Complaints Procedure — Skip Hire Merton
Scope and Purpose
This complaints procedure explains how to raise and pursue a formal complaint about skip hire services within our service area. It is intended to be clear, fair and proportionate and applies to all aspects of skip hire and rubbish removal provision, including delivery, collection, site conduct and billing. It sets out expected timescales, investigation steps and possible outcomes so that customers understand what will happen after a complaint is made.
We treat every complaint seriously and aim to resolve issues promptly. If a problem relates to a third-party contractor or a sub-contractor engaged by the rubbish company, we will coordinate any necessary investigations and communicate progress. This document describes internal escalation routes and the remedies we may offer, while also clarifying limitations and the role of external dispute resolution bodies.
Complaints may be lodged about operational matters (for example: late collection of a skip, damage to property during delivery), administrative matters (incorrect invoicing or account discrepancies) or customer service interactions. Skip hire in Merton and surrounding areas are covered under the same standards and procedures regardless of where within our region a service was provided.
We aim to acknowledge receipt of a complaint within three working days and to provide a substantive response within 15 working days. If an investigation is likely to take longer, we will inform the complainant of the anticipated timescale and the reason for the delay. Our process emphasises transparency: case progress will be recorded, and complainants will be told who is handling their case and how they can expect updates.
To ensure fairness, complaints are handled by staff who were not directly involved in the incident where possible. The stages of our complaint handling include:
- Stage 1: Initial acknowledgement and logging of the complaint.
- Stage 2: Investigation and evidence gathering, including inspection reports and driver logs where relevant.
- Stage 3: Decision, proposed remedy (if any) and closure, or escalation to formal review.
During the investigation we will consider documented evidence such as delivery notes, photographic records, vehicle GPS data and correspondence. We may also interview staff or contractors involved and we will keep an audit trail of actions taken. If safety or environmental concerns are identified, these will be addressed immediately and may run alongside the complaints investigation.
Informal Resolution and Formal Complaint Steps
Many issues can be resolved informally, at the point of contact with our operations or customer service teams. If the matter cannot be resolved informally, or the customer requests a formal review, the complaint will progress to a formal stage. Formal complaints are reviewed by a senior manager or complaints officer who was not part of the initial response team.
Possible outcomes include remedial action (such as an apology, billing adjustment, or re-scheduling of collection), process changes to prevent recurrence, or escalation to a formal disciplinary process when conduct breaches internal standards. Remedies are proportionate to the impact of the issue and based on the evidence available.
Where a complaint involves damage to property or alleged loss, we will explain clearly what documentation is required to support any claim, such as photographs, receipts or written estimates for repair. Claims are assessed objectively and in accordance with our insurance and liability policies.
Confidentiality and data protection are integral to our handling of complaints. Personal information is processed lawfully and only used for the purpose of investigating and resolving the complaint. Records are retained in accordance with our retention schedule and applicable data protection regulations. We will not disclose personal details to unrelated third parties without appropriate consent, except where required by law.
If a complainant remains dissatisfied after our final response, they may request a review by a senior director or seek alternative dispute resolution. We will explain the options available and any independent bodies that may accept complaints about waste or skip hire services. The aim is always to reach a fair outcome without undue delay.
Continuous improvement is a core objective: trends identified through complaints inform training, operational change and service development. We monitor complaints by category, outcome and timescale to identify systemic issues and allocate resources to prevent repeat incidents. Our goal is to learn from each case to improve the quality of skip hire services and the wider rubbish removal offering in the area.
Rights and responsibilities: complainants are asked to provide accurate information and to engage with the investigation process. We commit to treating all complainants with respect and to avoiding discrimination. Frivolous, abusive or malicious complaints may be managed differently, and we will explain any action taken in such circumstances.
Record keeping: a written record of each complaint, investigation steps, evidence and outcome will be maintained. This record supports transparency, helps resolve disputes and assists in delivering better skip hire services.
Review and publication: this procedure is reviewed periodically to ensure it remains effective and in line with regulatory expectations. Summarised complaint handling performance may be published so stakeholders can see the effectiveness of our response and improvements made over time.