Biffa Reviews 7,648

I had a contract with Biffa for around 8 years, it came to and end recently and as I am retiring very soon hopefully, so I didn’t renew it.

Difficult to give a score because the actual collection service has been very good, once a fortnight for 8 years and only 2 missed collections, annoyingly however both missed collections recorded, with a weight, in “My Biffa” – pure fabrication.

I do find it extraordinary that a company that wants you to run your account online using “My Biffa” fails to provide an email contact, or an even an online form, for sure there is “Mylo” messaging thing, which is off line more often than online and when it is online if frankly just a wind up. A paper trail of any issue and responses to it are very important to most businesses.

If you want to contact Biffa, don’t bother using the telephone, the call is free but is rarely answered in good time. What works is to email Biffa using their trustpilot email, which trustpilot won't let me type, but is easily found in the 1 star review responses – have done this twice and had either an email response or phone call from a “manager” no less same day.

My Biffa shows removal of the bin scheduled for mid March – as of Easter Sunday it remains outside the shop.

So over all, for waste collection my experience was a positive one, Biffas communication, removal of the bin, and the online portal however all have room for improvement.

Edit 26th April 2026 - Bin was finally removed by Biffa April 10th, best part of 3 weeks late. I thought that was the end of the matter and thanked the staff who had helped us out.

But I was wrong. Today I have recieved an invoice for £12.42
- There is a charge of £0.00 for the "collection"
- A 35p Fuel Surcharge
- A £10 "invoice servicing charge"
- VAT £2.07

I checked "my biffa" and the collection is recored. even a weight against the collection, which is pure fabrication as the bin was empty and locked.

Firstly at no point during the process was any "collection charge" advised / mentioned, and to be fair Biffa have not charged for "collection"
Secondly, if Biffa had collected on the date they first arranged, no "fuel surcharge " would apply (March 2026)
Thirdly, since this job was scheduled by Biffa for March, and no charge is applicable for either the collection or fuel, there is no need to issue an invoice, which apparently triggers a £10 charge,

£10 for what ? An automated invoice on a Sunday afternoon ?

Edit - 27.04.26 - Invoice credited.

It is 9.15pm & I have just watched a man emptying food waste bins on Eastgate in Louth, Lincolnshire. He was driving William the waste eater. He acknowledged every car that stopped to let him cross road with bins. Checked he hadn't made a mess anywhere & then waited for space in traffic before pulling out again. What a great bloke

The worst company I’ve ever had to deal with in emptying bins. Biffa rubbish really is rubbish.
3 months into our contract we have had 3 visits in our contract terms. 20 minutes wait to speak to customer service listening to awful music. I’m sorry, your complaint has been elevated, no drivers, truck broke down. No staff, driver off sick are the general answers for the appalling service. Biffa are crap!!! Do not use.

Always very helpful and gets things sorted.

We previously worked with Keenan Recycling and were extremely satisfied with their service. Since Biffa took over, it has been nothing short of a nightmare.

Biffa has been consistently charging us for services they have not provided. Every single week, we have to call customer service to report the issue. Each time, we are told that the problem has been fixed — yet at the end of the month, we receive another incorrect invoice with the same charges.

When we call again, we are told that a credit has been applied to our account. However, no such credit ever appears. In reality, we are being overcharged approximately £60–£70 every month for services that were never delivered.

Following our complaint, we were informed that the issue was being handled by the Retentions Team. However, calling customer services has been completely pointless, as they openly state that they are unable to help. The person responsible for our case has not responded to any of our emails, making it impossible to resolve the situation.

This is not just poor service — it is a complete lack of accountability and communication.

This situation is completely unacceptable and deeply frustrating. We are now trying to cancel our subscription and sincerely hope we will be able to do so without further complications.

We strongly advise others to be extremely cautious.

*UPDATE:

Following further conversations, I would like to clarify my original review.

I have since spoken directly with Biffa and understand that the missed collection was resolved within the agreed 48-hour service level agreement. This was not explained to me at the time.

The information I was given by the council led me to believe there was an ongoing service failure, including being told that the collection had been escalated multiple times, was overdue, and that the crew had already been out or should have returned. This created significant concern when the collection did not take place as described.

Based on this, my repeated contact and escalation were driven by the information I had been given, rather than a confirmed failure by Biffa.

I would also like to recognise the professionalism of the collection crew, who attended to check that everything had been resolved. They were courteous, calm, and helpful.

While the situation caused considerable stress, it now appears the core issue was a lack of clear communication and expectation setting, rather than a failure of the collection service itself.

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Missed bin collection, repeated broken promises, and no accountability until significant escalation.

My household waste was due to be collected on Tuesday. Every other property on my estate was serviced — mine and my neighbour’s were the only ones missed.

I reported this immediately and was told it would be collected Wednesday. It was not.

I then contacted the council liaison team again and was told:
• A manager would call me — they did not
• My bins would be collected urgently before midday — they were not

After spending around 30 minutes on hold, I was then told Biffa would not deal with me directly and that I had to go through the council — despite the council already escalating this to Biffa multiple times with no resolution.

This left me, a disabled resident, with no bin capacity and waste building up inside my home, with no ability to resolve the situation myself. I also care for a child with continence needs, making this situation urgent and distressing.

The repeated failures, lack of communication, and broken commitments caused significant distress and anxiety over several days. At one point, due to the unsanitary conditions and uncertainty around whether the waste would be collected, I felt I had no choice but to cancel planned Easter lunch with family. This is not a reasonable outcome for a missed bin collection.

The issue was only resolved after sustained escalation through the council, and not through any direct support or ownership from Biffa.

At no point did Biffa take responsibility, communicate clearly, or follow through on commitments.

This represents a serious failure in delivering a basic contracted public service.

Karen Robson has provided a good turn around for the communication on getting the quotation in place.

The worse service I have ever seen
Trust me if not try it

Excellent customer service , prompt , polite and productive !

Ongoing issues as new customer. No bins , no collections.
Promised full site clearance today , operatives have arrived and refused to take rubbish due to no containters.
Been chasing for three weeks

Always minimum of 18 minutes to get through to customer services. Biffa took over our previous company, messed up the transfer of DD , cancelled our services because they said we had stopped paying- but no notification from them that there was a problem. 3 weeks on , even though DD issues sorted we still have bags of waste everywhere. To make matters worse, the ‘mybiffa’ records show the waste as being collected! Will try customer services again as I have nothing else to do but waste another 20 minutes

Accounts due for renewal and despite two phone calls to raise this and request a fix for My Biffa nothing has been done. Biffa seem determined to ignore calls so they don’t have to discuss account pricing or cancellation and are completely unable to resolve a technical problem to allow us to even manage the account online. Extremely difficult company to contact, phone number means waiting on hold for up to 45mins, messaging service just points to the phone number (which seems to have no-one available after 3pm) and company refuse to use email. Their invoice emails and direct debits are always on time though - maybe cancelling those will get someone to call

David helped me with my query professionally and in a friendly manner. I was very happy with our interaction

New commercial customer, set up was easy enough. 2 collections booked per week from my hospitality business - access hours clearly recorded in the so called customer service portal. Now, 2 failed collections due to the attempts being made outwith our access hours. Emails to after sales team now being ignored - Jonathan and Lisa now literally just ignoring my requests for help. Waited 20 minutes on hold this morning to customer services, was told it was being escalated and that I’d hear back today - lo and behold - no phone call, no email and still no waste collection. Bins overflowing and now Glasgow City Council involved.

AVOID!!!

Edit after reply from Biffa -
Can confirm the site clearance did not take place, one small bin was emptied and then left lying in the street and not put back. Once again yesterday, failed service. This is truly the worst company I have ever dealt with - total lack of service and communication. Had a manager leave a voicemail saying he’d follow up the next day, this did not happen. The contract is now with my solicitor and termination has been requested.

Sharn was excellent taking me through a range of options so we can decide what’s best for the business, with full break down of prices etc. Very knowledgeable, great service.

Excellent service from David, thankyou.

The worst company I’ve ever dealt with. Miss so many collections and still charge you for them. It’s phone call after phone call to try and get any refund. Moved site address to be told my new bin won’t be delivered for a month but I’ve still been charged. If I want to cancel my account I have to pay £700 which is for a bin I don’t have and a service I’m not getting. Customer services will tell you they will ring you back but never do. All they are good at is collecting money from your bank but can’t be bothered with the rubbish

BIFFA has left a rubbish bin on Glebe St (Chiswick, London) overflow and become an environmental crime. They have been contacted multiple times by the public, and been tagged into various social posts.

It is really a disgrace - BIFFA come and collet this bin and sort this out.

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Reply to BIFFA in response to request to call

Sorry BIFFA I have already spent 25 minutes on your customer service line from a few days back - I am not wasting my time. And just to be clear because you have not read my message. This isn't my bin. This is a bin left uncollected by YOU BIFFA for quite some time. And also so it is clear, it has stickers all over it to say it is an Environmental Crime. It is located close to the corner of Glebe St and Devonshire Road, Chiswick London. I think you can work out the collection address from that. So come and empty the bin, and also remove the bin, so it is no refilled with random rubbish.

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Update as of 3 March

Good news the BIFFA bin is empty - not sure if this was BIFFA or Hounslow council. However the bin is still there, and appears to belong to no-one.

Interestingly I found out from Hounslow Council that they collect unused bins, like BIFFA bins, when they remain onsite and unclaimed for a period of time. They go to landfill which seems like an enormous waste of money. BIFFA perhaps you need to urgently look at your practices because you are doing your shareholders, customers and the general public a massive disservice in many ways by not collecting unused bins.

I went through the online quote process, then contacted Joanna Briggs in their telesales dept. Joanna was polite, friendly, and handled my queries well, I cannot fault her.
The only reason for giving 4 stars instead of 5 is the follow up email, which is templated, but contains numerous errors & broken links.

Biffa, you should be ashamed of yourselves. My complaint has been ongoing for 3 months with no resolution. There have been missed collections, I have been charged twice, and my charges were increased by 40% without any notice despite me being in a contract.

Customer service have been no help at all, and management promised to call me back to resolve the issue but never did. The level of service and lack of communication has been completely unacceptable.