Page 16 - What to look for in a recycling and waste management provider

8. WHAT SHOULD I EXPECT

FROM AN EFFECTIVE

COMPLAINTS PROCEDURE?

Answer: Your service provider should Our aim is to provide the best possible service to
have robust complaints procedures our customers. If an incident occurs that causes
customers to be displeased with our service, we
in place. At Viridor, we are committed want to know about it; this is the only way we
to ensuring our procedures result can understand, learn and continue to improve.
in a mutually agreeable outcome The below identifies the escalation chain:
for everyone involved.

Example of an appropriate complaints procedure

If necessary, the More serious
If necessary, complaint
Initial complaint raised is then passed to the complaint will be complaints will be
with Customer Service relevant Collections escalated to Head passed to the Sales
Advisor and logged of Sales/Head of and Collections
or Sales Manager
Collections Director

In the first instance, we would like any complaints will be issued with a copy of Viridor’s
to be taken up with your Customer Service procedure and your Customer Service Advisor
Advisor by way of an email, letter, telephone call or will log activities surrounding the complaint.
in person, containing the specifics of the problem The complaint will be logged centrally and
and appropriate contact details. Your Customer the customer will be updated throughout.
Service Advisor will, in accordance with our This will allow a lesson learnt to be generated
complaints procedure confirm receipt and begin if applicable. From this, the whole company
an investigation. The person raising the complaint can learn and implement mitigating actions.