Complaints Procedure for Skip Hire Stockwell

Skip Hire Stockwell is committed to delivering a reliable skip hire and rubbish collection service across our service area. This document sets out our formal complaints procedure so customers understand how we handle concerns about our rubbish company service area, skip hire delivery, collections and associated waste removal services. The aim is to be clear, fair and prompt while protecting customer rights and supporting continuous improvement.

We treat every complaint about our skip hire services and waste management operations seriously. Complaints may relate to delivery delays, vehicle conduct, safety issues, invoicing disputes or contamination and disposal questions. The procedure applies whether you use our skip hire, waste collection or broader rubbish removal service and is relevant across our operational footprint in the service area.

How to raise a complaint: if you wish to make a complaint, please provide a clear description of the issue, including dates, skip reference number if available, and the nature of the concern. We ask for only the necessary information to investigate effectively—no personal contact details will be requested here. Complaints should be submitted in writing via the appropriate customer channel; we do not accept informal verbal reports as the primary route for formal complaints.

On receipt of a complaint our rubbish removal team will log it in our complaints register and acknowledge it within a standard timeframe. Initial acknowledgement will normally be made within three working days, confirming the complaint is recorded and outlining the next steps we will take to investigate. This helps ensure transparency in the way the rubbish company responds across the service area.

Investigation and assessment: every complaint receives an impartial review by an appointed case handler. The handler will gather relevant information from operational teams, drivers, carriers and any third-party contractors involved in the skip hire or waste collection activity. Evidence considered may include delivery logs, vehicle GPS records, photographs and internal service notes. The assessment aims to establish facts, determine responsibility and identify suitable remedial action.

Resolution options: where a complaint is substantiated we will take appropriate corrective action, which may include one or more of the following:

• Service correction: rescheduling a missed collection or arranging replacement equipment.
• Operational changes such as route or timetable adjustments within the waste collection service area.
• Refunds or billing adjustments where an error in invoicing is proven.
• Training or disciplinary measures where staff conduct falls short of company standards.

Timescales and updates

We aim to resolve straightforward complaints within 10 working days. More complex issues that require detailed investigation, liaison with third-party waste contractors or regulatory checks may take longer. In such cases we will provide regular progress updates and an estimated resolution date. If additional time is needed, the case handler will explain why and the steps being taken to reach a conclusion.

Escalation and independent review

If you are not satisfied with the outcome, you may request escalation to a senior manager within our waste and skip hire operations. We will carry out a secondary review and provide a final response. Where resolution remains unsatisfactory, the complaint may be referred to an appropriate external body for independent adjudication, such as a consumer ombudsman or sector regulator relevant to waste management in the service area. This step is intended as a last resort when internal processes have been exhausted.

Record keeping and learning: all complaints are recorded and retained in accordance with our records policy. Aggregate data informs regular service reviews so we can improve the rubbish company service area and reduce recurrence of issues. Patterns identified through complaint trends lead to targeted operational improvements and staff training.

Unacceptable behaviour and vexatious complaints: we are committed to dealing with complaints fairly, but we will not tolerate abusive or threatening behaviour. Cases deemed vexatious or malicious after careful assessment may be closed and recorded, with notification to the complainant explaining the reasons.

Confidentiality and data protection: information gathered during a complaint investigation will be handled sensitively and in line with data protection obligations. Personal data is used solely to investigate and resolve the issue and will not be shared outside relevant operational or regulatory parties without lawful justification.

Continuous improvement: the complaints procedure is part of our commitment to provide reliable skip hire and rubbish removal solutions across the waste collection service area. We review and update the procedure periodically to reflect operational learning, regulatory changes and customer expectations. If you raise a complaint you should expect a professional, timely and reasoned response focused on correcting any failings and preventing recurrence.