Complaints Procedure — Skip Hire Tooting

This document explains the formal complaints process for customers of our skip hire and rubbish collection operations. It applies to anyone using our skip hire Tooting services, the wider rubbish company service area, or any person affected by our waste removal activities. The aim is to provide a clear, fair and accessible route for raising concerns and for the company to respond promptly and consistently.

We encourage customers to raise issues as soon as they arise so they can be resolved quickly. Complaints can relate to service delivery, missed collections, health and safety concerns, environmental impacts or billing queries. The procedure covers initial acknowledgement, investigation, resolution and escalation. Our commitment is to treat every complaint seriously and to learn from each one.

Who can complain: customers, contractors, on-site representatives and members of the public affected by our operations. Complaints about third parties working on behalf of a rubbish removal service area provider will be handled in accordance with contractual responsibilities. Please include relevant details such as dates, locations, vehicle or order references and a concise description of the issue. Providing accurate information helps speed up investigation.

How we handle complaints

When a complaint is received it will be recorded in our complaints register. The register is used to ensure timely and traceable handling of every case. An initial acknowledgement will be issued within three working days and will outline the expected timescale for a full response. We aim to resolve most complaints within 10 working days; where a more detailed investigation is required we will notify you of any delay.

Investigation: our complaints team will review the facts, consult operational staff and any contractors involved, and examine relevant records such as vehicle logs, disposal notes and service tickets. The investigation will be impartial and evidence-based. If corrective action is required we will implement it and record any operational changes made to prevent recurrence across the wider waste company service area.

Outcome and remedies: following investigation we will provide a written response that explains findings and next steps. Remedies may include apology, explanation, service repeat, financial adjustment or other corrective action appropriate to the issue. Where service failure is confirmed, refunds or credits may be offered in line with our terms, and operational improvements will be logged for monitoring.

Escalation and independent review

If you are not satisfied with the response, the complaint can be escalated internally for review by senior management. Escalation will trigger a second, independent review of the file and any new evidence submitted. Escalated cases will receive a response within 20 working days of escalation. This stage is intended to be final and binding within the company's complaint handling framework.

External escalation: if a complainant remains dissatisfied after internal escalation, we will explain options for external review where applicable. This may include independent mediation or referral to regulatory bodies that oversee waste management in the relevant jurisdiction. We will cooperate fully with external reviewers while protecting the privacy of individuals involved.

Record keeping and continuous improvement: all complaints and outcomes are retained for a minimum period consistent with our retention policy and used to inform service improvement across the rubbish removal service area. Regular analysis of complaint trends helps target training, revise procedures and improve safety and environmental compliance.

Confidentiality and data protection are central to our complaints handling. Information provided will be used only for the purpose of investigating and resolving the complaint and will be processed in accordance with data protection principles. Complainants may request access to records where permitted by law.

Accessibility and support: we are committed to making the complaints process accessible. If additional assistance is required, such as language support or adjustments for disability, please state this in the complaint. We will provide reasonable accommodations to ensure fair access to the process, and a clear explanation of outcomes will always be offered in plain language.

Monitoring performance: the company publishes internal performance indicators for complaint resolution and uses them to benchmark performance against other regional waste and skip hire providers. Regular management reviews ensure accountability, and where systemic issues are identified across the skip hire in Tooting and the adjacent service area, a formal improvement plan will be implemented.