Complaints Procedure — Skip Hire Stratford

This Complaints Procedure explains how customers and third parties can raise concerns about the delivery of skip hire services provided by our rubbish company service area. It sets out the steps we will take to respond, investigate and resolve complaints relating to skip delivery, collection, site damage, permit queries, pricing or service quality. This page is designed for clarity and fairness; it is not a contract and does not affect statutory rights. Our approach is to treat every complaint seriously, objectively and in a timely manner.

We accept complaints raised in writing or by electronic message through the channels described in our customer materials. When a complaint is received it will be handled in line with the following principles: responsiveness, impartiality and proportionality. This process applies to customers of Skip Hire Stratford, including those using skip hire in Stratford for domestic or commercial projects. We aim to resolve issues promptly while gathering the necessary information to make an informed decision.

Acknowledgement and Initial Assessment

When a concern is logged it will be acknowledged promptly. Normally an acknowledgement will be issued within three working days and will explain who will manage the case and the expected timescales. The initial assessment will identify whether the matter relates to operational conduct, health and safety, environmental matters, billing or other areas of service. If immediate action is required to prevent harm or further loss, we will prioritise that response and keep the complainant informed.

Investigation Process

The investigation will be proportional to the complaint. Our investigation steps typically include: an internal review of job records, liaison with the operative or depot involved, photographic evidence where available, and review of any relevant permits or third-party correspondence. We will collect information from all relevant parties and aim to complete the investigation within a reasonable timeframe. Investigations may involve multiple teams, including operations and compliance, to ensure a fair outcome.

During the investigation we will keep the complainant updated on progress. If new information emerges that affects timescales we will explain any revised expected completion date. Where an investigation requires input from an external authority or a third-party supplier, we will inform the complainant and record the reason for any delay. Records of the investigation will be retained in accordance with our data retention policies so that lessons can be learned and service improvements tracked.

Possible outcomes following investigation include: an explanation and apology where appropriate; corrective action such as re-collection or re-delivery of a skip; compensation in accordance with our internal policies; or a decision that no further action is warranted. Any decision will be communicated clearly, with the rationale and any remedial steps detailed. Where relevant, we will identify steps taken to prevent recurrence across our rubbish company service area.

To support transparency we publish general timescales for complaint handling and maintain an internal review trail. Unacceptable behaviour by complainants (for example abusive or threatening conduct) will be managed under our unreasonable conduct policy; such behaviour may result in limiting communication channels while ensuring the complaint itself is still considered. Fair treatment of staff and customers is part of how we operate.

Escalation: if a complainant is dissatisfied with the outcome they may ask for an internal review. The request for escalation should state the grounds and any additional evidence. An escalation will be reviewed by a senior manager who was not involved in the original decision. The internal review will aim to be completed within a further defined period and will set out the final position, any further actions and the reasons for the decision. We aim to ensure that escalation routes are clear and easy to follow.

Record-keeping and Learning: all complaints and outcomes are logged for monitoring and continuous improvement. Aggregate data is reviewed to identify trends across our skip hire services, whether in operational performance, pricing clarity or customer communication. We use that information to update training, amend procedures and improve the quality of skip hire services across our service area. Transparency about patterns and improvements supports better service for all customers.

Legal and final notes: this complaints procedure does not replace any statutory or regulatory rights. Complaints that involve suspected criminal activity, health and safety breaches or environmental incidents may be referred to the appropriate authorities. Our process is intended to provide an accountable, recorded and fair route for resolution within the scope of our rubbish company Stratford operations, balancing the needs of complainants and the rights of staff and third parties.

We are committed to continual improvement: complaints are an important source of learning that help us deliver safer, more reliable and more customer-focused skip hire services. Where appropriate, outcomes and corrective actions will be incorporated into operational guidance so that lessons learned benefit the wider service area and reduce the likelihood of similar issues recurring.