Complaints Procedure

What to do if things go wrong?

We'd like to think that everything will go perfectly, but we accept that sometimes things don't go according to plan and so if you'd like to get in touch with us to raise a complaint, please follow the instructions below to ensure that your issue is resolved as soon as possible.

Step 1: Contact us via email or telephone

Send an email to or speak to us on 0330 6600 137.

We always promise to respond to a complaint within 10 business days of submitting your complaint and if we haven't you will be entitled to receive automatic compensation in line with our Guaranteed Services Standards, a copy of which is included in your welcome pack.

Step 2: Contact us in writing

If you aren't satisfied with our initial response, please write to us at the following address:

Waste Complaints Manager
Suites 1 & 2, Unit 4
Wynyard Business Village
TS22 5FG

A manager from our waste complaints team will review the case and provide you with a resolution within 5 business days.