Take a look at our frequently asked questions below - we might have the answer ready for you.

• How can I update my details?

  The quickest and easiest way to update your details is by logging into your CustomerZone account:

  1. Log in
  2. Go to the ‘My settings’ tab along the top banner
  3. Select the ‘edit’ button and enter new details as applicable

  Note if you need to change your email please contact us on the email address below. For changes to site address see ‘We are moving sites, what do I need to do?’

  Alternatively you can contact our customer service team on services@biffa.co.uk, including the following information:

  • Account number or
  • Site address/postcode
  • Your new details and confirmation of what details you need replacing

• Where can I find copies of your insurance and other legal documents?

  If you require anything in relation to insurance and legal documents please click here.  

• Our Customer Promise

  As part of our ‘Customer First’ ethos, we put our customers at the heart of everything we do and always aim to provide excellent customer service. However, we appreciate that sometimes things go wrong and mistakes happen.

  If this happens, we will always make sure:

  1. Customers are made aware of how to raise a complaint and how the complaint will be managed once raised.
  2. We apologise when we get things wrong and share how we are going to put things right.
  3. Employees are appropriately trained to handle complaints.
  4. Complaints are investigated with a balanced view of all information available at the time.
  5. If a complaint can’t be resolved immediately Biffa will follow our internal escalation process and provide regular updates.

  Because Biffa is not a regulated company all complaint decisions will be made internally.

  If you have a dissatisfaction you wish to make us aware of, please call on 0800 601 601.

  You can download our complaints policy and procedure here.

• How can I make a complaint?

  Biffa consider a complaint to be ‘an expression of dissatisfaction in relation to services or products supplied or carried out by Biffa’.

  Please contact our Customer Service Team to allow us to investigate your issue and resolve it as quickly as possible.

  If your complaint is of an urgent nature, we always recommend you call us on 0800 601 601.

  • By phone

    0800 601 601 (Mon - Fri, 8:00 - 17:30, excluding public holidays). Please have your account or contract number, or your full company address to hand so we can locate your account.

    Alternatively, you can raise your issues with us by email or by using your CustomerZone account,

  • By email

  services@biffa.co.uk. Please include your account or contract number, or your full company address, so we can locate your account. We recommend you include a telephone number so we can phone you if any further information is required. This information will avoid delays in your complaint being addressed.

  • By CustomerZone

  You may wish to send us a message via your CustomerZone account which means the team will be provided with your account information. If you choose to send us a message in this way, we still recommend you include a contact number so we can phone you if any further information is required.

• How will my complaint be handled?

  

  Click on the image to expand.