Biffa Reviews 

For the attention of Ann Rennie, Head of Customer Experience.
Customer account number M51309

Dear Ms Rennie,

I am writing to outline my frustration and disappointment at the poor level of service we are getting from Biffa.

One or two missed or late collections is probably unavoidable over a given time, but it is always happening, almost weekly! This is for both our general waste and for our food waste collections. This results in time wasted waiting on the phone to chase up our missed collections.

We cancelled our previous contract with a different company for their poor level of service, we thought Biffa were better, but you don’t appear to be at the moment.

Please could you confirm what we can expect in terms of compensation for all the late collections/calls I have made to chase them up, and also confirm that the service will improve going forward. If our collections day needs to change, just let us know! We are quite accommodating, but this situation is becoming ever more frustrating.

Thank you for your help.

Kind Regards

Liz Mitchell
Marine Super Store Ltd

Without a doubt the worst waste company we have dealt with in 25 years of business. Changed prices without telling us multiple times, invoiced for missed collections regularly, spent months trying to get them to check our queried invoices whilst still paying the correct ones, then they took us to court without any response to our multiple emails and calls. Do not trust them they will overcharge you and waste hours of your life with zero customer service! There are plenty of better companies out there spend a few minutes finding one!

This is the 2nd time I have had to complain about Biffa waste trucks parked outside my flat before 6am with their engines running for over 10 minutes. The last time I took a photo and submitted it to Biffa of the offending driver.
They drove off today before I could photo them but I know they will do it again tomorrow.
Because this is ongoing and nothing seems to have been done about it since the last time.
I’ve now spoken with the noise nuisance team at the local authorities environmental health team.
It’s been reported because it is a deliberate and persistent noise nuisance.
Biffa drivers are deliberately doing this because I reported them initially got continually doing so.
As I said it’s in the hands of the noise nuisance tram.
They have provided me with an app to record the levels of noise nuisance caused by the Biffa trucks and will take the necessary enforcement action against them.
Biffa obviously don’t care about their public image or the impact their trucks have on neighbourhoods before 6am however thankfully the noise nuisance team do.
This is the 2nd time I’ve had to write about this firm on Trustpilot.
Reprehensible bunch of waste collectors happy to disturb residents sleeping.
If the Boggs drivers don’t like their waste collection roles then maybe do better in life.

Almost entered into a contract with them, but so glad we didn’t.

Took forever to get any sort of contact from them, and their customer service, when they did eventually speak to us, was awful.

The quote we received from the website and the actual quote we got through was different. Initially a £12.71+V weekly quote that turned into £19.65+V a week.

We just wanted to confirm that they could collect between certain times because we had read the reviews and naturally we were worried.

They did nothing to ease our fears. After e-mailing Kirsty Hallas, to explain how we wanted to cancel the proceedings, and to remove all of our details from the system, we had no reply for five days. Eventually, we rang up and explained to a staff member that we wanted assurance that a bin wasn’t going to randomly appear that we’d be charged for (some paperwork had already been sent across).
The lady who answered the phone seemed unbothered that we didn’t want to go ahead and said she would pass the message along.

We thought that was it.

A few minutes later, we received a phone call from Kirsty and it was very poor customer service. Using a snarky tone to say “you didn’t sign anything, so why would we send it out? That would be strange, wouldn’t it?”
So, not only is she unaware of anything previously being signed but she seemed unbothered by the fact that we wanted to cease any communication with the company. It came off that she purely rang just to start an argument.

Anyway, don’t go with Biffa. Or if you do and you struggle to get in contact, ring them up and tell them you’re leaving whatever you’ve set up. They’ll ring back quickly to start a fight.

Just renewed the Green Waste Club membership and we sold the house. Biffa want to charge me a whole year without any concession. They won't even let me introduce the new owner who can take over the DD payments.

Another example where the Government should be regulating the public services

Absolute joke of a company, constantly lying about “not being able to collect the bin”.
And then expect you to wait another two weeks to be collected and does the exact same thing!
DO NOT USE THIS COMPANY!!

Great , very good

We are trying to terminate our Biffa contract after 10 years but customer services don't seem to be helping us with it .After mixed messages we now are being told we cant cancel until 3 months before our Anniversary date then it will terminate 3 month after this date .Our AD is July 19TH so according to them we have to wait till next April to even start this process .
The reason we are leaving is we can now longer put up with the lack of service being given , missed collection , irregular pick up days ,extra charges

I live in the City of Lincoln who have contracted out their refuse collection to Biffa. Prior to a hip replacement, I contacted the City council to arrange for my bins to be collected from inside my property on a temporary basis whilst I recover. In the week just gone, they did not empty my food bin. I rang the council and it was collected later that day. On the Thursday, they failed to collect my garden bin which was very full. I rang the council and my understanding was that it would collected the same day or on Friday. Neither happened and now the council tell me that it MAY be collected on Monday. That isn't good enough. I asked for a direct contact for Biffa but was told that I had to go through the council. Is that what Biffa are, a company that hides behind intermediaries when they get things wrong. The only option to get their attention is through Trustpilot which is a very sorry state of affairs. Are Biffa one of those companies who don't care about their customers especially little people like me? Big companies seem to be able to treat their customers any way they wish these days. No wonder so many are dissatisfied with how this country operates when big companies can do what they like.

Excellent service!

David Forrest was absolutely fantastic and a real credit to your team. He provided me with a quote for a business waste bin and was extremely helpful, professional, and knowledgeable throughout.

Unfortunately, as I currently run my business from home, I’m unable to go ahead with the service at this time. However, I would have no hesitation in recommending David to other businesses.

Keep up the great work, David, and thank you for taking the time to help businesses save money on their waste services. Excellent customer service! ⭐⭐⭐⭐⭐

I found the experience of talking to Helen Bush excellent and professional. She walked us through the whole experience and talked us through the process

Hollie Jameson, was lovely explained everything really well and was extremely polite and helpful. Charlie Megson, responded promptly to emails, overall a great experience, Hollie thank you after dealing with yourself it truly swayed by decision to sign up.. first impression was great.

I am extremely disappointed with the general waste collection service provided by Biffa for the 18 Yardley site.

Despite repeatedly contacting Biffa and being given assurances and promised collection dates, as of 14 August 2026, the general waste has still not been collected. We have been repeatedly given false hope that the issue would be resolved, only for the promised dates to pass without the service being carried out.

This is not simply an inconvenience. The significant build-up of general waste is creating serious health, safety and pest-control concerns. What is particularly concerning is the apparent lack of urgency or care shown towards these issues despite them being repeatedly raised.

Biffa's customer service has also been extremely frustrating. We have spent hours on hold, only to eventually be given another promised date that, once again, has not resulted in the waste being collected. This cycle of waiting, chasing, receiving assurances and then seeing nothing happen is completely unacceptable.

A waste management company should be providing a reliable and safe service, particularly when the accumulation of waste is creating potential health and pest risks. Instead, we have experienced repeated delays, broken assurances and extremely poor communication.

Businesses should think very carefully before using Biffa for their waste management needs. Based on our experience, I would not recommend their general waste collection service.

It is extremely disappointing that a situation involving accumulating waste, health and safety concerns and pest infestation can continue without an effective resolution. We urgently need the waste removed and the service restored properly, rather than being given yet another date that is not honoured.

Biffa needs to take responsibility, address the outstanding waste immediately, and seriously improve its customer service and reliability.

I have been extremely disappointed with Biffa Waste Services. I have contacted the customer service team multiple times regarding my collection and billing issue, and I have also sent emails, but I still have not received the proper help or resolution I expected.

It is frustrating to keep chasing the same issue without anyone taking responsibility or providing a clear solution. Customers should not have to repeatedly contact a company just to get help with a basic billing or collection problem.

I hope Biffa takes this feedback seriously and improves its customer service and communication. At the moment, my experience has been very poor and disappointing. holly.brownhill
kay.coupe
Rachael.cooper

David Unwin was superb and very professional as well as patient and knowledgeable. Ten out of ten.

Customer service never answer the phone very disappointed with service provided avoid this company

Extremely disappointing commercial waste service

We have been dealing with unresolved problems with Biffa for around three months.

Despite paying invoices, completing the requested Direct Debit mandate, providing payment evidence and making numerous calls and emails, our waste collection service has still not been properly resumed.

A damaged bin we reported and requested to be replaced also remains unresolved.

Biffa even confirmed in writing on 6 August that our new Direct Debit mandate had been received and that services should resume, yet we subsequently received another service-suspension warning.

The lack of communication and follow-through has caused unnecessary disruption to our business.

We have now asked to close our account and receive a refund of any advance payments relating to services that were not provided.

**Based on our experience, we cannot recommend Biffa's service.**

Biffa are SO good at onboarding, the process is quick and smooth and leads you to believe you've finally found the right company after going through so many others. But as soon as there's an issue, it's radio silence and there's no one who can actually help you and/or resolve any problems. They also simply don't collect the bins when they say they will, but still charge you for it. Out of all of the commercial waste companies we have used, Biffa are by far the worst!

The worst waste management company we have ever dealt with. We have been customers for over five years, and in the early days they were good, but now they are awful.

We changed address over a year ago and they are still trying to collect from the old one, despite confirming multiple times that it had been removed from their system.

They frequently fail to turn up to collect the bins but still charge us for it. Getting anything credited or reimbursed is near impossible, no matter how many times you raise it. They have also promised on several occasions to send a lorry for a site clearance and simply never turned up.

Customer service is diabolical. Every call gets the same assurances and nothing ever changes. Just constant lies. It is like talking to a brick wall.

Stay away!