Biffa Avis 7 626

The reaction and response to my query was swift and well understood.

We were really impressed by Alicia Nadin as she was our point of contact.

Thank you.

I had been dreading contacting Biffa to cancel our contract, as I’d not had great experiences previously - normally you’re signposted to Mylo, the annoying online helpbot and when you register your issue you don’t get a response.

I dealt with Zoe Cooney, and she was amazing. She was thorough, she tried to help me retain the business for Biffa with the new owner (unfortunately they had a preferred provider that they use already). Zoe was so friendly - and just a really nice lady. Everything was sorted quickly and efficiently, to the point where I was sad to be leaving. More like Zoe please Biffa, she’s fantastic.

I run a small retail business and Biffa have been an absolute nightmare. Here's what happened:

The DEAL that wasn't:

Fortnightly service: £377.52/year inc VAT (26 lifts)

28-day service: £352.54/year inc VAT (just 13 lifts)

"Saving": A pathetic £24.98/year (£2/month) for HALF the collections!

I asked to switch to less frequent collections to save money, but they'd charge more per lift (£15.47 vs £8.72) while giving me fewer visits. The math makes no sense - they're reducing service while barely cutting costs.

Cancellation trap:
When I wanted out, they hit me with £202.64 termination fee (41% of remaining contract value). Their "window" to cancel without fees was 17 Jan - 16 Apr 2026 - I missed it by 1 day. Contract auto-renews yearly unless you catch their exact 3-month notice period.

Poor service too:
Collections missed multiple times, poor communication from their rep Jamie Pillians, and bins left outside attracting fly-tipping.

Verdict: Biffa design contracts to lock small businesses in with tiny print notice periods and massive exit fees. The 28-day "alternative" is misleading - they want you stuck paying regardless. I'm now shopping elsewhere and warning all local businesses.

Date of experience: April 2026
Service used: Commercial waste collection

karen was great

Zoe Cooney was very helpful. It was nice that she actually called me to discuss and then resolved the issue. Good customer service from Zoe.

Hollie was very helpful, polite and prompt to provide me with info I needed.

Biffa come and collect bins from the commercial property on a quiet residential street between 6am and 7:30am. Always seems to be on my late start day off when I’ve worked a late evening the night before that they come. I then have to work on about 4 hours sleep every time because I’m someone who struggles to get back to sleep. I cry every week because of this, I’m aging because of this, I can’t concentrate at work because I’m so tired because I’ve been woken up hours before I was expecting. I couldn’t hate this company more.

Zoe does such a great job for us. Cannot recommend her highly enough.

Do not use this company. Had loads issues with them not picking waste up and then saying it had been picked up , when clearly it has not… absolute shocking customer service. When you ring them you are put on hold for over 20 mins and still can’t get through

Great experience. I srang and spoken to Alicia nadin on the morning of the 14 of April so see when my contract was up for renewal. Alicia gave me a fantastic new contract. Well and truly happy with how she delt with it . Definitely a good asset to the company

We have just created an account for refuse collection with Biffa and I would like to thank Stephane Clerc, Regional Specialist I&C South East for his patience and help in setting this up. Nothing was too much trouble for him. I now look forward to receiving an excellent service from Biffa.

Very helpful and lovely to talk to

Dear Sir/Madam,
I am writing to express my concern regarding my account (Account Number: P 464 02).
When I initially signed the contract with biffa , I was quoted a monthly charge of approximately $50, with no mention of any additional or hidden fees. However, I am currently being charged around $100 per month.
Furthermore, I have recently noticed additional charges being applied, including fees related to fuel price increases, rental charges, and waste transfer note charges. These costs were not clearly communicated at the start of the agreement.
I also understand that I am unable to terminate the contract or seek alternative service providers, which is causing further concern.
As a business owner, I find this situation disappointing, as the initial terms presented do not reflect the actual charges being applied. The presence of multiple hidden charges has made this agreement difficult to manage.
I kindly request a clear explanation of all current charges and a review of my account. I would also appreciate clarification on my options regarding the contract.
Also they said in the agreement said
If we want we increase the charges at any time.
Thank you for your attention to this matter. I look forward to your prompt response.
Avoid biffa

It was the excellent and efficient initial call to the customer service team. The call handler was helpful, knowledgeable and professional. In addition the subsequent support provided by Alicia, Loyalty Team Executive was extremely helpful and informative.

13/04/2026. Rubbish is their game but their customer services is spectacularly RUBBISH. I have wasted at least an hour of my time trying to get through to them on the telephone and their website makes no provision for a member of the public to make an enquiry / complaint.

Unfortunately my council uses biffa for waste collection. They miss collecting bins then refuse to come back claiming that the bin is contaminated with food. There's nothing in the bin but cardboard. No way to escalate the problem.

If I could give zero stars, I would.

After three months of repeated complaints, there has still been no resolution. The level of service is completely unacceptable. Collections have been missed, and last week our scheduled pick-up dates were changed without any warning—only for the collection to be missed again.

To make matters worse, you have increased the price of each bin by £10 without any communication. This lack of transparency and professionalism is shocking.

We are a small independent business with 1 x 1100L general waste bin and 1 glass bin. When collections are missed, the impact on our operation is severe, particularly from a health and hygiene perspective.

At this point, we have lost all confidence in your ability to provide a reliable service. We will be cancelling our agreement and seeking an alternative provider.

I would strongly advise other small businesses to avoid this company.

Shocking company! Get you on board with
No over weight chargers then hit you half way though your contract with over weight charges and say they won’t do anything about it. Complete joke do not use under any circumstance!!!! I have multi emails from reps saying they will never charge over weight charges but when I questioned this they said the contract has fine print that allows them to change there mind.

David U was great from start to finish and quick communication. I started my online query in the morning and by 5pm all the agreements were signed, sealed and delivered. 100% deserves a 5 star rating.