Complaints Procedure

Last updated: 9 August 2026

If something has gone wrong with a quote, a collection or anything else, we want to hear about it and put it right.

Step 1 — tell us

Call 07758 153074 (seven days a week) or send the details through the contact page. Include the collection address, the date, and what went wrong — photos help.

Step 2 — what we do

We acknowledge every complaint within 2 working days and aim to resolve it within 14 days. If it involves a collection crew, we speak to the people who were there before responding. You will get an honest answer either way — if we got it wrong, we will say so and fix it.

Step 3 — if you're still unhappy

Ask for the complaint to be reviewed again by the business owner. If we cannot resolve things between us, you may have recourse through Citizens Advice (citizensadvice.org.uk) or, for matters about your personal data, the Information Commissioner's Office.

Waste concerns

If your complaint is about how waste from a collection was handled, say so explicitly — these are treated with priority, and you can also report concerns to the Environment Agency.