Complaints Procedure for Erith Skip Hire and Rubbish Collection Services

Purpose: This document sets out the formal complaints procedure for customers of Erith Skip Hire and associated rubbish removal services. It explains how concerns will be handled, the timescales you can expect, and the principles we follow to ensure fair and consistent resolution. Our aim is to respond promptly and respectfully to every issue raised, whether it concerns a delivery, collection, or the conduct of our crew.

Scope: This procedure applies to all aspects of skip hire, waste collection and related service delivery. It covers complaints about missed collections, damage, billing queries, safety concerns and service quality. While we operate primarily as a skip hire and rubbish removal company, the same complaints pathway is used for any service shortfall reported by a customer.

How to raise a concern: Customers should register a complaint in writing or via the communications channel provided at the point of service. Please include a clear description of the issue, the date and time it occurred, the skip or job reference if available, and any relevant photographs or supporting information. Complaints should be factual and, where possible, propose a reasonable outcome. This helps us assess and resolve matters efficiently.

Initial acknowledgement: On receipt of a complaint we will issue an acknowledgement within 3 working days. That acknowledgement will confirm the complaint reference number and the name of the person handling the case. We aim to keep customers informed at every step and to provide an early time estimate for full resolution.

Investigation process: Complaints are investigated by a trained member of our customer care team. The investigation includes reviewing records, speaking with staff or subcontractors involved, and, if necessary, arranging an on-site inspection. Investigations are conducted impartially and will take into account the operational context, any contractual terms, and applicable waste management regulations. We will document findings and any corrective action taken.

Expected timescales: Most complaints are resolved within 10 working days. For more complex matters that require third-party input or additional inspections, we will provide a progress update and a revised estimate for completion. If the complaint cannot be resolved within the given timescale, we will explain the reason for the delay and the next steps.

Remedies and outcomes: Where we find our service fell short, we will seek to offer a fair remedy. Possible outcomes include:

• Apology and acknowledgement of the error;
• Rectification of the service, for example re-collection or replacement of a damaged item;
• Adjustment or refund of charges where appropriate;
• Steps to prevent recurrence, such as retraining staff or modifying operating procedures.

All remedies are considered on a case-by-case basis, taking into account the nature of the complaint, safety considerations, and regulatory constraints on waste handling. In some circumstances, full remedies may not be possible due to legal or environmental restrictions; we will explain these limitations transparently.

Escalation: If you are dissatisfied with the outcome of the initial investigation, the complaint may be escalated to a senior manager for independent review. The escalation process involves re-examining the evidence, seeking any missing information, and considering whether the proposed remedy is appropriate. A final managerial response will be provided in writing, outlining the findings and the decision.

Record keeping and learning: We retain records of all complaints and resolutions to support continuous improvement. Complaint data is reviewed periodically to identify trends and to implement corrective measures. This commitment to learning helps enhance the overall quality of our skip hire and rubbish clearance services.

Principles we follow

Fairness, transparency and timeliness

We handle every complaint with impartiality and respect. Our process is designed to be accessible and proportionate: complaints are investigated thoroughly, outcomes are explained clearly, and customers are kept informed. Confidentiality is maintained where appropriate, and we will only share information to the extent necessary to investigate and resolve the matter.

What we expect from customers

To help us resolve issues quickly, customers should provide accurate information, any supporting evidence (such as photographs), and be available for reasonable follow-up questions. We also ask that communications remain respectful; abusive behaviour can lead to restricted contact for safety and wellbeing reasons.

Final notes

This complaints procedure applies to all standard services offered by the skip hire and rubbish collection operation. It is not a substitute for statutory rights; customers retain their legal rights where applicable. The process aims to resolve disputes amicably and restore confidence in our service. By following this procedure, we strive to deliver consistently reliable and responsible waste management solutions.

Review frequency: This procedure is reviewed periodically to reflect operational changes and regulatory developments. Any substantial changes will be reflected in subsequent versions of this document.

Accessibility: If you require this complaints procedure in an alternative format, please advise our customer care team in your complaint submission and we will make reasonable adjustments to support accessibility.