Quality Waste Complaint Policy

Complaint Policy Last updated: July 17, 2024

1. Introduction

We make every effort to ensure that our customers are happy with the products and level of service they receive from us. We know that sometimes things can go wrong, be assured we take all complaints seriously and aim to resolve them quickly and efficiently.

2. How You Can Raise a Complaint

If you’re not completely happy with our products or any part of our service, please let us know as soon as you can. Our people are trained to deal with customer complaints, and they will always attempt to find a good solution to your complaint as quickly as possible.

Before contacting us, please have the following information to hand as it will help us locate your account and investigate your complaint efficiently:

• Your business name
• Your booking reference number
• A brief description of your complaint
• Your desired outcome to the complaint

3. Contacting Us

The best way to get in touch with us is:

By email:

We monitor all emails received at sales@qualitywaste.co.uk

We’ll reply in two working days and provide you with a point of contact for checking the progress on the resolution of your complaint.

4. Resolution Process

• We aim to resolve your complaint quickly and efficiently, and to keep you informed.
• If you are not happy with the progress in resolving your complaint you can ask the person you are speaking to, to escalate to their team leader.
• Your case will remain open for 28 days, so you’ll have enough time to review and consider our proposal.
• If you’re happy with the resolution, please let us know so we can apply any required actions to your account and close your complaint.
• If we don’t hear from you within the 28 days from the date of our formal response, we’ll take this as confirmation you’re satisfied with the resolution, and we’ll write to you again to let you know we’re closing your complaint.

5. Deadlock

If it’s been more than 8 weeks since the date you first contacted us, then you may refer your complaint to an independent third party or a relevant regulatory authority for further review and resolution. This process ensures that your concerns are addressed fairly and impartially.