Complaints Procedure for Kingston upon Thames Skip Hire

This document sets out the formal complaints procedure for Kingston upon Thames Skip Hire and related rubbish and waste services across our service area. It explains how concerns are handled, the steps we take to investigate complaints about skip delivery, collection, site conduct, pricing and waste handling, and the outcomes you can expect. Our aim is to resolve issues promptly and fairly while learning from incidents to improve the quality of our skip hire and rubbish removal operations.

Scope: This procedure applies to complaints about skip hire in Kingston upon Thames, including domestic and commercial hires, temporary storage, permitted placement issues and any interaction with our crews. It covers complaints made by customers, neighbours, or third parties affected by skip placement or waste services. The process does not replace legal rights but provides our internal route for raising concerns.

How to make a complaint: Complaints should be raised as soon as possible after the event. When you submit a complaint, please include key details such as the service date, skip reference or booking number (if available), a clear description of the issue and any supporting information such as photos or witness details. We will accept complaints made in writing or via an authorised representative.

Receipt and acknowledgement

On receiving a complaint about our skip and waste services we will record it in our complaints log. You will receive an acknowledgement within our published timeframe. The acknowledgement will contain the reference number, the name of the person handling the matter, and an outline of the next steps. We aim to be transparent and keep communication clear at every stage.

Investigation process

Investigations are proportionate to the complaint. We will gather relevant records, including booking details, driver notes, route and delivery logs and any photographic evidence. The investigating officer may contact the complainant and any staff involved. The goal is to determine what happened, why it happened, and whether policy or service failures occurred. Where appropriate, we will consult regulatory guidance on waste handling and skip placement.

Timescales and responses: We will aim to provide an initial response within a set number of working days and a full outcome within a reasonable period depending on complexity. If a complaint requires longer investigation we will keep the complainant informed. A formal response will include findings, any remedial actions taken and proposals to resolve the matter.

Resolution options: Where a complaint is upheld or partly upheld we may offer one or more of the following remedies:

• Service correction — re-delivery, collection or rectification of the original issue;
• Apology and explanation of what went wrong;
• Process change to prevent recurrence;
• Compensation where appropriate and judged reasonable.

Escalation: If you are not satisfied with the formal outcome you may request escalation within the organisation. Escalation will trigger a senior review of the case. We will again set clear timescales for the review and issue a final internal decision. If the matter concerns regulatory compliance, the complaint may be reviewed in line with external waste management regulations.

Confidentiality and data handling: All complaints are handled in accordance with data protection principles. Personal information will be used only for the purposes of investigating and resolving the complaint. Details will be shared with staff on a need-to-know basis as part of the inquiry; otherwise records are stored securely.

Accessibility and support: We are committed to ensuring that the complaints process is accessible. If you require assistance to make a complaint, or need information in another format, the procedure allows for authorised representatives to submit and receive updates on your behalf. We will make reasonable adjustments to facilitate meaningful participation in the process.

Learning and continuous improvement: Complaints are an important source of intelligence about performance. We will analyse complaint trends relating to skip delivery, rubbish removal, site conduct and customer service to identify training needs, process improvements and operational changes. Findings will inform audits and future service planning for our skip hire and waste services.

Record keeping and reporting

All complaints and outcomes are logged and retained for review. Periodic reports summarise common issues and demonstrate how we have responded. This record-keeping supports both internal governance and the drive to improve the standard of our skip hire offerings across the service area.

Operator responsibility

Staff and contractors are expected to cooperate fully with complaint investigations. Training and supervision are used to correct behaviour and prevent repeats of operational shortcomings. Responsibility for service quality lies with the operator and the management team.

Review of procedure: This complaints procedure is reviewed periodically to ensure it remains effective and aligned with best practice for rubbish collection and skip hire services. Changes may be made to improve clarity, timescales or remedies based on learning from complaints and changes in regulatory expectations.