Complaints Procedure for Skip Hire Rotherhithe

Purpose and scope

This complaints procedure sets out how Skip Hire Rotherhithe and associated rubbish removal services handle concerns about service delivery in the company service area. It applies to matters related to skip delivery, collection, site behaviour, environmental concerns and billing where the customer believes the service did not meet reasonable expectations. The policy is intended to be fair, accessible and transparent while remaining proportionate to the nature of the issue.

Principles we follow

Our approach is built on the following principles: fairness, timeliness and resolution. We will treat every complaint with respect and impartiality, aim to acknowledge receipt quickly, and keep records of progress. Confidentiality will be maintained where appropriate, and unreasonable demands will be managed using established good practice for customer relations.

How to raise a concern

Complaints should be made as soon as reasonably possible after the event. A clear description of the issue, relevant dates and any supporting evidence (for example, booking reference or photographs) helps to speed up resolution. You may submit a complaint in writing or by means provided for by the company; wherever possible we will accept complaints from the person directly affected or from an authorised representative acting on their behalf.

What we will do first

On receipt of a complaint we will:

• acknowledge receipt within a standard business timeframe;
• record the complaint in our complaints register;
• assign a member of staff to review the matter;

Our acknowledgement will confirm who is dealing with the issue and outline an expected timeline for a substantive response.

Initial assessment and investigation involve identifying what went wrong, reviewing relevant internal records and, where necessary, speaking with staff and any third-party contractors involved in the skip delivery or waste handling. We aim to complete this initial investigation promptly and will inform the complainant of any reasonable delay.

Timescales and updates

We aim to resolve straightforward complaints quickly, typically within a set number of business days from our acknowledgement. More complex matters that require site visits, third-party information or detailed billing reconciliation may take longer. If a full response cannot be provided within the standard timescale, we will provide an interim update explaining the reason for delay and a revised expected completion date.

Possible outcomes

Outcomes of investigations may include: an explanation of the circumstances; an apology if the service fell short; remedial action such as refund, discount or re-performance where appropriate; changes to internal procedures to prevent recurrence; or a note that the complaint is not upheld. Any remedy offered will be proportional to the issue identified.

Records and confidentiality: We keep records of complaints and outcomes for a defined retention period to support service improvement and to comply with legal obligations. Personal data will be handled securely and in accordance with applicable data protection principles. Sensitive information will only be disclosed where required by law.

Escalation and reviews

If the complainant is not satisfied with the outcome they may request a review or escalation to a senior manager within our organisation. The escalation will be handled by staff not previously involved in the initial investigation, where practical. Reviews will focus on whether procedures were properly followed and whether the proposed remedy was reasonable in the circumstances.

Unreasonable behaviour and vexatious complaints

While most complaints are made in good faith, a small minority may become abusive, repetitive or wholly unreasonable. In such cases we will take proportionate steps to manage that behaviour, which may include limiting contact methods or closing the complaint after providing a clear explanation and final response. We will always act in accordance with principles of fairness.

Learning and continuous improvement: Every upheld complaint will be reviewed to identify corrective actions and, where relevant, to update policies, training or contractor arrangements. The aim is to reduce recurrence and improve the quality of the skip hire and rubbish collection service across the service area. Staff receive periodic training on complaint handling to maintain consistent standards.

Final notes This complaints procedure is intended to be clear and practical while protecting the rights of both customers and service providers. It is not a substitute for legal advice and does not create legal obligations beyond those imposed by applicable law. Where external regulatory bodies or statutory complaint routes are appropriate, the complainant will be informed of those options as part of the final response.

We encourage early contact to resolve issues quickly and respectfully. A well-handled complaint can restore confidence and help drive improvements in skip hire operations and rubbish management across the company service area.