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If something has gone wrong, we would rather hear about it than not. Most problems are settled quickly once the right person knows.
Step one: tell us
Call the yard on [PHONE] or email [COMPLAINTS EMAIL]. Give us your weighbridge ticket number or collection reference if you have one, and tell us what happened. We will acknowledge within one working day.
Step two: we investigate
We will look at the weighbridge record, the grading notes, any photographs and the driver’s account, then come back to you within [NUMBER] working days with what we found and what we propose to do.
Disputes about weight or grade
Raise these as soon as possible, and before the material has been processed. Once a load has been sheared, baled or melted we cannot re-examine it. Weighbridge calibration certificates are available on request.
If you are still not satisfied
Ask for the matter to be escalated to [NAME OR ROLE], who will review it independently of whoever handled it first.
For matters concerning our conduct as a licensed scrap metal dealer, you may contact the licensing team at [LOCAL AUTHORITY]. For environmental or waste concerns, contact the Environment Agency on 03708 506 506.