What we promise, and what happens if we miss
Anyone can publish a list of service promises. The only ones worth reading are the ones that say what you get when the promise is broken, so every commitment below carries a remedy.
A promise you cannot check is just a sentence. A promise with a stated remedy is something you can hold us to, because you know in advance exactly what we owe you and you do not have to argue your way to it.
So every commitment below is written twice: what we will do, and what happens if we do not. None of it is aspirational. If a line here ever turns out to be something we cannot honour, the honest thing is to delete the promise rather than quietly drop the remedy, and that is what we will do.
- 01
We call you back within the hour
Enquiries that arrive between 7am and 7pm get a call back within one hour, usually within a few minutes. Outside those hours you hear from us first thing the next morning.
If we do not
If more than an hour passes during those hours without us calling, tell us on your first collection and that collection is free of any deduction, and we will explain what went wrong.
- 02
Your first collection is next working day
Book before 3pm on a working day and we will collect the next working day as standard, with your drums delivered on the same visit. If you need it sooner and you call before noon, we will do our best to come the same day.
If we do not
If we agree a next-working-day first collection and do not arrive, we collect on the next working day after that and we bring an extra drum of the size you asked for, free, to cover the gap.
- 03
We turn up on your fixed day
Once your day is set, that is your day, every week or every fortnight. If something is going to make us late, we tell you before your collection window rather than after it.
If we do not
If we miss your agreed day without telling you in advance, we collect within the next working day and that collection is paid at the rate that applied on your agreed day, not a lower one.
- 04
Extra pickups when you fill early
A busy weekend or an event can fill you days before your fixed day. Call or message before noon and we will add a pickup, at no charge, as often as you need it.
If we do not
If we cannot get to you on the day you ask, we tell you within the hour and give you a specific day rather than leaving it open, and we bring an additional empty drum so you are not stuck in the meantime.
- 05
You watch your oil being measured
Your litres are measured in front of your staff at every collection. The figure you are paid on is the figure you watched being taken, and it is the same figure that goes on your waste transfer note.
If we do not
If your paperwork and your payment ever disagree, we pay the higher of the two and correct the record. You do not have to prove which one was right.
- 06
Drums are free, and swapped not emptied
Every container we supply is free, in any size, in any quantity your kitchen needs. We take the full one away and leave a clean empty in its place. Nothing is decanted on your premises.
If we do not
If we arrive without a replacement drum, you keep the full one until we bring one, and we do not collect it until we can leave an empty behind.
- 07
Paperwork the same day, not eventually
Every collection generates a waste transfer note in your online account on the day it happens, with the date, the litres and our carrier registration number on it.
If we do not
If a note is missing or wrong and you tell us, we correct it within one working day. If an environmental health officer asks you for records we have not filed, call us and we will speak to them directly.
- 08
No minimum, no contract, no notice period
There is no minimum volume, no minimum term and no notice period. Pause when you are closed, stop whenever you like, and we will collect the drums we left with you.
If we do not
If you stop, we collect our containers within ten working days at no cost, and we do not invoice you for anything. There is no clause anywhere that turns leaving into a charge.
What we do not promise
A page that only promises is not credible. These are things you might reasonably expect that we are deliberately not committing to, and why.
A fixed price per litre
The rate for used cooking oil moves with the biofuel market, and any collector quoting you a rate fixed for a year is either building in a margin to absorb the swing or intends to change it. We tell you the rate before we collect and we tell you when it changes.
A collection time to the hour
We commit to your day, not to a two-hour window. A round covering several boroughs cannot honour a timed slot without pushing every kitchen behind it, so we would rather not promise one. If you need us before you open, say so and we will build the round around it.
Same-day collection as standard
Same day is something we will try, not something we guarantee. It depends on where the van already is that morning, which is why the promise is next working day and the same-day request has a noon cut-off.
Certification we do not hold
What we hold is an Environment Agency upper tier registration as a waste carrier and dealer, and that is public and checkable. We list it and nothing else, because a scheme we are not certified under has no business appearing on our website. If your buyer or your head office requires a specific certified chain of custody, ask us before you sign anything and we will tell you plainly whether we can meet it.
How to hold us to any of this
Call or message. There is no form to fill in and no claims process, because with eight remedies that each cost us one collection, a process would cost more than the remedies. Tell us what happened and which promise it was, and we will either apply the remedy or explain why we think it does not apply. If you disagree with that explanation, we will apply it anyway.
Version 1, published 27 July 2026. These commitments apply to collections we have agreed with you. If we change them, the version you signed up under is the one that applies until your next collection, and we will tell you what changed.
The two things you should not take our word for
A promise page is us talking about ourselves. These are public records maintained by somebody else, which is the entire point of them.
- Environment Agency waste carrier
- CBDU649455 Upper Tier, Carrier & Dealer Search the public register
- Companies House
- London Oil Collection Ltd Company number 17353811 View the record
Not sure how to read a carrier registration? There is a two-minute walkthrough on how to check a waste carrier is registered , and more on the paperwork side on our compliance page.
Book Your Free Collection
Tell us where you are and we'll set up your collection day. No cost, no obligation, and we typically call you back within minutes.
Prefer to talk? Call or WhatsApp us on 07716 378590 and we'll sort it out in a couple of minutes.