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Skip Hire Fulham Complaints Procedure

Purpose and principles: This procedure sets out how we handle complaints related to skip hire, waste collection and associated services across our rubbish company service area. We are committed to fairness, impartiality and openness, seeking to resolve issues promptly while protecting the rights of customers and staff. Transparency and accountability guide our approach: we record complaints, investigate objectively and communicate findings. This document explains stages, timescales and remedies available and should be read as part of the company's legal and governance framework for handling disputes and service failures.

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Scope and definitions: The procedure applies to all expressions of dissatisfaction about our skip hire operations and waste management activities. It covers complaints from customers, contractors, members of the public and other stakeholders affected by our service delivery in the rubbish removal service area. A complaint is defined as any formal expression of dissatisfaction requiring investigation; minor concerns that can be resolved immediately will be handled and logged but may not trigger the formal escalation sequence described below. The policy also addresses repeated incidents and systemic issues.

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How to make a complaint: Complaints should be made as soon as possible after the incident. We accept complaints in writing, via authorised representatives, through available online channels or by verbal report recorded by staff. When submitting a complaint please include the date and approximate time, the nature of the service booked, any booking or skip reference, the address or location where the service took place and a clear account of the issue. Where possible attach photographs or supporting documents. Complaints raised within a reasonable time—normally three months of the incident—help us investigate effectively, though older matters may be considered depending on circumstances.

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Acknowledgement, triage and immediate action: On receipt we will acknowledge a complaint promptly, normally within three working days. An initial triage assesses severity and whether immediate remedial action is required to protect safety, property or compliance. Some cases will be escalated for urgent on-site response (for example to remove obstructions or rectify hazardous placements) while the full investigation continues. We aim to provide interim updates for complex matters and to prioritise cases involving vulnerable customers or significant environmental risk.

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Investigation and response

Investigations are conducted by staff who were not directly involved in the incident where practicable, to ensure impartiality. The process typically involves gathering records, photos, staff statements, vehicle logs and any third-party evidence, and may include site visits. We will communicate a clear outcome that explains findings, the rationale and any remedial actions. Standard complaints are normally resolved within 15 working days; complex or multi-party disputes may require extended timeframes, and in such instances we will notify complainants of revised deadlines and reasons for delay.

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Outcomes and remedies: Where a complaint is upheld, remedies are designed to put the affected party back into the position they would have been in had the service met expected standards. Possible actions include:

• An apology and explanation of what went wrong
• Repeat of the service free of charge or corrective works
• Partial or full reimbursement for demonstrated loss
• Goodwill gestures or discounts on future services where appropriate
• Staff retraining, disciplinary measures or operational changes to prevent recurrence

Remedies are proportionate and documented to ensure consistency across the rubbish collection service area.

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Escalation, review and independent assessment: If the complainant is dissatisfied with the initial outcome they may request an internal review by a senior manager or complaints panel. The review focuses on whether procedures were followed and whether the remedy offered was proportionate to the harm suffered. Where disputes remain unresolved, we will outline options for independent review or referral to relevant oversight bodies that regulate waste and consumer matters; such external avenues are independent of the company and may include arbitration or regulatory complaint routes.

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Record keeping, confidentiality and data protection

All complaint records are maintained in a secure register to support investigation, audit and continuous improvement. Personal information is handled in line with our data protection obligations; access is limited and information is only shared on a need-to-know basis or where required by law. Records may be retained for a period necessary to meet operational, legal and regulatory requirements. Aggregated and anonymised complaint data is used for reporting and trend analysis without exposing personal details.

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Monitoring, governance and continuous improvement: Complaints data is reviewed at management level to identify trends, training needs and systemic failures across the waste removal service area. Regular reporting supports governance, helps prioritise improvement projects and informs policy updates. We commit to reviewing this procedure periodically—at least annually—and to publishing summaries of complaint categories and outcomes where appropriate, while protecting confidentiality. Complaints are valued as a mechanism for improving service quality and ensuring that the company remains accountable and responsive.

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