Complaints Procedure — Hampstead Skip Hire and Rubbish Company Services

Purpose and scope

This Complaints Procedure explains how customers and stakeholders can raise concerns about skip hire, rubbish removal and waste collection services supplied by Hampstead Skip Hire. It applies to all aspects of our service area operations including delivery, collection, permits, disposal and any associated administration. The aim is to resolve complaints fairly, quickly and transparently while ensuring compliance with regulatory and environmental standards.

What constitutes a complaint

Examples of issues we investigate

We record and examine complaints that relate to: late or missed collections, damaged property during hire, incorrect skip size or type provided, non-compliant waste disposal practices, permit disputes and inadequate communication about service area restrictions. Not all enquiries are complaints; routine questions about bookings or pricing are handled through standard service channels but can be escalated if unresolved.

Our intention is to treat every complaint with impartiality and confidentiality. We do not use complaints as marketing material and, except where required by law, will not disclose personal details publicly.

How to make a complaint: complaints should be lodged as soon as possible and ideally within 28 days of the event. When submitting a complaint, please describe the issue clearly and include relevant details such as booking reference, date and location within the service area, the nature of the problem and any supporting evidence like photographs or documents. A clear timeline helps us investigate efficiently.

Acknowledgement and timescales: On receipt of a complaint we will acknowledge it in writing within three working days. An initial assessment will determine the appropriate handling route: immediate frontline resolution or a formal investigation. Frontline resolution aims to offer a response or remedy within five working days. Where a formal investigation is required, we will provide a substantive response within 20 working days. If more time is needed we will notify the complainant and explain the reasons for the delay.

Investigation process: the formal investigation will be conducted by a staff member independent of the service delivery team where practicable. The investigator will gather evidence, interview relevant personnel and review records. Outcomes may include remedial actions, staff training, process changes or refusal of a complaint where evidence does not support the claim.

Remedies and outcomes: possible remedies include refunds, discounts on future services, re-scheduling of deliveries or collections, corrective collection of waste and written apologies. We record each outcome and review recurring themes to improve our skip hire and rubbish removal operations across the service area.

Recording and monitoring: All complaints are logged in a central register and categorised by type, location and outcome to support continuous improvement. Reports are reviewed periodically by management to ensure compliance with environmental obligations and service standards.

Escalation and independent review: if a complainant is dissatisfied with our final response, they may request a further internal review. This escalation triggers an independent senior review within the company. If the matter remains unresolved and involves regulatory compliance, the complainant may pursue external avenues with the relevant regulatory body. This procedure does not replace statutory rights.

Duties and responsibilities: staff are trained to handle complaints courteously and professionally. Managers must ensure timely investigations and implement corrective actions. Employees are expected to cooperate with investigations and maintain accurate records to support transparency.

Confidentiality and data protection: we handle personal data provided in connection with complaints in accordance with data protection principles. Information is used only to investigate and resolve the complaint and will be retained for documented periods necessary for legal, regulatory or quality assurance purposes.

Learning from complaints: feedback from complaints is a valuable source of insight. We regularly analyse complaint trends to refine routing, improve customer communications, optimise vehicle scheduling and enhance safe, compliant waste handling across the skip hire and rubbish collection service area. Commitment to improvement means we view complaints as catalysts for positive change.

Accessibility: our complaints procedure is available in alternative formats on request. We commit to reasonable adjustments to ensure accessibility for all complainants, including those who require translated materials or assisted communication.

Good faith and conduct: complainants are expected to act in good faith. Persistent or abusive behaviour may result in managed contact arrangements, though this will not prevent legitimate complaints from being investigated.

Review of this procedure: the Complaints Procedure is reviewed periodically to reflect best practice and regulatory developments. Revisions are logged and applied across our operations to maintain a robust framework for handling issues related to skips, waste removal and rubbish services within the service area.

Record retention and transparency: documentation related to complaints and their resolution is retained for audit and quality assurance. Aggregated complaint information may be used for internal reporting and service planning without identifying individuals.

Our commitment: we strive to deliver reliable, responsible skip hire and waste services. When we fall short we aim to make things right promptly and fairly while learning from each incident to reduce recurrence.

Policy limitations: this Complaints Procedure is not a substitute for legal processes and does not waive statutory rights. It is intended to provide a clear, equitable mechanism for resolving most service-related disputes.