Complaints Procedure for Skip Hire Sanderstead

Purpose and scope. This document sets out the formal complaints procedure for Skip Hire Sanderstead and associated skip hire services across our rubbish company service area. It explains how a customer, resident or third party can raise a concern about a skip hire, waste collection or related service, how that concern will be handled, and the expected timeframes. The policy applies to all service types provided by the skip hire provider, including short-term skips, long-term hire, and ad-hoc rubbish removal jobs. It does not replace any statutory rights; rather it provides a clear, consistent internal process to ensure complaints are handled fairly and without undue delay.

How to make a complaint

The complaint can be submitted by anyone affected by the service supplied by our skip hire teams or by the wider rubbish removal company covering the service area. Complaints should be clear, concise and where possible include the date, location, nature of the issue and any supporting evidence such as photographs or booking references. All complaints will be treated seriously and handled in confidence, subject to legal limits such as safeguarding or regulatory reporting obligations. Customers are encouraged to provide a preferred resolution so investigators understand the desired outcome, whether that is a remedial visit, financial adjustment or a formal apology.

Acceptable complaint topics. Examples of matters that can be dealt with under this complaints procedure include late or missed collections, damaged property related to skip placement, unsafe placement of skip containers, incorrect billing, driver conduct, and failures in waste removal service standards. The policy does not cover contractual negotiations or general service enquiries that do not involve a specific breach or concern; those should be directed through standard enquiries channels but remain outside this complaints process.

Acknowledgement and initial response

On receipt of a complaint, the company will acknowledge it promptly and record the issue in its complaints log. The acknowledgement will confirm the complaint reference and provide an estimated timeline for an initial review. This review typically identifies whether the matter requires immediate corrective action (for example, to make a skip safe or clear an environmental hazard), or whether it requires a full investigation. Where immediate safety concerns exist, corrective action will be prioritised and noted in the response.

Investigation process. The investigation phase seeks to collect relevant facts, which may include site photographs, driver statements, vehicle logs, and booking records from the waste removal service team. Investigators will assess whether policies and operational procedures were followed and whether remedial steps are necessary. Investigations aim to be thorough but timely: in most cases a substantive update is provided within 10 working days. If the matter is complex and requires further information or third-party liaison, the company will notify the complainant and provide an updated timeframe.

Possible outcomes after investigation include confirmation that no breach occurred, an apology where standards fell short, corrective action to rectify damage or inconvenience, or financial adjustments where appropriate. The company may also offer operational changes to prevent recurrence, such as driver retraining or revised placement protocols. All outcomes are documented and retained for quality assurance purposes. Where corrective action is required, the expected completion and monitoring arrangements will be set out clearly.

Escalation and review. If the complainant is dissatisfied with the initial outcome, a formal escalation route is available. This involves review by a senior manager who was not involved in the original investigation. The escalation review reassesses the facts, re-examines relevant records, and may request further evidence from the complainant. The goal of escalation is to ensure impartiality and to provide a final internal decision. Typically, escalated reviews are completed within 15 working days of receipt.

External resolution options. If the complainant remains unhappy after exhausting the company’s internal process, independent dispute resolution or industry ombudsman services may be considered where such schemes apply. The company will explain what external mechanisms are available and what types of outcomes those schemes can deliver, while remaining careful not to imply any particular outcome. This step preserves access to impartial third-party review without delay or unnecessary procedural barriers.

Record keeping, learning and continuous improvement. All complaints, investigation notes, outcomes and corrective actions are recorded in the company complaints register. Records support trend analysis, staff training, and continuous improvement of skip hire operations across the service area. The register also fulfils regulatory obligations for retention and audit. Where patterns of complaints emerge—such as repeated incidents at particular locations or recurring driver issues—the company commits to targeted interventions and measurable action plans to reduce recurrence.