Complaints Procedure — Sanderstead Skip Hire

Purpose: This document explains the formal complaints procedure for Sanderstead Skip Hire and related rubbish and waste removal services. It outlines how concerns are recorded, investigated and resolved. The procedure applies to all customers, third parties and site contacts who use our skip hire services, including skip delivery, skip collection and waste transfer activities. The aim is to provide a fair, consistent and transparent route for raising issues about the standard of service, safety, contamination of loads, scheduling or damage arising from skip operations.

Scope and definitions: This policy covers complaints about service delivery rather than general enquiries or operational updates. A complaint is defined as any expression of dissatisfaction about a company action or omission that requires a formal response. Examples include missed collections, incorrect skip placement, unsafe practices during removal, concerns about rubbish disposal and billing disputes. The procedure is applicable to all skip hire Sanderstead activities across our operational area and for customers using the Sanderstead skip hire service.

The approach we adopt is impartial, prompt and proportionate. Complaints will be handled without prejudice. We will acknowledge receipt, investigate the facts and provide clear outcomes. Where investigations require on-site inspection, photographic evidence or liaison with third-party waste processors, these steps will be recorded and included in the complaint file. Records are retained in line with our internal retention policy to support transparency and continuous improvement.

How to submit a complaint and timescales

Complaints can be submitted by any available channel provided at the point of sale or via the customer account portal. We accept complaints that are verbal, written or submitted electronically. On receipt of a complaint, an initial acknowledgement will be issued within three working days and a single point of contact will be assigned for the duration of the case. The assigned officer will provide realistic timescales for the investigation and keep the complainant informed of progress.

Once acknowledged, the investigation phase begins. Investigators will collect relevant information such as delivery and collection logs, vehicle movements, photographic records and any customer-supplied evidence. The complaint will be reviewed against our operational standards and relevant waste management requirements. Where necessary, we will consult with transport or site operatives to clarify events. Investigations are carried out objectively and, where possible, completed within 15 working days; complex matters may require longer, in which case the complainant will be informed of the revised timescale.

Possible outcomes include a written explanation, an apology, corrective action, a refund or credit where appropriate, replacement of disturbed materials, or a commitment to change procedures to prevent recurrence. Remedies will be proportionate to the impact of the complaint and the evidence gathered. In cases involving contamination or incorrect waste classification, we will also outline any further steps required to comply with waste regulations and safe disposal practices.

Escalation, review and independent assessment

If the complainant is not satisfied with the outcome of the initial investigation, the complaint may be escalated for an independent internal review by a senior manager. The escalation stage assesses the original findings, examines additional evidence and considers whether the proposed remedy was appropriate. For unresolved disputes about waste handling or disposal methods, we may arrange for an independent technical review to verify compliance. The review process aims to deliver a final decision within a further 15 working days where practicable.

Confidentiality and data handling: All complaint records are treated as confidential and stored securely. Personal data associated with complaints is used solely for investigation and resolution, with access limited to authorised personnel. Records will document the complaint, the investigation steps taken, decisions made and any corrective actions. These documents support audit and regulatory requirements for rubbish collection and skip hire operations and help to demonstrate that matters have been handled properly and lawfully.

Monitoring, learning and continuous improvement — Complaints are an important source of operational insight and are monitored to identify trends and recurring issues. Lessons learned from case reviews feed into staff training, vehicle routing, site safety checks and operational procedures for skip hire in Sanderstead and other service areas. A summary of trends and improvements is produced periodically so that service delivery can be refined and customers benefit from enhanced performance.

Expectations and final remarks: We aim to resolve most complaints quickly and fairly. Throughout the process, the complainant can expect clear communication, professional conduct and a balance between timely resolution and thorough investigation. This complaints procedure ensures that concerns about skip hire Sanderstead operations, including rubbish removal and waste handling, are taken seriously and handled with integrity. It is designed to protect both customers and the company, ensure legal and regulatory compliance and improve future service delivery.

Note: This procedural statement sets out how complaints are processed and does not form a contract. It is intended to provide clarity about steps taken to investigate and remedy issues arising from the provision of waste management and skip hire services.