Complaints

If something has gone wrong we want to know, and we aim to put it right quickly.

Tell us

• Call 07366 586 623, Monday to Friday 7.30am to 4.30pm, Saturday 7.30am to 12.30pm.
• Email hello@carmint.co.uk with your job reference (it starts SC-) and what happened.
• Or use the "Report a problem" button on your collection status page.

What happens next

1. We acknowledge within one working day.
2. If your complaint is about the collection, payment or paperwork, we raise it with the recycling partner the same day and chase it until it is resolved.
3. We give you a full reply within 10 working days. If it takes longer we tell you why and when to expect it.

Common problems and who fixes them

• Price changed on the day: the driver must explain the reason before loading. If this did not happen, tell us and we will review the photos and notes.
• Payment not received: contact us if it has not arrived by the end of the next working day.
• No Certificate of Destruction after 7 days: we will obtain it from the recycling partner for you.
• Missed collection window: we rebook at the earliest slot and tell you what went wrong.

If you are still unhappy

The recycling partner's Environment Agency permit and scrap metal dealer licence are regulated by the Environment Agency and the local council respectively. For consumer issues you can contact Citizens Advice on 0808 223 1133.