Front view of a skip on a residential street representing Putney Skip Hire services

Complaints Procedure — Putney Skip Hire

Our Complaints Procedure explains how concerns about our skip hire and waste removal services are handled. This document sets out the stages from submission to resolution and describes the standards we expect and deliver. It is designed for clarity and fairness, applying to domestic and commercial rubbish collection, skip delivery, collection and any related service where a customer believes standards were not met.

Scope and purpose

The procedure covers all complaints relating to the provision of skip hire, waste removal and associated site operations. It does not replace statutory rights but complements them by offering an internal route for swift remedy. Our aim is to resolve matters promptly and to learn from each case to improve the overall quality of the skip hire service and customer experience.

Customer submitting a written complaint about a skip delivery and collection

Submitting a complaint

Please raise a concern with us in writing to ensure clear records. When making a complaint, provide the following information where possible:

Your name and a brief description of the issue.
Date, time and location of the incident involving the skip or rubbish collection.
Order or booking reference if available and details of any staff involved.

We will accept complaints submitted by email, online form or post as part of formal record-keeping.

Acknowledgement and timescales

We will acknowledge receipt of every formal complaint promptly and record the date of receipt. Typical timescales are:

Immediate acknowledgement within 3 working days.
Initial assessment and assignment to an investigator within 5 working days.
A full response with proposed resolution within 20 working days, where possible.

Timescales may vary according to complexity; any change will be communicated with reasons.

Investigation process

Investigations are proportionate and impartial. The process generally includes: a review of booking and delivery records, consultation with operational staff, inspection of photographic evidence and site notes, and, where relevant, interviews with witnesses. We will keep a clear audit trail. Thoroughness and fairness are priorities; we aim to identify root causes and practical remedies rather than assign blame.

Investigator reviewing records and photographs during a waste removal complaint

Resolution and outcomes

Possible outcomes include a formal apology, remedial action (such as re-collection or replacement of a skip), corrective measures to prevent recurrence, or a financial adjustment where appropriate. All outcomes will be documented. If compensation is offered, details of the basis for compensation and how it is calculated will be provided. If a complaint cannot be upheld, the reasons will be explained fully in writing.

Escalation and internal review

If the complainant is unsatisfied with the initial resolution, the matter may be escalated to a senior manager for review. The escalation stage will involve a fresh appraisal of the evidence and a formal written response. Escalation does not automatically guarantee a different outcome but ensures a secondary review for thoroughness and independence.

Confidentiality and data handling

We treat complaints and the personal data they contain in accordance with applicable data protection principles. Records of complaints and investigations are retained securely for an appropriate retention period to enable learning and regulatory compliance. Complainants’ privacy is respected, and information is shared on a need-to-know basis only.

Unacceptable or vexatious complaints

Occasionally, complaints may be persistently unreasonable, malicious or abusive. In such circumstances the company will take a measured approach, which may include limiting contact methods, declining to investigate repeated vexatious complaints, and documenting the rationale. This safeguards staff and resources and protects the integrity of the complaints process for genuine concerns.

Team meeting to review complaints and implement service improvements

Recording, monitoring and continual improvement

All complaints are recorded and reviewed periodically to identify trends and training needs. Findings feed into operational updates, safety briefings and service level adjustments for our skip hire and rubbish collection operations. Continuous improvement is central: lessons learned are implemented to reduce recurrence and to enhance customer satisfaction with our waste removal services.

Independent review and external bodies

If a complainant remains dissatisfied after exhausting internal channels, they may seek an independent review through an appropriate third-party body or regulator. This procedure does not prevent access to statutory rights or to external dispute resolution mechanisms. Where an external review is pursued, we will cooperate fully and provide requested records in accordance with legal and regulatory frameworks.

Document illustrating the complaints procedure and review cycle for skip hire

Review of this policy

The complaints procedure is reviewed periodically to ensure it remains effective, transparent and aligned with best practice in skip hire and waste management. Changes will be made when needed to improve clarity, responsiveness and fairness. We encourage the responsible use of this process so that everyone who uses our skip hire or rubbish collection service can have confidence in how concerns are managed and resolved.