Complaints

Complaint procedures

See our contact us page if you wish to make a complaint or compliment.

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, Somerset Waste Partnership (SWP) will put a service failure right within two working days.

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

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 (such as 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