Complaints & Guarantees

WasteZero London is built on repeat bookings and word-of-mouth recommendations. Most jobs run smoothly, but when they do not, we take the complaint seriously and resolve it quickly. This document sets out our written complaints procedure and the service guarantees that apply to every booking.

1. Our Service Guarantees

All WasteZero London bookings are covered by the following guarantees:

• Licensed disposal: Every load is disposed of through licensed operators and a Waste Transfer Note is provided for every job on request.
• Price Lock: The quoted price applies to the agreed scope — see the separate Price Lock Guarantee for full details.
• Trained teams: Collection leads are trained in manual handling, site safety, and duty-of-care procedures.
• Insurance: Full Public Liability and Goods in Transit insurance for every job.
• Response times: Quote responses are usually sent within minutes during working hours. Complaints are acknowledged within one working day.
• Right to cancel: Free cancellation more than 24 hours before the agreed slot.

2. Grounds for a Complaint

You can make a complaint if any of the following apply, or for any other reason you believe the service was not delivered as promised:

• The job was not completed, was late, or the team did not attend.
• Property damage was caused during collection.
• Items were taken that should not have been removed.
• The final charge was changed without an agreed written re-quote.
• Paperwork (Waste Transfer Note, invoice) was not provided or is inaccurate.
• The team's conduct or communication was unacceptable.

3. How to Make a Complaint

Please make your complaint in writing wherever possible, including your job reference, date of the job, and any photos or evidence that support the issue. Contact us via:

• Email: quotes@wastezero.co.uk — please include the job reference in the subject.
• Phone: 07349766766 during Mon - Fri: 07:00 - 20:00 and Sat - Sun: 08:00 - 18:00.
• Post: 21 Letterstone Road, Fulham, SW6 7BS

If you call with a complaint, we will ask you to follow it up in writing so we have a record of the issue to investigate.

4. Complaints Handling Timetable

1. Acknowledgement: We will acknowledge your complaint within one working day of receiving it in writing.
2. Investigation: A named manager will review the booking records, speak with the team involved, and check any photos, GPS, or documentary evidence available. This step usually takes 3 to 5 working days.
3. Response: The investigating manager will reply in writing with the outcome and any proposed resolution. Complex or disputed cases may take up to 10 working days.
4. Review: If you do not accept the outcome, you can ask for a senior review within 14 days of our response.

5. Possible Remedies

If your complaint is upheld, remedies are tailored to the specific issue and may include:

• A free return visit to complete or correct the work.
• A full or partial refund of the charge paid.
• A credit or discount against a future booking.
• Reimbursement of reasonable direct costs you incurred because of the failure.
• A written apology or, where appropriate, a review of our internal processes.

Our liability for any single complaint is limited to the total value of the service paid for, except in cases of death, personal injury, or fraudulent misrepresentation where liability is not excluded.

6. Deadlines for Complaints

Please raise any complaint within 14 calendar days of the job date or, for latent issues such as damage discovered later, within 14 days of the issue being discovered. Complaints raised more than three months after the job date will still be considered, but our ability to investigate evidence may be limited.

7. External Redress

If we cannot resolve your complaint internally, or if you are dissatisfied with our final response, you are free to pursue the matter through the relevant dispute resolution routes for waste services in England and Wales, including the small claims court where applicable.

Where a complaint involves environmental or licensing matters, you can also contact the Environment Agency or your local authority trading standards team.

8. Complaints We Take Seriously

WasteZero London operates a zero-tolerance approach to:

• Rudeness, intimidation, or discriminatory behaviour by our teams.
• Fly-tipping or illegal disposal carried out on our behalf.
• Deliberate overcharging or misrepresentation of the job scope.
• Any form of modern slavery, forced labour, or unsafe working conditions.

If you have evidence of any of the above, please report it immediately. We will investigate and, if the allegation is substantiated, take corrective action including, where appropriate, reporting to the relevant authorities.

Published by WASTEZERO LTD. For any complaints queries, email quotes@wastezero.co.uk.