Complaints Procedure for Teddington Skip Hire

Purpose and scope. This complaints procedure sets out how Teddington Skip Hire and associated skip hire services manage and resolve customer concerns about waste collection, skip delivery, site conduct and associated rubbish management. It applies to all domestic and commercial customers and to third-party reports relating to our skip hire operations across our service area. The aim is to ensure complaints are handled promptly, fairly and transparently in line with best practice for rubbish removal and skip company operations.

Principles that guide us: we treat every concern seriously, we record complaints accurately, and we act to prevent recurrence. Complaints will be dealt with without prejudice and will not affect the standard level of service a customer receives. Our approach follows clear timelines, proportionate investigation and a commitment to continuous improvement for our skip services.

What constitutes a complaint. A complaint is any expression of dissatisfaction about our skip hire, waste handling, vehicle conduct, damage to property suspected to be caused by our staff or contractors, missed collections, or charges in relation to rubbish removal. Complaints do not include general enquiries or requests for service changes, which are handled separately. We also distinguish complaints about operational matters from formal disputes that may require external review.

How we handle complaints

Initial receipt and acknowledgement. Once a complaint is raised, it is logged in our complaints register. We acknowledge receipt within three working days and provide an outline of the process. The acknowledgement confirms the complaint reference, the expected timescale for investigation and the name or role of the person managing the case. A prompt acknowledgement helps ensure transparency for both the customer and the skip company.

Investigation process. Our standard investigation involves:

• collecting factual information from the customer;
• reviewing internal records such as delivery notes, collection logs and vehicle routes;
• interviewing staff or subcontractors where necessary;
• assessing any environmental or safety implications.

Investigations are proportionate to the severity of the complaint and are designed to establish the cause and identify corrective actions.

Timescales for investigation and response. For most complaints we aim to complete the investigation and provide a substantive response within 15 working days. If further time is required due to complexity or third-party involvement, we will notify the complainant with reasons and an estimated completion date.

Resolution and escalation

Outcomes and remedies. Possible outcomes include:

• an explanation and apology where service standards were not met;
• correction of the error at no extra charge;
• a reasonable goodwill gesture in appropriate cases;
• changes to processes to prevent recurring issues.

Escalation pathway. If a complainant is dissatisfied with the initial outcome, they may request an internal review by a senior manager not previously involved in the case. The request for review must state why the outcome is unacceptable. The internal review aims to conclude within 10 working days and will either confirm, vary or overturn the original decision. Where internal resolution is not possible, the complainant will be informed of any available independent or statutory options for external review.

Record keeping and learning. All complaints and their outcomes are retained securely for a minimum retention period in accordance with record-keeping policies relevant to waste management services. We use aggregate complaint data to identify trends, address systemic issues and inform staff training and operational changes. This helps to improve our skip delivery, collection timetables and rubbish handling procedures.

Roles and responsibilities. Staff are responsible for receiving and recording complaints professionally. Supervisors and managers are responsible for investigation, corrective actions and ensuring that remedial measures are implemented. Senior management reviews complaint trends to drive quality improvements and ensure compliance with waste industry standards.

Confidentiality and fairness. Complaints will be handled in a confidential manner and information will only be shared on a need-to-know basis. We will not disclose personal data beyond what is required for investigation, except where statutory obligations require it. The process is designed to be objective and fair to both complainants and staff.

Continuous improvement. Our commitment is to learn from complaints and to make timely improvements to our rubbish collection and skip hire operations. We periodically review this complaints procedure to ensure it remains effective, accessible and aligned with legal and industry expectations. Changes are made where necessary to ensure the highest possible standard of service for our customers and the communities we serve.

Final note. This procedure is designed to be clear and accessible while maintaining professional standards for dispute handling in the context of skip services. It supports accountability, responsiveness and continual service improvement for all aspects of skip hire and waste management operations.