Complaints Procedure for Skip Hire Erith
Our company aims to provide a reliable and responsible service. This complaints procedure outlines the steps we take when a customer raises an issue with our skip hire or rubbish collection service. It explains how concerns are recorded, investigated and resolved, and how we monitor outcomes to improve performance across the rubbish company service area.Scope and purpose
This document applies to any complaint about the provision, quality or safety of skip hire and waste removal services provided by the company. It clarifies what counts as a complaint, appropriate timelines, and the roles involved in responding. The procedure is designed to be transparent and fair while protecting the rights of all parties involved.
How to raise a complaint
If you believe a service has fallen short of expectations, you should raise a complaint promptly. Complaints may relate to delivery, collection, site damage, incorrect charging or health and safety concerns. To help with a prompt resolution we recommend including:- What happened and when;
- Where the incident occurred (site or street);
- Evidence such as photographs or booking references.
What we consider a complaint: issues that request a response or action from the company. Examples include late or missed collections, damaged property arising from skip placement, inappropriate waste handling, or disputes about invoicing. Minor service enquiries that do not require remedial action are handled as enquiries, not formal complaints.
We will treat every complaint with impartiality. A complaint may be recorded and progressed even if the customer does not expressly request formal escalation. We avoid unnecessary local detail while ensuring the complaint is addressed in line with regulatory expectations for rubbish collection and waste removal services.
Acknowledgement and initial response: the company aims to acknowledge receipt of a complaint promptly and to keep complainants informed. Typical acknowledgement targets are within 48 hours of receipt, where possible, and a clear estimate of the expected resolution time will be provided.
The investigation process involves identifying the facts, consulting relevant staff, reviewing operational records and, where appropriate, visiting the site. Investigations are conducted proportionately. Confidentiality is maintained for personal data and commercially sensitive information, consistent with data protection obligations.
Stages of handling: initial assessment, formal investigation, proposed resolution and closure. The company records each stage and the outcome for continuous service improvement across the rubbish company service area.
Escalation and review: if a complainant is not satisfied with the initial outcome they may request an internal review. A second-stage review will be conducted by a senior, impartial manager not involved in the original decision. The review will consider any new evidence and will aim to provide a final response within a set period.
Possible outcomes include an apology, remedial action such as a repeat collection or repositioning of a skip, adjustments to charges, or confirmation that no further action is warranted. Any remedy offered will be proportionate to the issue and consistent with our operational policies.
When providing supporting evidence, helpful items include photographs, booking or delivery references, names of staff involved and the times and dates of relevant events. Such information assists accurate investigation and speeds up resolution without requiring the disclosure of unnecessary personal information.
Unreasonable or abusive behaviour is not tolerated. If a complainant behaves in a way that is threatening, excessively demanding or abusive, the company will follow its reasonable behavior policy to manage the interaction. This may include offering alternative channels for communication or limiting contact while still recording the complaint.
Record keeping and data protection: all complaints are recorded and retained in accordance with data protection and records management policies. Records include the complaint details, investigation actions, outcomes and any remedial measures. Information is held only as long as necessary to support legitimate business purposes and to comply with legal obligations.
The company uses complaint data to identify trends and opportunities for operational improvements across the wider service area. Regular internal reporting ensures that common causes are addressed and that learning feeds into staff training, health and safety reviews and scheduling practices for skip hire and rubbish removal services.
External review and statutory bodies: where complaints raise regulatory, environmental or safety issues, the company may involve appropriate regulatory bodies in line with statutory duties. Complainants may be advised of external escalation routes where applicable, but the company aims to resolve matters internally wherever possible.
Final principles and commitment
The company is committed to fair, timely and consistent handling of complaints related to skip hire and rubbish removal. Our aim is to resolve concerns constructively and to use each complaint as an opportunity for service improvement. This complaints procedure provides a clear framework for action while ensuring respect for all parties and compliance with legal and regulatory responsibilities.Review of this procedure: the complaints process will be periodically reviewed and updated to reflect changes in operations, legislation and best practice. Customers and stakeholders should expect clear, proportionate responses and consistent outcomes for issues raised across the rubbish collection and skip hire service area.