Complaints Procedure — Stoke Newington Skip Hire

Purpose: This page explains the formal complaints procedure for Stoke Newington Skip Hire and associated waste removal services. It is designed to be clear, fair and proportionate so that customers and third parties can raise concerns about our skip hire, rubbish collection and waste management operations. We value every complaint as an opportunity to improve our rubbish company operations and service delivery across our service area. All complaints will be treated seriously, managed confidentially and handled without undue delay.

Scope: This procedure covers complaints about delivery and collection of skips, site behaviour, crew conduct, missed collections, damage to property and any failure to meet agreed service standards. It applies to complaints from domestic and commercial users and to concerns raised by authorised representatives. The process is intended to be accessible, proportionate and consistent with regulatory requirements for a waste service provider.

How to raise a complaint: If you wish to make a complaint, please submit a clear description of the issue, including the date, time and location, the type of skip or removal service involved and any relevant reference numbers. Describe the desired outcome and include any supporting evidence such as photos or booking references. Complaints may be made by the customer or their authorised representative and will be logged for investigation.

Acknowledgement and Initial Response

On receipt, complaints will be acknowledged promptly. We aim to send an initial acknowledgement within 3 working days, confirming that the matter has been logged and providing an estimated timeframe for a full response. The acknowledgement will set out the complaint reference number and the name of the person managing the investigation. We strive for transparency and regular updates during the review process.

Investigation: Our complaints handler will review the information provided, consult relevant operational staff and examine any photographic or documentary evidence. The investigation will be objective and fair; we will seek to verify facts and consider any extenuating circumstances. Typical enquiries include reviewing vehicle logs, crew notes, permit checks and site risk assessments where applicable.

Remedies and Outcomes: Possible outcomes include an explanation of events, an apology, a corrective action (for example an expedited collection or re-delivery), a refund or service credit where appropriate, or changes to our procedures to prevent recurrence. Where damage is admitted or established, we will investigate appropriate rectification or compensation in line with our insurance and policy framework.

Timescales and Escalation

We aim to conclude straightforward complaints within 10 working days. More complex matters that require detailed operational or third-party enquiries may take up to 20 working days. If additional time is needed, the complainant will be updated with reasons and an expected revised timetable. If a complainant is dissatisfied with the outcome, they may request escalation to a senior manager for an internal review.

Escalation Process: The internal review will be carried out by a senior manager who was not involved in the initial investigation. The review will consider the original decision, any new information provided and ensure that the original procedure was followed correctly. The reviewer will issue a final decision in writing, explaining the findings and any remedy offered.

Confidentiality and Record Keeping: All complaints, investigations and outcomes will be recorded and retained in accordance with our records management policy. Records help us identify trends and improve the quality of skip hire and rubbish removal services in the service area. We handle personal data in compliance with applicable data protection standards; information will only be shared internally on a need-to-know basis and not disclosed inappropriately.

Independent Review: If, after internal escalation, a complainant believes their concern remains unresolved, they may request an independent review. This review may be conducted by an impartial third party or industry ombudsman where jurisdiction and scheme rules permit. The purpose is to provide an additional, external perspective and help reach a fair outcome.

Fair Treatment and Accessibility: We are committed to handling complaints fairly and without discrimination. Support is available for customers who require assistance to submit or understand a complaint, for example through an authorised representative. We will make reasonable adjustments to accommodate special needs and ensure that our complaints procedure is accessible to everyone.

Continuous Improvement: Complaints are used as a source of learning. We analyse complaint trends to inform staff training, operational changes and service improvements for our skip hire and rubbish removal operations. Lessons learned may result in updates to operational procedures, customer communications or contractor requirements to enhance service reliability across the service area.

Scope Limitations: This procedure is not intended for contractual disputes that are subject to separate legal remedies or for matters that are already the subject of active legal proceedings. It also does not replace statutory reporting mechanisms for health, safety or environmental incidents where immediate regulatory reporting is required.

Quality Assurance: We monitor compliance with this complaints procedure and publish periodic internal reviews of how complaints are handled. Our aim is to resolve disputes quickly, restore confidence in our rubbish company services and maintain high standards across all aspects of skip hire, delivery and collection.

Final note: We encourage anyone who uses skip hire or waste collection services to raise concerns when standards fall short. A clear, documented complaint enables us to investigate, act and improve — helping ensure a reliable, respectful and responsible service for everyone in the service area.