Complaints Procedure — Skip Hire Teddington

Purpose: This document sets out the formal complaints procedure for Skip Hire Teddington and its associated rubbish company service area operations. The aim is to ensure that any concern about our skip hire service or waste removal processes is handled promptly, fairly and transparently. This procedure applies to all customers and covers issues such as missed collections, damaged property, vehicle access problems, incorrect charges, and other service delivery matters related to the rubbish collection and skip hire service.

Scope: The procedure covers every stage from initial receipt of a complaint through to resolution and follow-up. It applies to complaints about operational staff, drivers, contractors and any third-party suppliers engaged in the waste management or rubbish company services. All complaints will be recorded in our internal complaints register to support continuous improvement in the waste removal service and to ensure accountability.

Principles: Complaints will be treated with confidentiality, impartiality and respect. We will accept complaints in good faith and will not discriminate against anyone making a complaint. Our objectives are to investigate fairly, to correct mistakes when they occur, and to learn from each incident so that the skip hire service and broader rubbish company operations improve over time.

How to Raise a Complaint

To initiate a complaint, customers should use the formal channels published with their service terms. When lodging a complaint, please include: date and time of the incident, nature of the issue, location (where relevant), any supporting evidence such as photographs or booking references, and the outcome you seek. Providing clear information at the outset helps our team to investigate thoroughly. Complaints about the rubbish company service area will be accepted from customers, representatives or authorised third parties acting on behalf of a customer.

Acknowledgement and Timescales: Upon receipt we will acknowledge your complaint within three working days. An initial assessment will be completed and you will be informed of the person assigned to investigate. Routine complaints are usually investigated and resolved within 20 working days. Complex matters that require liaison with third-party contractors, local authorities or legal review may take longer; if so, we will keep you informed of progress and expected timeframes.

Investigation Process

The investigation will include gathering evidence, speaking to involved staff or contractors, and reviewing relevant documentation such as job sheets, vehicle logs and booking records. Our investigator will determine whether the issue arose from operational error, misunderstanding, external factors (e.g., site access or hazards) or contractor performance. Where appropriate we will propose remedial actions, which may include repeat collection, removal of damage, or financial adjustments where agreed in line with our service and billing policies.

Resolution Options The outcome of an investigation may include one or more of the following actions:

• Formal apology and explanation of the events that led to the complaint
• Corrective operational actions such as re-scheduling a collection or providing alternative waste removal
• Financial adjustment, credit or refund where justified by the case
• Changes to procedures or contractor management to prevent recurrence

Escalation and Appeal: If a customer remains dissatisfied after the initial resolution, the complaint can be escalated for internal review by a senior manager or a dedicated complaints panel. Escalation will be notified within five working days of the escalation request. The appeal stage may involve a further review of evidence and, where appropriate, negotiation of a final remedy. Decisions at this stage are recorded and are the culmination of the internal complaints process.

Record Keeping and Monitoring: All complaints and their outcomes are retained for a minimum retention period consistent with corporate policies to enable trend analysis and service improvement. We use aggregated data from complaints to identify recurring issues across the rubbish company service area and to inform training, operational changes and contractor performance reviews. Records include the nature of the complaint, investigation notes, decision rationale and remedial actions taken.

Confidentiality and Data Protection We handle personal information in accordance with applicable data protection rules. Details of your complaint and any supporting materials are used only for the purposes of investigation, resolution and service improvement. Access to complaint records is limited to relevant staff and authorised personnel.

Unresolved Disputes and External Review: If a complaint cannot be resolved internally to the satisfaction of the customer, the customer may seek independent advice or use external dispute resolution services as set out in their service terms or contractual agreement. We will cooperate with any authorised independent reviewer or regulatory body and will provide records as permitted by law and confidentiality constraints.

Continuous Improvement: We are committed to improving the quality of our skip hire service and our wider waste collection and removal operations. Complaints are a vital source of information that drives policy updates, staff training and contractor oversight. Our target is to close each complaint with a clear resolution and an actionable lesson that reduces the risk of repeat incidents in the rubbish company service area.

Final Note: This complaints procedure is intended to be transparent, fair and effective. It provides a structured path for raising issues and a clear framework for response, investigation and resolution. By following these steps we aim to maintain high standards for our skip hire and waste removal services and to preserve the trust of our customers and partners.