Complaints Procedure for Skip Hire Shepherds Bush

Purpose and scope. This document sets out the formal complaints procedure for customers of skip hire services operating in the rubbish collection and waste removal sector. It explains how to raise a complaint, how complaints are investigated and resolved, and the timescales you can expect. The procedure applies to service delivery, safety concerns, pricing disputes and any other service shortfalls connected with skip hire operations.

Principles. Our approach is to treat every complaint with fairness, impartiality and confidentiality. We will aim to acknowledge and respond to all concerns promptly, keep investigations proportionate, and act to remedy validated issues. Complaints are handled independently from routine operational processes to ensure objective review.

Who may complain. Any customer, account holder or third party directly affected by the provision of skip hire or rubbish removal services may raise a complaint. Complaints may relate to delivery and collection times, placement or damage to property, pricing clarity, permit or placement mistakes, or conduct by personnel.

How to make a complaint

To ensure a clear record and timely action, complaints should be submitted in writing where possible. Verbal complaints made in person or by telephone will be documented by our staff and converted into a formal record for investigation. Please include relevant details such as booking reference, date and time of the incident, description of the issue and any supporting evidence.

Initial handling and acknowledgement

On receipt of a complaint we will:

• Acknowledge receipt within three working days;
• Assign the complaint to an investigator with no direct involvement in the incident;
• Record the matter in our complaints register for tracking and audit.

Investigation process. Investigations will be proportionate to the seriousness and complexity of the complaint. The investigator will gather evidence, which may include driver logs, vehicle GPS data, booking records, site photographs and any statements from staff or witnesses. Where additional information is required, we will request it from the complainant and seek to keep follow-up to a minimum.

Timescales for resolution. We aim to resolve straightforward complaints within 10 working days and more complex matters within 20 working days. If further time is needed, the complainant will be informed of progress, the reason for delay and an expected completion date. All timeframes are measured in working days unless otherwise stated.

Possible outcomes. Following investigation the complaint may be:

• Upheld — we will apologise where appropriate and propose remedial action such as a refund, discount, repeat service or corrective work.
• Partly upheld — we will offer proportionate remedies for aspects that are verified.
• Not upheld — we will explain our findings and why the service met contractual or statutory requirements.

Remedies and corrective actions. Remedial actions are tailored to the nature of the complaint and may include free replacement collection, credit against future service, reimbursement of documented losses or a formal written apology. No remedy will be offered that contravenes legal or regulatory obligations.

Escalation and independent review. If a complainant is dissatisfied with the outcome, the complaint may be escalated internally to a senior manager for secondary review. Where internal resolution is exhausted, the complainant will be advised of their right to seek independent mediation or arbitration through an appropriate external body. This route is free of obligation from the company and does not require public disclosure of sensitive information.

Record keeping and continuous improvement. All complaints and the actions taken are recorded and retained in accordance with our records retention policy to ensure accountability and traceability. Complaint records are reviewed periodically to identify trends and drive service improvements in skip hire and rubbish removal practices. Corrective and preventive measures are implemented where systemic issues are detected.

Confidentiality and data protection. Complainants’ personal information will be handled in line with data protection requirements. Information will only be shared on a need-to-know basis for investigation and resolution. Sensitive details will not be published or used for marketing purposes.

Final notes. We are committed to resolving disputes efficiently and transparently. This complaints procedure is designed to ensure that every concern about skip hire, waste removal or rubbish collection services receives a structured and professional response. The company treats valid complaints as opportunities to enhance safety, compliance and customer satisfaction.