Complaint procedures

1. Service Failure Notification (SFN)
A SFN is a one-off contact about a problem, such as a missed collection or undelivered container, for which putting it right satisfies the customer.

In the event of an SFN:
SWP will put a service failure right within two working days.

2. Service Complaint
•    A Service Complaint is when a customer is dissatisfied with:
•    How we have dealt or not dealt with an SFN.
•    Repeated SFNs.
•    Standard of service received from SWP or our contractors.
•    Quality of information or how it was communicated.
•    Response by SWP or contractor to a service request.
•    Actions, behaviour or attitude of SWP, contractor or a SWP or contractor staff member.
•    Perceived harassment, bias or unfair discrimination.

In the event of a Service Complaint:
•    We will reply within 10 working days, put matters right and improve for the future.
•    Most complaints will be settled quickly and informally by putting matters right or giving an explanation.
•    Sometimes a complaint will need to be put in writing so it can be investigated and fully answered.
•    If we cannot provide a full response within 10 working days, we will let the customer know about the delay and when they can expect a full response.
•    If the customer remains unsatisfied, we will advise them how to contact the Local Government Ombudsman.

3. Policy Complaints
A Policy Complaint is when a customer is dissatisfied with:
•    A policy or service rule agreed by democratically-elected representatives in a public process.
•    Application or interpretation of such policies or legislation by a SWP or contractor staff member.

In the event of a Policy Complaint, we will:
•    Explain as clearly as possible verbally or in writing why the policy was made, and/or the basis of our interpretation.
•    Advise the customer who is responsible for making and reviewing the policy (i.e. SWB or partner authority).
•    Advise the customer of any steps we intend to take to seek further clarity.
•    Advise the customer of the most appropriate Member contact(s) for that issue.
•    Reserve the right not to enter into protracted correspondence when we have explained our position.
•    If the customer remains unsatisfied, advise them how to contact the Local Government Ombudsman.
See our Contact Us page if you wish to make a complaint or compliment.