Initial Medical Avis 

Excellent customer service. Always had my bins collected on time. No issues and has been a smooth process so far from start to finish. Jack Smith has been liasing with me and has provided excellent service for my business.

After a bad start with this company...Sarah contacted me with an apology ( Nothing to do with her )and then she went on to be very informative ...it gave me back confidence with This company, Thank you

I highly recommend Initial for waste collections. It is a worry free experience with collections always made in line with the schedule. They offer a very friendly service with my collector Jack Smith texting me beforehand to let me know he is collecting on a certain day and also a text post collection to let me know he has emptied my bin and left me some bag. Definitely a safe a secure service. Highly recommended!!

Even when we had some pretty major roadworks on the street Liam reliably turned up to collect our waste. Always friendly and helpful.

Liam has been collecting the clinical waste from my tattoo shop for a number of years now and is always very polite, friendly and professional.

Thanks Jude for making the move go smoothly. Great communication. Really appreciate it.

John F makes the process go so smoothly and is very understanding when we are not quiet ready for the collection.

Matt is our regular man, he is punctual and he is polite. He is also very helpful with any query we may have.

Scott always on time for pick ups could not fault his work ! Brilliant 😊

Always excellent and prompt service. Especially from Scott nothing is ever too much for him. Goes above and beyond. Thanks

I have to admit: Scott, our Initial representative, is absolutely amazing. I’m genuinely not sure what we would do without him!

He is always approachable, helpful and incredibly supportive. Nothing ever seems too much trouble. Before he leaves, he always takes the time to check that we have everything we need and is more than happy to wait while we double-check with the nursing team in case there is anything else required.

What really stands out is that Scott doesn’t feel like an external contractor visiting the practice – he genuinely feels like a member of our team, without actually working for us!

Having someone so reliable, friendly and willing to help makes such a difference, particularly in a busy GP practice.

Scott is a fantastic ambassador for Initial and deserves recognition for the excellent service he provides us.

We get Jude regularly to collect unused medication and is always happy and polite, nothing is ever a bother for her if we need to find someone for the keys etc to open the treatment rooms she just takes in her stride, nice, chatty and pleasant, always smiling.

We have always found the service to be very reliable. The staff, Jude in our case, is polite, friendly and efficient. A great service.

Jude Mccarton does an exptional job. Always polite and helpful.

Professional and efficient waste management service for our tattoo studio, our collection driver Aaron hart is friendly on time and always a pleasure to deal with. Overall don’t think we could ask for more 👍

Jude always goes above and beyond, very friendly and professional

I have been an Initial customer since 2019 for clinical waste and sharps collection at my clinic in Kent, so I am extremely disappointed by how this situation has been handled.

For years, my regular drivers — Gary, Darren and Jim — all who were fantastic. They understood that I am deaf, work alone and do not have fixed working hours, so they would text me on the morning of collection to check I was at the clinic and arrange a suitable time. For example, I would tell them I was available between 9:30am and 12:30pm and they would make sure to arrive within that window. It was a simple arrangement that worked perfectly for years, and I never had a problem with missed collections.

When my previous driver left Initial earlier this year, I specifically asked for this arrangement to be explained to the new driver. Instead, it was ignored, resulting in TWO missed collections.

When I complained, Initial’s solution was to move to email-only notification and tell me that if I wasn’t there when the driver arrived, the collection would simply be carried out the following week.

That is completely unacceptable. I work alone and don’t have fixed hours. If the driver does not communicate with me and arrives when I am not there, I could potentially go weeks without a collection and be left with a full clinical waste bin that I cannot use. This is not a minor inconvenience… it directly affects the way I am able to operate my clinic safely and compliantly!

What makes this even more frustrating is that Initial had a system that worked successfully for YEARS, with previous drivers simply communicating with me. There was absolutely no reason to make the process more difficult and less reliable.

I have also had serious concerns regarding a quarterly price increase. I was not given what I consider to be clear, meaningful notice explaining the increase, the new price or when it would take effect. The only “notice” I was subsequently shown was a generic line buried in very small print on an invoice showing my previous rate.

A significant price increase should not be something a customer has to discover retrospectively on an invoice and then have to question. At the very least, I would expect a clear and prominent explanation of what the new charge is, when it takes effect and the basis for the increase.

I also raised a business name change and a problem with the customer online portal back in APRIL. These issues were left unresolved for months. The business name was only eventually updated after I raised the matter again as part of my formal complaint, while the online portal issue STILL remains unresolved.

But the most appalling part of this entire experience was the evidence I was sent regarding one of the missed collections.

During the dispute, Initial sent me a photograph as “proof” that the driver had ‘attempted’ the collection.

THE PHOTOGRAPH WAS NOT OF MY PREMISES.

It showed a completely different door at a completely different looking property (a white door with a glass panel and door number hand written on a note stuck on the glass!). My actual clinic has a solid black door with the number in silver metal plate font drilled on the door and looks absolutely nothing like the property and door shown in the photograph! I’ve had to tell them to look on Google street view to see for themselves that it isn’t my premises.

I find it absolutely shocking that a photograph of what appears to be somebody else’s premises was provided to me as evidence of an ‘attempted’ collection at my clinic.

After all of these failures, I requested to terminate my contract without fees, I have now been told that I am liable for a 90 days’ notice period, an early termination fee AND a further payment for the notice period, totalling more than £250.

I am disputing these charges given the repeated service failures, the missed collections, the unresolved issues I raised months ago, the problems surrounding the price increase and, most seriously, the fact that I was provided with photographic “evidence” to support their claim of an ‘attempted’ collection, despite the photograph clearly showing a completely different property and having no resemblance whatsoever to my premises!

I have been a customer since 2019. After years of being happy with the service, the way this has been handled has been extremely disappointing and, quite frankly, appalling!

I would NOT recommend Initial based on my recent experience. If you are a small business looking for clinical waste collection, I would strongly suggest looking at alternative providers before entering into a contract with them!

The best customer service!
I have amazing, reliable, very professional driver Carl Smith. Been working with Initial medical company for over 3 years and cannot recommend them enough. Everyone is very helpful, from admin staff to drivers.
Highly recommend

We use initial and it’s a great service. John the man that collects and brings our bins is very helpful, polite very efficient at his job .