Complaints Procedure for Skip Hire Kingston Upon Thames

This Complaints Procedure sets out how concerns about skip hire and rubbish removal services are handled. It applies to anyone using our skip hire services or arranging waste collection and covers complaints about service quality, safety, scheduling, pricing clarifications and any other service failures. The aim is to provide a clear, fair and accessible route to resolution and continuous improvement while ensuring compliance with regulatory and environmental obligations.

We operate on the principles of fairness, timeliness and transparency. All complaints are taken seriously and will be acknowledged promptly. Our policy is designed so that complaints are investigated thoroughly, outcomes are explained clearly and appropriate remedies are offered where the company is at fault. We also outline how to escalate an unresolved matter.

Examples of issues you might raise include:

• Late or missed skip delivery or collection
• Damage caused during drop-off or removal
• Incorrect charges or invoicing queries
• Poor communication from the skip company or crews
• Concerns about how rubbish was handled or disposed

These categories are indicative rather than exhaustive; any service-related concern is appropriate for this complaints process.

How to Make a Complaint

Complaints should be made in writing where possible so that a clear record is available for investigation. We will accept reports made through formal channels and will record the date, nature and details of the complaint. Please include relevant booking reference numbers and dates where known. While informal queries can be raised and may be resolved immediately, formal complaints invoke the full review process described below.

On receipt we will acknowledge the complaint within a stated timeframe and assign a case handler. The case handler will review booking records, crew reports and any photographic or documentary evidence. They may contact the complainant for clarification and will liaise with operational teams to verify events. Our goal is to identify root causes and to propose a fair outcome.

The initial investigation typically includes:

• Review of booking and scheduling logs
• Examination of vehicle and crew reports
• Assessment of waste handling and disposal records

We strive to resolve most complaints at this first stage; clear remedies may include apologies, financial adjustments or repeat service at no extra charge where appropriate.

Timescales, Escalation and Resolution

We aim to provide an initial acknowledgement within a short period and a substantive response within a defined number of working days. If the matter requires further investigation, we will keep the complainant informed of progress. Typical target timescales are listed below as a guide, though complex cases may take longer:

Target response times:

• Acknowledgement: within a few working days
• Initial substantive response: within 10-15 working days
• Full resolution or final position: within 20-40 working days depending on complexity

If you are unhappy with the outcome of the initial review, you may request escalation to a senior manager for an independent review of the decision. Escalation triggers a separate, impartial review which aims to be conclusive.

All findings and outcomes will be recorded. Where a complaint highlights operational weaknesses, we will implement corrective actions and monitor their effectiveness. Remedies offered may include service credits, re-performance, refunds (where justified), or other reasonable steps to put things right. Any remedy offered will be proportionate to the impact of the issue.

For matters that remain unresolved after internal escalation, complainants may be advised of external routes for independent review or regulatory complaint where relevant. This could involve industry ombudsmen, trading standards or environmental regulators depending on the nature of the issue, particularly if it involves statutory compliance or environmental harm. We cooperate fully with such bodies while respecting confidentiality and legal obligations.

We keep a register of complaints and outcomes to inform training, operational improvements and policy updates. Records are retained in accordance with our data handling policies and used to drive continuous improvement in our rubbish collection and skip hire services. The company commits to learning from incidents and to publishing policy changes where they materially affect customers.

Accessibility and confidentiality: we will make reasonable adjustments to ensure the complaints process is accessible to all users, including allowing third-party representation where requested. Complaints are handled confidentially and information is shared only with those necessary for investigation and resolution. If you have concerns about data privacy or require alternative formats, please state these when making the complaint.