At QualityWaste Ltd, we are committed to delivering high-quality waste management services across the UK, including recycling, commercial waste disposal, and environmental compliance. We welcome all feedback and take complaints seriously as part of our ongoing commitment to customer satisfaction and service improvement.

This policy outlines how individuals and organisations can raise concerns or lodge formal complaints, and how those complaints will be handled.

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2. Purpose

This policy is designed to:

• Ensure a fair, transparent, and timely process for handling complaints.
• Promote continuous improvement in our services.
• Build trust and accountability with our customers and community.
• Comply with relevant UK industry regulations and good practice standards.

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3. Who Can Make a Complaint

Complaints can be made by:

• Customers (residential or commercial)
• Suppliers or partners
• Members of the public affected by our services
• Employees or contractors (internal issues may be redirected through HR or grievance policies)

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4. What Can Be Complained About

We encourage you to raise a complaint if you experience:

• Poor quality of service (e.g. missed collections, late deliveries)
• Unprofessional behaviour by staff or contractors
• Environmental concerns
• Accessibility issues with our services or website
• Any breach of our published policies

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5. How to Make a Complaint

To submit a complaint, please email:

📧 sales@qualitywaste.co.uk

Please include:

• Your name and contact information
• A clear description of the issue
• Relevant dates, times, locations, or service details
• Any supporting evidence (e.g. photos, receipts)

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6. Complaint Process

Upon receiving a complaint:

1. Acknowledgement – You will receive a confirmation email within 2 working days.
2. Investigation – The issue will be reviewed by the relevant team or manager.
3. Response – A full response will be provided within 10 working days of acknowledgement.
4. Follow-Up – If further action is needed, we will keep you updated until the issue is resolved.

If a complaint is complex, we may need more time to investigate. In such cases, we will inform you of progress and revised timescales.

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7. Escalation

If you are not satisfied with the outcome, you may request an escalation to a senior manager for independent review. Details will be provided in our response.

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8. Confidentiality & Fair Treatment

All complaints are treated confidentially and fairly. No one will be discriminated against or penalised for raising a genuine concern.

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9. Monitoring & Review

We log and review all complaints as part of our commitment to quality control and continuous improvement. This policy will be reviewed annually to ensure it remains up to date and effective.

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10. Contact Us

For all complaints or feedback, please contact:

📧 sales@qualitywaste.co.uk
🌐 https://www.qualitywaste.co.uk