Complaints Procedure

Last updated: 28 July 2026.

If something has gone wrong, we would rather hear it than not. Most things are fixed quickly
once we know.

Step 1 — tell us

Get in touch through our contact form with your name, postcode, order number if you have it, and
what happened. If it is about a specific clean, telling us within 7 days helps, because we can
often re-clean the bin before the next collection.

Step 2 — what we do

• We acknowledge your complaint within 2 working days.
• We give you a full response within 10 working days. If we need longer — for
  example if we need to speak to the crew who attended — we will tell you why and when to expect an
  answer.

Step 3 — if you are still not satisfied

Ask for your complaint to be reviewed. It will be looked at again by someone who was not
involved in the original response, and we will write to you with a final answer.

Step 4 — going further

If we cannot resolve it between us, you may be able to take your complaint to an alternative
dispute resolution provider, or to court. You can also get free, impartial advice from Citizens
Advice.

If your complaint is about how we have handled your personal data and you are not satisfied
with our response, you can complain to the Information Commissioner’s Office at ico.org.uk.

Payment disputes

If your complaint is about a Direct Debit collection, the Direct Debit Guarantee entitles you
to an immediate refund from your bank. Please tell us as well, so we can put the underlying
problem right.