• Omni Recycling aims to provide a recycling service of the highest standard and is committed to understanding, meeting and exceeding the needs and expectations of all our customers.
• Omni Recycling displays its commitment to quality assurance by ensuring its vehicles comply with the Fleet Operator Recognition Scheme and maintaining FORS Bronze accreditation.
• We take cyber security seriously and therefore we implement and maintain our IT systems and software to fully align with the requirements of Cyber Essentials and maintain Cyber Essentials accreditation.
• We are also currently working towards implementing standards in line with ISO 9001 with a view to becoming fully ISO 9001 accredited in the foreseeable future.
• The company policy of continuous improvement is aided with the information gathered from our customer satisfaction surveys and regular reviews of targets and objectives.
• The management of Omni Recycling is committed to ensure that the company operates this standard and constantly strives to seek improvements to all processes.
• Within Omni Recycling quality forms an integral part of the company’s sustainable business strategy. We are committed to achieving high standards of quality in all areas of our activities thus ensuring and exceeding customer expectations.

1. CSR Policy
1. We acknowledge that running our business has an effect on society. In particular, we have a responsibility to our clients, our employees and contractors as well as the broader community in which we operate. As a long standing recycling company we take our corporate social responsibility seriously and it is a concept deeply ingrained in our culture.
2. We are committed to taking responsibility for our actions and encourage a positive contribution towards improving standards for our clients and employees, minimising our impact on the environment and improving the quality of the local community.
3. By putting CSR into practice, we are committed, wherever possible, to:
1. conducting ourselves responsibly and in an ethical manner;
2. creating a positive and supportive working environment;
3. supporting local communities;
4. improving service levels to clients;
5. acting fairly in our dealings with suppliers and other third parties;
5. and minimising the impact on our environment.

2. Environmental Policy
1. As a company directly involved with reducing environmental impact, Omni Recycling is dedicated to meeting and exceeding the requirements of environmental legislation and related codes of practice.
2. In order to minimise the impact of our company activities on the environment we:
1. continually measure and monitor internal standards and implement improvements which can further reduce any negative environmental impact of our activities;
2. are committed to seeking further ways we can increase the level of materials recovered and recycled thus reducing the amount of waste being landfilled;
3. keep up to date with recycling techniques and systems;
4. use renewable or recyclable materials where possible and actively recycle waste produced by the company;aim to promote, enhance, and raise awareness of our responsibility to the environment amongst our clients, staff, service providers and our wider community;
5. and proactively seek to protect the natural environment and we are committed to minimising our carbon footprint, sourcing sustainable and recycled materials, and reducing waste and vehicle fleet emissions, which is demonstrated through our FORS Bronze accreditation.

1. Policy statement
1. Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person’s liberty by another in order to exploit them for personal or commercial gain. We have a zero-tolerance approach to modern slavery and we are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains.
2. We are also committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our contractors, suppliers and other business partners, and as part of our contracting processes, we include specific prohibitions against the use of forced, compulsory or trafficked labour, or anyone held in slavery or servitude, whether adults or children, and we expect that our suppliers will hold their own suppliers to the same high standards.
3. This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners.
4. This policy does not form part of any employee’s contract of employment and we may amend it at any time.

2. Compliance with the policy
1. You must ensure that you read, understand and comply with this policy.
2. The prevention, detection and reporting of modern slavery in any part of our business or supply chains is the responsibility of all those working for us or under our control. You are required to avoid any activity that might lead to, or suggest, a breach of this policy.
3. You must notify your manager as soon as possible if you believe or suspect that a conflict with this policy has occurred, or may occur in the future.
4. You are encouraged to raise concerns about any issue or suspicion of modern slavery in any parts of our business or supply chains of any supplier tier at the earliest possible stage.
5. If you believe or suspect a breach of this policy has occurred or that it may occur you must notify your manager or Director, Finance and Compliance as soon as possible.
6. If you are unsure about whether a particular act, the treatment of workers more generally, or their working conditions within any tier of our supply chains constitutes any of the various forms of modern slavery, raise it with your manager.
7. We aim to encourage openness and will support anyone who raises genuine concerns in good faith under this policy, even if they turn out to be mistaken. We are committed to ensuring no one suffers any detrimental treatment as a result of reporting in good faith their suspicion that modern slavery of whatever form is or may be taking place in any part of our own business or in any of our supply chains. Detrimental treatment includes dismissal, disciplinary action, threats or other unfavourable treatment connected with raising a concern. If you believe that you have suffered any such treatment, you should inform your manager immediately. If the matter is not remedied, and you are an employee, you should raise it formally using our Grievance Procedure, which can be found in our Staff Handbook.

3. Communication and awareness of this policy
1. Our zero-tolerance approach to modern slavery in our business and supply chains must be communicated to all suppliers, contractors and business partners at the outset of our business relationship with them and reinforced as appropriate thereafter.

4. Breaches of this policy
1. Any employee who breaches this policy will face disciplinary action, which could result in dismissal for misconduct or gross misconduct. We may terminate our relationship with other individuals and organisations working on our behalf if they breach this policy.

1. How do I make a complaint?

You can contact us in the following ways:

• by telephone on 0800 690 6800. Ask to speak to James Edwards – Director, Operations and Sales
• by email at info@omnirecycling.co.uk
• by letter to Omni Recycling Limited, North Farm Lane, Tunbridge Wells TN2 3EE
• by using the online contact form at www.omnirecycling.co.uk

We may need to speak to you on the telephone, so when you contact us with your complaint or issue please let us know on which days and/or times it is convenient to telephone you.

2. To help us to understand your complaint, and in order that we do not miss anything, please tell us:

• your full name and contact details
• any order number we supplied to you
• what type of services we provided to you or were due to provide to you what you think we have got wrong (the more detailed/specific you can be, the more helpful it will be to us and will hope-fully resolve your complaint or issue more quickly), and
• what you hope to achieve as a result of your complaint

If you require any help in making your complaint we will try to help you.

3. How will you deal with my complaint?

• We will record your complaint centrally.
• After we hear from you, we will confirm receipt of your communication within two working days of receiving it.
• We will investigate your complaint. This will normally take a few working days. During this period we may need to contact you to get further details about your complaint or issue. In some cases we may need to visit the place where the services were performed in order to investigate your complaint or issue. While we investigate, we will contact you by telephone or email. If you are unable to reply within a few days, we may not be able to sort out the complaint or issue.
• We normally expect to provide a substantive response to a complaint or issue within 10 working days. We may respond in the following way:

4. We may entirely agree with your complaint or issue, and:

• either provide the service again; or
• if the deficiency in our services has been minor, we may suggest that we will reduce the amount you need to pay us (or offer a refund where you have made payment); or
• offer a full refund so that you can obtain some or all of the services from another provider; or
• where the complaint relates to damage caused to your property through our negligence in performing the services, we may offer compensation to rectify the damage.

We may not agree with your complaint (whether in whole or in part), and we will normally provide a written explanation of why we do not agree with your complaint or issue.

If we agree with some of your complaint we may offer one of the suggested solutions above.

5. What if I am not satisfied with the outcome?

If you are unhappy with any of our responses, we may then suggest that the dispute between us should be referred to an organisation which can arbitrate or mediate the dispute. This is not compulsory but can prove useful for resolving disputes. If you do not wish to accept our decision or you do not wish to use an arbitration or mediation scheme we suggest, you are free to use other remedies available to you under English law, such as using the courts. Sometimes it will not be possible to resolve a dispute to a customer’s satisfaction. If this is the case we will let you know that we have dealt with your complaint or issue as far as we can. We hope that this will not happen but in such a circumstance you will still be able to follow the available remedies under English law, if you so wish. You may wish to consult such organisations as your local Citizens Advice Bureau or Citizens Advice consumer service.