Complaints Procedure for Surbiton Skip Hire

Surbiton Skip Hire is committed to handling concerns promptly and fairly. This policy explains how customers and third parties may register a complaint about our skip hire, waste collection and rubbish removal services and how we will manage the response. The aim is to provide a clear, accessible process so that issues are resolved efficiently and lessons are learned for continuous service improvement.

Scope and principles

This procedure applies to all statements of dissatisfaction relating to our delivery of skip hire services, collections, deliveries, site safety, and customer service. We treat every complaint as important irrespective of scale. Our approach is based on fairness, transparency and timeliness. We accept complaints about current or past work and will record, investigate and report outcomes without bias. We do not accept abuse, threats or vexatious conduct.

Complaints may concern any of the following situations; these examples are not exhaustive:

• Late or missed skip deliveries or collections;
• Damaged property during placement or removal of skips;
• Incorrect billing, unclear charges or disputes about quotes;
• Unsafe practice by crews or poor site management;
• Issues with our refuse and rubbish handling, disposal or recycling;
• Unacceptable behaviour by staff or contractors.

When you raise a complaint about our Surbiton skip hire service, please provide a clear description of the issue, relevant dates, the location where the service was delivered and any supporting evidence such as photos or job reference numbers. While this document does not include contact details, our organisation expects complaints to come through established communication channels already provided to customers. We will treat the information you supply in accordance with our privacy commitments.

Acknowledgement and initial assessment

We will acknowledge receipt of a complaint within a defined period and carry out an initial assessment to determine the nature and severity of the issue. During the assessment we identify whether the complaint can be resolved quickly at first contact or whether a formal investigation is required. Quick resolutions are encouraged for simple service errors such as minor delivery adjustments or scheduling corrections.

Formal investigations are opened when matters are complex, involve potential safety or legal implications, or require operational changes. The investigation will be led by an impartial officer who was not directly involved in the matter. The steps typically include collecting statements, reviewing operational records, inspecting any affected site and assessing compliance with our service standards and waste management obligations.

Throughout the process we will keep complainants informed of progress. Confidentiality is respected where appropriate, and personal data is handled in line with applicable privacy standards. If the complaint relates to an ongoing project, we will manage communications to avoid disrupting corrective actions. All reasonable adjustments will be made to support vulnerable customers or third parties in presenting their case.

Resolution and remedies: Our objective is to provide an outcome that is fair and proportionate. Possible resolutions include an apology, explanation of events, corrective works, repeat delivery or collection, replacement or repair of damaged items, or a financial adjustment where appropriate. We will record any agreed action plan and expected timescales for completion.

If a complainant remains dissatisfied after the internal review, the matter may be escalated through our internal escalation steps and, where applicable, to an independent review body or industry ombudsman. The escalation pathway is documented and includes timelines for senior management review. In complex cases we may also recommend mediation or arbitration to reach a mutually acceptable outcome.

Records and learning: All complaints and their outcomes will be logged and monitored to identify trends affecting our skip hire operations and rubbish clearance services. Regular reports inform management reviews and quality improvement plans. Continuous improvement is a core commitment: we use complaints to strengthen staff training, update operational protocols and improve customer information.

How we conclude a case: Once a resolution is implemented we will confirm closure with the complainant, summarise remedial actions taken and outline any further rights to review. We aim to conclude most straightforward complaints within a reasonable timeframe, and more complex investigations may take longer. Our response will always include the rationale for decisions and any evidence relied upon.

Retention and review: Records are retained in accordance with our retention policy to ensure accountability and to support future audits. This complaints procedure is reviewed regularly to ensure it remains effective and aligned with regulatory expectations and the operational realities of skip hire and rubbish removal services. We welcome constructive opportunities to improve and will publish revisions to this procedure as they occur.

Final notes: This complaints procedure sets out a transparent framework for raising and resolving concerns related to skip hire and waste services. Our goal is to provide a reliable, respectful and robust process that protects the rights of customers and stakeholders while ensuring our operations continue to meet safety and environmental obligations. Fair treatment, swift action and clear communication are the standards we strive to uphold.

Version control: This document is a standing statement of process and may be updated to reflect operational changes or legal requirements. The organisation remains accountable for adhering to the steps set out above when managing complaints arising from skip hire, waste collection and related services.

Commitment: We treat every complaint as an opportunity to improve our rubbish collection, waste management and skip provision. If you are dissatisfied with any aspect of service, please raise the matter through the established complaint channels provided when you engaged our services so it can be addressed under this procedure.