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1. We will acknowledge receipt of all complaints (Stage 1) within 3 working days.
2. In acknowledging the complaint, we will:
   1. (i) explain the process we will be using to investigate the complaint;
   2. (ii) tell you who is going to be dealing with the complaint;
   3. (iii) tell you that we will endeavour to respond within 10 working days[*]; and
   4. (iv) that if it becomes clear that we cannot respond within 10 working days, we will explain why and provide an update on the process and likely completion date.
3. If your complaint is because you feel discriminated against because of any one or more of the legally protected characteristics, we will immediately pass the complaint straight to the relevant council and it will be reviewed by a senior manager, in the relevant service area (as per Stage 2, below).
4. We will manage your information in accordance with the Data Protection Act.
5. When we acknowledge receipt of your complaint, we will describe our understanding of the complaint. We will do this to ensure we understand what you have complained about.
6. We will ensure that an appropriate person undertakes the investigation and that the investigation is checked by a senior officer.

1. We will investigate your complaint objectively and with an open mind about the outcome.
2. We will review all relevant and available information, including the information you give us in your complaint.
3. When we respond in full, we will explain how and why the conclusions and/or decisions have been reached.
4. Once you’ve received our response, and if you remain dissatisfied, you will be able to ask for a formal, Stage 2, review of the complaint. A Stage 2 complaint will be referred to the council relevant to the Complainant. The precise processes will be those specific to that council. They will likely include:

• The review being conducted by a manager, appointed by a relevant senior officer at your council.
• The investigating manager will speak with you (the Complainant) either in person, over the phone or via a Teams/Zoom.
• Having reviewed the complaint, the investigating manager will submit a report to the relevant senior officer who will ensure that a written response, including the investigating manager’s report, is made to you (the complainant) within 30 days.

1. In responding to a Stage 2 complaint, each council will clarify the process to escalate the matter further, if you remain dissatisfied. This could include to the Local Government/Housing Ombudsman.
2. If we have got something wrong, we will apologise. We will do so genuinely, with reference to the specifics of your experience and without caveat.

There is likely to be something to learn from all complaints (upheld or not). We will review all complaints for their potential to help us improve our service and for potential patterns with other complaints.

If visiting using a commercial or commercial-type vehicle you need a permit.  Commercial vehicle permits have been incorporated within a Click & Tip service, please follow the instructions during the booking process.  You no longer need to complete a separate booking form.  Please use this guideline to check what type of vehicles are classed as commercial type.  Box vans are not permitted on site.  Please bring valid proof of address/ID.

The re3 windscreen permit will no longer be acceptable as valid proof of address as of 1st February 2020.

If you have lost your previous sticker or are new to the borough, you can bring a proof of address/ID instead.

Acceptable forms of ID include:

• Driving licence
• Current council tax bill
• Utility bill *
• Bank or credit card statement*
• Bracknell Forest resident E+ card
• Photocard bus pass issued by an re3 council
• Valid blue badge or residents’ parking permit issued by an re3 council.

*Documents are required to be issued no more than four months prior to the date of visit.

If you are not a resident of Bracknell Forest, Reading or Wokingham Boroughs, please do not come to the re3 Recycling Centres as access will not be permitted. Please contact your own council to find out what services they provide.

We no longer issue a residents’ permit (orange sticker). Please note that as of 1st February 2020, they will no longer be acceptable as valid proof of address.

It is easy to access a re3 recycling centre if you live in the re3 area. Simply bring ID/ proof of address on your visit; Acceptable forms of ID include:
– your driving licence
– recent council tax statement
– photocard bus passes issued by a re3 council
– Bracknell Forest e+ cards. Bank statements, utility bills or credit card bills are also acceptable if issued less than four months prior to the data of your visit.

If you are not a resident of Bracknell Forest, Reading or Wokingham Boroughs, please do not come to the re3 Recycling Centres as access will not be permitted. Please contact your own council to find out what services they provide.

If you own, or are borrowing or hiring, a commercial (or commercial-type) vehicle and want to use it to bring waste from your household to the Recycling Centre, you will need to apply for a commercial vehicle permit.

Commercial vehicle permit has been incorporated within the Click&Tip service, please follow instruction during the booking process. You are no longer needed to complete a separate booking form.

Commercial type vehicles are defined as those that meet one or more of the following descriptions:

• No rear side facing windows.
• No, or missing, rear seats. – An open back.
• A back that is separate to the main cab area.
• Designed to carry goods rather than people.

Please note that disabled users will not be required to apply for a permit for a disability adapted vehicle.

• Box vehicles are not permitted at the Recycling Centres. Please use this guideline to check if you need a permit.

*Note: Box vans are not permitted on site

While Councils have to provide Recycling Centres for their residents to re-use, recycle and dispose of household waste free of charge, waste from construction and demolition, including preparatory works, is classed as industrial waste.

As such, the cost of disposing of this waste is not covered by council tax and a small charge will need to be made to dispose of it at the Recycling Centres.

Construction and demolition waste includes items from DIY works such as the repair and alteration to households and waste created from landscaping or garden alterations.

More details about charges and accepted waste

Ammunitions, clinical, medical waste including needles and syringes, explosives, fireworks, flares, fuel (petrol diesel, paraffin), oil tanks, solar panels, tarmac

re3 is offering small local businesses the opportunity to legitimately dispose of their business waste at the re3 Recycling Centres in Island Road, Reading and Longshot Lane, Bracknell. If you wish to apply for a permit please read all information and complete the form on the Trade Waste page. Waste from traders, landlords or property developers is not permitted without an appropriate permit.