Complaints Procedure — Skip Hire Shadwell

This document sets out the formal complaints procedure for Skip Hire Shadwell and related rubbish removal services. It is intended to provide a clear, fair and transparent process for anyone wishing to raise a concern about our skip hire in Shadwell, Shadwell skip hire services, or any rubbish collection and disposal activity carried out by the skip hire company. The purpose of this policy is to ensure each complaint is recorded, investigated and resolved in a consistent manner while complying with regulatory and environmental obligations.

The scope of this complaints policy covers booking errors, missed collections, damage to property, health and safety incidents, pricing disputes, and service standards. It applies to residential and commercial clients using skip hire in the area, including temporary storage and disposal arrangements. All complaints will be handled impartially and processed without undue delay. Where the complaint concerns alleged illegal disposal or hazardous materials, the matter will be escalated for specialist handling to ensure legal compliance and personnel safety.

When a complaint is received, an acknowledgement will be issued promptly and recorded in a complaints register. The register entry will include the complainant's reference, date received, summary of the concern, and the name of the officer responsible for investigation. For operational clarity, initial triage determines whether the matter is a service issue, contractual dispute or a potential regulatory breach. We aim to acknowledge complaints within two working days and provide a substantive update within ten working days where possible.

The investigation stage will gather relevant information, which may include collection records, vehicle logs, photographic evidence, bin and skip manifests, and staff statements. Investigatory activity will be proportionate to the nature of the complaint and may involve site visits or third-party assessment. Confidentiality will be maintained throughout the process, consistent with data protection requirements and safety considerations. Findings will be documented and a decision recorded by the appointed complaints handler.

Possible outcomes of the investigation include:

• explanation and factual clarification where no service failure is found;
• operational corrective action such as improved scheduling or staff briefings;
• financial remediation where an error or loss attributable to the company is proven;
• referral to an independent regulator if a statutory breach is suspected.

Every outcome will be accompanied by an explanation of the reasons and any remedial steps taken. Where compensation is offered, the basis will be transparent and reasonable relative to the impact suffered.

For customers dissatisfied with the initial decision, the complaints process includes an internal review stage. An independent senior manager or a nominated reviewer not previously involved in the matter will re-examine the case and produce a final position statement. This review typically considers new evidence, procedural fairness, and the proportionality of any remedies. The internal review will be completed within a further 20 working days unless exceptional circumstances justify a longer period; in such cases the complainant will be kept informed.

All complaints and their resolutions will be retained in company records for a minimum period to satisfy regulatory and audit requirements. Records include the original complaint, investigatory notes, correspondence, outcome, and any follow-up actions. These records support continuous improvement for rubbish removal Shadwell operations and inform training, risk assessments and policy updates. Data retention and confidentiality will follow applicable legislation and data protection best practice.

We are committed to learning from complaints. Patterns and recurring issues will be analysed and reported to senior management to drive service improvements across our skip hire company Shadwell operations. This may include procedural changes, supplier reviews, vehicle maintenance schedules, or additional staff training. Continuous improvement is essential to prevent repeat incidents and to demonstrate accountability to stakeholders and regulators.

If a complainant remains unsatisfied after exhausting the internal complaints procedure, the final letter will explain the available routes for external review where appropriate, such as independent ombudsmen or statutory bodies with jurisdiction over waste management and environmental compliance. The statement will clarify the limitations of such reviews and the types of outcomes external reviewers can consider. Neutral adjudication may be available for certain contractual and statutory disputes. This complaints procedure is reviewed periodically to ensure it remains effective and aligned with statutory obligations and industry standards.