Complaints Procedure for Skip Hire Archway and Waste Removal Services
This Complaints Procedure applies to all skip hire services, rubbish removal and related waste management activities provided under the Skip Hire Archway banner and its service variants. It sets out a clear, fair and accessible route for raising concerns about our skip hire service in Archway, including delivery, collection, site conduct, damage and billing disputes. The purpose of this document is to ensure prompt and consistent handling of complaints, preservation of evidence and continuous improvement of our rubbish handling operations.
The scope of this policy covers complaints from customers, third parties and site neighbours concerning any aspect of skip hire, waste disposal or associated logistical arrangements. It does not function as a substitute for statutory rights, nor does it provide legal advice. Complaints will be treated seriously and handled in accordance with applicable regulatory requirements and data protection principles. The procedure is designed to be impartial, with independence for reviewers where necessary.
How to Raise a Complaint
To make a complaint about our skip hire offerings, please provide a clear account of the issue, including dates, times, relevant booking or reference numbers, and any supporting documentation such as photos or site notes. When you submit a concern, we will record it as an official complaint and issue an acknowledgement. We encourage early notification so that we can investigate while records and memories are fresh. Complaints may be submitted in writing or through the channels indicated in our service terms; they will be triaged and allocated to an appropriate investigator.Initial Assessment and Acknowledgement
On receipt of a complaint, an initial assessment will determine its category and priority. Low-risk matters may be resolved informally with a frontline team member, while higher-risk or complex cases will be escalated to a complaints investigator. An acknowledgement will be issued within three working days that confirms who is dealing with the complaint and the expected timescales for resolution.
Investigation Process
The investigation aims to establish the facts, review operational records, and collect witness statements where appropriate. Investigators will consult vehicle logs, booking records, disposal receipts and any photographic evidence available from the delivery or collection. As part of the process we will evaluate whether our skip hire practices and rubbish handling procedures were followed and whether any service level failures occurred. Customers will be invited to provide further information if clarification is required.During the investigation we will apply the following principles: fairness, transparency and proportionality. Where remediation is appropriate we will propose remedial steps that may include practical fixes, reimbursement of charges, goodwill gestures or improvements to operational practice. All decisions will be documented and justified; records will be retained in accordance with our record-keeping policy.
Decisions will be communicated in writing with clear reasons and any proposed remedy. If a complaint relates to potential damage or loss, we will explain how the claim was assessed and the basis for any compensation decision. We aim to reach a resolution within a reasonable timeframe and will provide interim updates if delays are necessary. If you are dissatisfied with the outcome, the next stages of escalation are set out below.
Escalation and Independent Review
If a complainant is not satisfied with the response, the complaint may be escalated for internal review by a senior manager who was not involved in the original investigation. This escalation will re-examine the evidence and the reasoning applied. Where appropriate, we may offer an independent third-party review or mediation. Our commitment is to ensure impartial scrutiny and to take remedial action where systemic issues are identified in our skip hire operations.
Timeframes, Record Keeping and Confidentiality
We will:- acknowledge complaints within three working days;
- complete routine investigations within 20 working days where possible;
- provide a final written response or interim updates if longer investigation is required.
Remedies and Service Improvement
Remedies available following a substantiated complaint about skip hire or rubbish removal may include service corrections, financial recompense, corrective training for staff, or changes to operational procedures. Where a complaint reveals a pattern of operational failure, we will implement corrective actions and monitor outcomes to reduce the risk of recurrence. The outcomes of complaint analyses will contribute to ongoing service quality reviews for our skip hire and waste management activities.
Final Notes: We view complaints as an opportunity to improve. Our procedure is designed to be accessible and to ensure complaints about our skip hire service are resolved fairly and efficiently. If a complainant remains dissatisfied after exhausting our internal process, they may seek external advice or referral to the appropriate regulatory body for further consideration. This document is the company complaints policy and does not replace any statutory rights or remedies available under consumer and environmental law.