Complaints, enquiries and feedback

We encourage our customers to get in touch with us – if we make a mistake, we want to know about it so we can put things right. Please read about our procedures to respond to your feedback, enquiries and complaints in this document.

How to contact us

• Telephone us on 020 8825 9468
• Email us info@westlondonwaste.gov.uk
• Find West London Waste Authority on Facebook or @westlondonwaste on Twitter
• Write to West London Waste Authority, Pink Zone, Civic Centre, Lampton Road, Hounslow, TW3 4DN

Giving feedback

If you have any comments about the services we provide let us know using the details shown above, you can write to us by email and by post, call us or use social media. If you think you received great service, a member of staff was particularly helpful or you want to tell us anything else about what we do please get in touch. We’ll get back in touch within 10 working days (please note Saturday, Sunday and bank holidays are not counted as working days).

Enquiries

We’re happy to answer your questions about what we do. When you get in touch we’ll give your enquiry a unique reference number and respond to you within 10 working days

Complaints

A complaint is an expression of dissatisfaction about our service (whether that service is provided directly by the Authority or by a contractor or partner) that requires a response There are two stages to our complaints procedure. We will tell you at each stage who is dealing with your complaint and when you can expect to receive a response.

If you are writing to complain about any of the policies we have in place which were agreed by our elected Councillors we will not be able to respond using the complaints procedure. We will however, respond to it as an enquiry.

Please note that we can only consider complaints about matters that have occurred in the last 12 months, although we may consider a complaint outside the 12 month period in exceptional circumstances.

Stage 1: What to do if you are unhappy with one of our services

If you would like to make a complaint about a service or a particular site, you can either write, fax, email, telephone or speak to a member of staff at the site you are visiting.

We will let you know we have received your complaint within two working days.

A manager will investigate your complaint and reply to you within 15 working days. If we cannot reply within this time, we will let you know.

If you are not happy with our response, tell us. We will listen to your concerns and, if appropriate, give you advice about how to take your complaint to the second stage.

Stage 2: What to do if you are still not happy

If you are not satisfied with the manager’s reply at stage one, you can ask for your complaint to be escalated to stage two. You should contact the person named at the end of your stage one letter, either by phone, email or letter within 20 working days. We will let you know we have received your request for a stage two complaint investigation within two working days.

• A senior manager will investigate your complaint and write a letter for the Director of the Authority to consider, approve and sign. This senior manager is called the Investigating Officer.
• The Director will aim to send you their letter within 25 working days. If we cannot reply within this time, we will let you know why and when you can expect to hear from us.

At the end of stage two, if you are still dissatisfied, you can contact the Local Government Ombudsman.

After we’ve responded to your complaint we may ask you for your feedback on the complaints process.