Complaints Procedure — Skip Hire Coney Hall

Company vehicle and skip at roadside, overview image Purpose: This complaints procedure explains how customers of Skip Hire Coney Hall can raise concerns about waste collection, rubbish removal or skip hire services and how we will respond. It describes the stages of a complaint, expected timescales, the remedies we may offer, and the escalation route if you remain dissatisfied. The policy aims to be clear, proportionate and accessible while protecting both customer and company interests.

Scope and definitions

This policy applies to all operational and administrative matters relating to coney hall skip hire activities, including delivery, collection, site behaviour, pricing disputes and environmental or health and safety issues. A complaint is any expression of dissatisfaction requiring action; an enquiry is a request for information. Where a matter relates to emergency or immediate safety risks, we prioritise safe resolution over standard complaint timescales.

Customer documenting an issue with a skip using a phone

How to raise a complaint

Customers should make a complaint as soon as reasonably possible after the event. Complaints can be submitted by using the official complaint channel provided at the point of service or during a point-of-sale interaction. When making a complaint, please provide:

a brief description of the issue;
date, time and location of the event (as applicable);
any reference numbers associated with the booking;
details of any immediate safety concerns.

Early sharing of accurate information helps us investigate swiftly and effectively.

Acknowledgement and initial response

Upon receipt of a complaint we will acknowledge it promptly and record it in our complaints register. We aim to provide an initial written acknowledgement within a reasonable period and will explain who is handling the matter and the anticipated timetable for investigation. If a complaint requires urgent attention due to environmental or safety risk, it will be fast-tracked for immediate action.

Investigator reviewing paperwork and photos during complaint handling

Investigation process

Our investigation will be proportionate to the nature and severity of the complaint. Steps typically include: a review of service records, liaison with the crew or representatives involved, inspection of photographic or documentary evidence, and consideration of any relevant regulatory obligations. Investigations may involve third-party suppliers where they are responsible for part of the service. We will document our findings and the rationale for any decision taken.

Outcomes and remedies: After completing the investigation we will communicate our findings and propose remedies where appropriate. Possible remedies include, but are not limited to: a re-run of the service, a partial refund, a credit against future services, or a formal apology. Remedies will be proportionate and aim to put the customer in a position equivalent to what they would have had had the issue not occurred, where practicable.

Checklist of documents and evidence for complaint submission

Timescales and what to expect

We strive to resolve straightforward complaints quickly, often within a few working days. More complex cases that require site checks or supplier input may take longer. If an investigation will exceed our standard response time we will inform you of the delay, the reason for it, and provide an updated timetable. We record all milestones so customers have transparency about progress.

Escalation and review

If you are dissatisfied with the outcome you may request an internal review. An internal review is carried out by a manager or senior member of staff who was not part of the original investigation. The review will consider whether procedures were followed, whether conclusions were reasonable based on available evidence, and whether any further remedy is appropriate. We aim to complete internal reviews within defined internal deadlines and will confirm the final decision in writing.

Final review and records being filed for continuous improvement Independent resolution: Where statutory or industry dispute resolution schemes exist, customers may be advised of the option to refer their matter to an independent body after exhausting internal procedures. This does not replace your statutory rights but can provide an impartial assessment of the complaint and any compensation considerations. Any referral will be subject to the terms and timescales of the relevant scheme.

Record-keeping and continuous improvement: We maintain a secure record of complaints and outcomes to identify trends and improve service delivery. Lessons learned will inform staff training, operational adjustments and supplier management. We may periodically publish anonymised summaries of complaint types and corrective actions to demonstrate commitment to quality and accountability.

Confidentiality and data protection: Complaints are handled in accordance with data protection principles. Personal information provided in the course of a complaint will be used solely for the purpose of investigation and resolution, and retained only as long as necessary for legitimate business or legal purposes.

Final note: Our aim is to resolve disputes fairly, transparently and promptly while maintaining service standards for all customers. This complaints procedure applies to all aspects of skip hire in Coney Hall and related rubbish company services in the wider service area. It is designed to be accessible and balanced — protecting customers’ rights and enabling us to improve how we operate.