Complaints Procedure — Herne Hill Skip Hire Services
Purpose and scope: This Complaints Procedure explains how customers and stakeholders can raise concerns about the performance of our skip hire and rubbish removal services. It covers issues related to delivery, collection, site conduct, waste handling and billing for skip hire Herne Hill operations. The aim is to ensure complaints are handled fairly, promptly and transparently by our rubbish company service team.
We value every concern as an opportunity to improve. Herne Hill Skip Hire treats complaints seriously, investigating issues impartially and using outcomes to refine service standards for skip hire services, waste collection and general rubbish management. The process applies across our service area without the need for legal claims.
Principles we follow: Complaints will be acknowledged, investigated and resolved in a timely way. We commit to clear communication, proportional action and record-keeping. Our approach is practical: identify the root cause, propose remedial action where appropriate and record lessons learned to reduce future incidents involving our skip company operations.
How to make a complaint
Complaints may be raised by the individual who received the service or by an authorised representative. Provide a clear description of the issue, approximate dates and any relevant booking or job reference. Please include details such as the type of skip, delivery/collection times and a description of the problem to help speed up the investigation.All complaints will be logged and assigned a reference number for tracking. A member of the customer resolution team will be responsible for coordinating the response, working with drivers, site crews and operations to gather facts. We aim to keep complainants informed of progress and expected timescales at every step.
Initial response and acknowledgement
On receipt, the complaint will be acknowledged within our published timeframes. The acknowledgement will confirm receipt and outline the next steps. If clarification is required, we will request supporting information to ensure an effective response to matters relating to rubbish clearance, skip placement or invoicing.
Investigation process: Investigations will consider operational logs, driver notes, photographic evidence and any third-party reports. We aim to be thorough and impartial, helping to distinguish between service failures and cases where circumstances outside the company's control contributed to the issue (for example, site access restrictions or hazardous waste found in the skip).
Where an immediate safety or compliance concern is identified, we will act swiftly to mitigate risk and prevent recurrence. Outcomes may include rectifying the immediate problem, issuing guidance to crews, amending a charge where appropriate or updating operational procedures to protect future customers.
Decisions will be documented and communicated. If a complaint is upheld, we will explain what went wrong and what remedial steps we will take. Where a complaint is not upheld, we will explain the reasons and present the evidence considered.
Remedies and resolutions Remedies may include offering a replacement service, partial credit or a refund where service failure is established. For matters involving waste disposal compliance, we will also provide evidence of proper handling if the complaint relates to legal or environmental concerns. Our goal is practical resolution rather than punitive measures.
Where an issue involves an isolated human error or equipment failure, we will use corrective action to prevent recurrence. Where systemic issues are identified, we will adjust policy, retrain staff or revise operational protocols to improve overall quality of our rubbish removal and skip hire service.
Escalation: If the complainant is not satisfied with the response provided, they may request escalation within the company. Escalated complaints are reviewed by a senior manager independent of the initial investigation. The escalation process aims to provide a fresh review and to consider whether further remedies are appropriate.
Timescales and transparency: We will aim to resolve straightforward complaints within a set number of working days and more complex cases within a longer but defined period. If investigations require extended timescales, we will advise the complainant of expected delays and interim steps taken to progress the matter.
Record keeping: All complaints and their outcomes are recorded for continuous improvement. Records are retained in line with privacy and data protection principles and used to identify trends that can inform service changes, staff training and improvements to our skip hire offerings.
Confidentiality and fairness: We handle complaints confidentially and will not disclose personal data beyond what is reasonably necessary to investigate and resolve the issue. We aim to be fair to customers and staff alike, ensuring investigations are balanced and evidence-based.
Monitoring and continuous improvement
Complaints are a key source of insight for improving quality and reliability. Outcomes feed into regular service reviews for our rubbish company operations, focusing on areas such as punctuality, site conduct, environmental compliance and accurate billing. Continuous improvement helps maintain high standards across all skip hire and waste services.We use aggregated complaint data to set performance targets and to measure progress. Lessons learned are shared with operational teams to reduce recurrence, and significant issues prompt formal reviews of policy and practice.