Complaint Policy

Last updated: July 17, 2024

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.

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

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.

We aim to resolve your complaint quickly and efficiently, and to keep you informed. However, 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.

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.

Stuart

Car Leasing Provider

I recently had a fantastic experience with this company that truly prioritises its customers and is committed to recycling. Initially, I was hesitant after receiving several quotes that were all in the triple digits from other companies. However, this company offered a quote that was significantly lower—hundreds below the others—so we decided to move forward. They collected our waste on a Friday of this week, and I was impressed to receive a notification the day before with details about the vehicle, driver, and estimated arrival time. The collection itself was handled with care; their staff meticulously managed everything as it was taken from our 5th floor office building. Additionally, they provided all the necessary documentation and certificates at no extra charge. Overall, their professionalism and dedication to service made the experience excellent!

Sara

Installation Provider

Finding a reliable waste collection provider without breaking the bank was a challenge for us. We often deal with a mix of old WEEE from various jobs, and Quality Waste came through with a no-obligation quote—no aggressive sales tactics like we experienced with other companies that kept hounding us to book. We started with a small trial collection on our preferred date, and I was impressed by their professionalism throughout the process. They provided clear notifications the day before, including all the details about the collection timeframe. After everything was collected, they promptly emailed us all the necessary paperwork and certificates. I highly recommend Quality Waste for anyone in need of dependable waste collection services!

Jena

Charitable organization

As a charity with limited funds for disposing of old equipment, we faced challenges finding an affordable solution. After reaching out to several companies, all of whom quoted high fees for collecting our old PCs and laptops, we contacted Quality Waste. They offered a no-charge collection service, which was a welcome surprise. Not only did they collect our items the very next day, but they also donated funds back to us, which was incredibly generous and beneficial for our organisation. This experience couldn’t have been better for us, and I highly recommend Quality Waste for their outstanding service and support!

Matt

Office Admin

For several years, we struggled to find a company that could collect a large amount of old electrical waste from our basement, with every provider quoting us several thousand. Then we found Quality Waste. They sent a staff member to assess the job at no cost, which was a pleasant surprise. To our astonishment, they came back with a very competitive price. They even collected everything on a weekend and went the extra mile by cleaning up after they finished. I couldn’t be happier with their service and highly recommend them to anyone in need of waste collection!

Mohammed

Private Service Provider

We recently upgraded our computers, laptops, and other office equipment and had faced challenges with previous companies that would only collect the laptops and PCs, leaving everything else behind. When we reached out to Quality Waste, we sent them a photo of what we needed collected, and they offered to take everything at no cost, including free paperwork and a hard drive erase certificate. We accepted their offer, and to our surprise, the day after the collection, they informed us that they could provide a rebate for the items. We choose to donate that rebate to a charity we sponsor instead. Overall, we were extremely impressed with their service and highly recommend Quality Waste for their professionalism and generosity!