Complaints Procedure — Shadwell Skip Hire & Waste Removal Services

Purpose: This complaints procedure sets out how Shadwell Skip Hire and associated rubbish collection services manage concerns raised by customers about service delivery, safety, scheduling, pricing or damage. It applies to all aspects of skip hire, waste removal and site operations within our service area. Our objective is to resolve matters quickly, fairly and transparently while learning from every complaint to improve the quality of our local skip hire and waste management provision.

Scope and Who Can Complain

This policy covers complaints from householders, contractors and businesses who use our skip hire or rubbish collection service. Complaints may be about missed collections, incorrect billing, vehicle or staff conduct, site damage, or hazards created during drop-off and pick-up. The procedure does not replace statutory rights but is intended to be accessible and straightforward for all customers.

How to Raise a Complaint

Complaints should be raised promptly once an issue is identified. When making a formal complaint please include the date and time of the incident, the skip reference or delivery note number where available, and a clear description of the problem. While we do not require formal legal action, we will act on any credible report and keep a clear record of the concern and all steps taken in response.

Initial Response and Acknowledgement

On receipt of a complaint we will:

• Acknowledge the complaint in writing or a recorded response within a defined short period;
• Log the complaint in our internal system for tracking;
• Assign a case handler to oversee the investigation.

Our aim is to provide an initial acknowledgement quickly and to inform the complainant of the next steps.

Investigation Process

The case handler will investigate the matter by reviewing records, speaking to staff or contractors involved, and, where appropriate, inspecting the location. Investigations will be proportionate to the seriousness of the complaint. We will maintain confidentiality where possible and only share information on a need-to-know basis while ensuring the investigation is thorough.

Timeframes: Routine complaints are typically investigated and a response provided within a set timeframe. For complex matters that require site visits or third-party input, we will keep the complainant informed of progress and any expected delays.

Outcome and Remedies

Once the investigation concludes we will communicate the findings and, where appropriate, offer remedies. Remedies may include but are not limited to: an apology, a goodwill gesture, a refund or credit for service failure, corrective action to clear a safety hazard, or measures to prevent recurrence. All outcomes are documented and the complainant is advised on whether the complaint is upheld, partially upheld or not upheld.

Escalation and Independent Review

If a complainant is not satisfied with the outcome they may request an internal review. The review will be carried out by a senior staff member not previously involved in the investigation. If disagreements persist, information on avenues for external review relevant to environmental or consumer protection bodies will be provided where applicable. While we avoid legal detail here, we will make clear the steps taken and the reasons for our decision.

Record-Keeping, Learning & Monitoring: All complaints are recorded and analysed to identify trends that may indicate training needs, procedural gaps, or equipment adjustments. We use this data to improve operational performance in skip hire, rubbish clearance and customer service. Regular reports are reviewed by management and used to update policies and staff briefings.

Confidentiality and Data Handling

We handle complaint information in line with standard data protection principles. Personal data included in complaints is used only to investigate and resolve the issue and is retained for a period consistent with our record retention policy. Access to complaint records is controlled and only shared internally when necessary to deal with the matter.

Customer Conduct and Vexatious Complaints

We aim to be fair and proportionate. Persistent or malicious complaints that waste significant resources may be managed under a separate policy designed to protect staff and maintain service quality. Such cases will be assessed carefully and proportionate measures considered.

Continuous Improvement: Our commitment to quality means every complaint is an opportunity to improve. We will communicate any policy or operational changes that result from complaint trends and continue to refine our processes for skip hire and local waste services. This helps ensure safer, more reliable and more respectful service for all customers in the service area.

Final Notes

We treat every complaint as important and endeavor to reach a fair resolution promptly. Our complaints procedure is intended to be clear, impartial and outcome-focused to maintain trust in our skip hire and rubbish removal operations. Where possible we seek to resolve matters directly and learn from them to enhance the standard of service provided.

Definitions: For the purposes of this procedure, a complaint is any expression of dissatisfaction about our services that requires a response. A remedy is any action taken to correct or compensate for a failure.

Review of this Procedure: This complaints procedure is reviewed periodically to reflect operational changes and regulatory expectations. Changes are implemented to ensure clarity, fairness and compliance with best practice in waste management and skip hire services.