Complaints Procedure for Recycled London
This complaints procedure explains how Recycled London receives, records and resolves concerns raised about its services and operations. It is intended to be clear, fair and accessible to everyone affected by our work. The purpose is to ensure a consistent approach to handling complaints, promote resolution, and identify opportunities for organisational learning. The policy applies to matters relating to recycling services, communications, operational decisions and contractor performance, and it sets out expectations for response standards, confidentiality and impartial investigation.
Who can complain and what to expect: Any individual or representative with a concern related to Recycled London may raise a complaint. Complainants can be users, community groups, partner organisations or stakeholders. We accept concerns raised on behalf of someone with their consent, and we make reasonable adjustments to support accessibility, including alternative formats and assistance where needed. The organisation aims to be approachable and to treat all complainants with respect while safeguarding privacy and ensuring a proportionate review is undertaken.
How to make a formal complaint: submit a clear account of the issue, including dates, locations, people involved and any supporting documents. Useful elements to include are:
- Complainant details and their relationship to the matter;
- Summary of events with times and dates;
- Evidence such as photographs, correspondence or records;
- Desired outcome or remedy sought.
Process and Timescales
On receipt of a formal complaint, Recycled London will log and acknowledge the matter promptly. A named officer or case handler may be assigned and the complaint will be assessed to determine scope and the level of investigation required. We aim to provide an initial acknowledgement within a reasonable timeframe and to keep complainants informed of progress. Investigations are tailored to the complexity of each case and may involve reviewing documents, interviewing staff, or engaging specialist input. Where more time is needed, we will explain the reasons and provide periodic updates.
Escalation and independent review
If a complainant considers the outcome unsatisfactory, they may request an internal escalation or review. This triggers a reassessment by a senior officer or an independent reviewer who was not directly involved in the original handling. The independent review aims to test the fairness and completeness of the earlier investigation and to identify any overlooked evidence or procedural errors. While reviews do not guarantee a change of outcome, they ensure enhanced scrutiny and an opportunity for corrective action where appropriate.
Investigations will conclude with a written outcome explaining findings and any actions to be taken. Possible responses include acknowledgement and apology, corrective measures, changes to practice or policy recommendations, and where applicable, referral to relevant bodies. Records of decisions and remedies are maintained to support organisational accountability and to identify systemic issues that require change.
Complaints involving third-party contractors or partners will be managed collaboratively. Recycled London will liaise with contracted providers when responsibility is shared, while making clear the limits of its authority. Where a partner is primarily responsible, the organisation will seek to influence remedial action and ensure lessons are captured. In some cases, the resolution may be a negotiated or recommended outcome rather than a directly enforced sanction, depending on contractual arrangements and the nature of the issue.
Learning and improvement: complaints are treated as a valuable source of intelligence for continuous improvement. Summaries of themes and lessons learned are used to inform training, operational changes and risk mitigation. The organisation maintains a complaints register and reviews trend information to prioritise systemic improvements. Staff training and procedural updates are implemented where recurring issues are identified to reduce the likelihood of repetition.
Final responsibilities and principles: Recycled London complaint procedure is founded on transparency, timeliness and proportionality. Confidentiality will be respected, and personal data handled in accordance with privacy standards. Anonymous complaints will be considered when possible but may limit the depth of investigation. The organisation seeks to resolve matters amicably and to communicate outcomes clearly. We are committed to learning from complaints and to using them constructively to improve services, governance and public confidence.