Complaints Procedure for Richmond upon Thames Skip Hire

This document sets out the formal complaints procedure for Richmond upon Thames Skip Hire and associated skip hire services. It explains what constitutes a complaint, how complaints are handled, expected timescales and the remedies that may be offered. The procedure applies to all customers and third parties who receive or are affected by our skip hire operations across our service area, and it is designed to be fair, transparent and proportionate.

Principles: complaints will be treated seriously and handled impartially. We will act with integrity, respect confidentiality where appropriate, and seek to resolve issues promptly. Our approach balances timely resolution with a proportionate investigation, ensuring customers receive clear outcomes. The process is not punitive but seeks to correct service failures and prevent recurrence.

The kinds of issues covered by this policy include missed or delayed deliveries and collections, damage to property caused by skip placement or removal, disputes over charges or invoicing, health and safety concerns related to waste management, and conduct of delivery or collection crews. Complaints about hazardous or restricted waste handling will be treated with particular care and may trigger specialist review.

How to Make a Complaint

You may raise a complaint using the communication channels you normally use to transact with our skip hire service. To help us investigate promptly, please provide: the date and time of the incident, the booking or job reference if available, a concise description of the issue, and any supporting evidence such as photographs or witness details. Do not include sensitive personal information unless it is necessary to the complaint.

When lodging your complaint include clear details about the location and the nature of the waste involved where relevant. If your complaint relates to charges, indicate which element you dispute and why. For operational complaints (damage, obstruction, noise) include the vehicle registration or crew description if known. Providing precise information speeds up our response and improves the accuracy of the investigation.

On receipt we will acknowledge complaints promptly. A summary acknowledgment will confirm the complaint has been logged and will set out an expected timeline. A complaint reference number will be issued for tracking. Acknowledgement timescales are typically within three working days; more complex matters will be acknowledged with an outline of next steps and an estimated resolution date.

Investigation and Resolution

Investigations are conducted by the relevant operational manager or a designated complaints officer. The process generally includes the following steps:

• Record review: checking booking details, manifests and crew notes
• Evidence gathering: collecting photos, CCTV where available and witness statements
• Staff interview: speaking with drivers or crew involved
• Decision: determining whether a service failure occurred and appropriate remedy

Remedies where a complaint is upheld may include a formal apology, a partial or full refund, credit against future services, re-scheduling of a missed service, or remedial works to address damage. Remedies will be proportional to the impact of the failure and in accordance with applicable contracts and regulatory requirements. Refunds or credits will be processed without unnecessary delay once a remedy is agreed.

If the complainant is dissatisfied with the outcome of the initial investigation, the matter may be escalated within our organisation for review by senior management. The escalation should be requested using the complaint reference and must set out the reasons why the initial resolution is considered unsatisfactory. We will then undertake a further review and respond with a final position within a clearly specified period, normally no more than 20 working days from the escalation date.

The complaints procedure is designed to be accessible and fair, and it runs alongside statutory rights and external routes to remedy. Where a complaint raises matters of potential illegality or serious safety risk, we will take immediate steps to mitigate harm and may involve regulatory bodies as required by law. Complainants should note that independent external review bodies exist, and they may pursue those avenues after exhausting internal procedures.

We keep accurate records of complaints, outcomes and any remedial actions taken. Records are maintained in compliance with data protection and retention policies and are used for quality improvement and trend analysis. Aggregated, anonymised complaint data informs training, operational change and risk controls aimed at reducing recurrence and improving the overall quality of our skip hire operations.

Review and continuous improvement: complaints are reviewed periodically to identify systemic issues. Lessons learned are integrated into staff training, vehicle operation protocols and customer information. Our commitment is to learn from mistakes and to refine our skip hire services so they meet reasonable expectations for safety, reliability and value.

Final note: this procedure applies to all service areas covered by the company and to all standard skip hire products and services. It does not replace legal rights or statutory remedies available to customers, but it provides a clear, structured route to raise concerns and obtain a fair response. We encourage prompt reporting of problems so they can be resolved quickly and documented appropriately.

Scope of application: while the policy is targeted at operational and commercial complaints, it also covers issues arising from subcontracted services where we retain responsibility for service delivery. Where third parties are involved, we will coordinate investigations and keep complainants informed of progress without disclosing confidential third-party information unnecessarily.

This complaints procedure is part of our commitment to accountable, customer-focused skip hire services. By providing a consistent process for raising and resolving issues, we aim to maintain trust and continually improve our operations.