Complaints Procedure — Carshalton Skip Hire

At Carshalton Skip Hire we are committed to delivering a reliable skip hire and rubbish removal service. This complaints procedure explains how we handle concerns about our skip hire services, collections, deliveries, pricing disputes and any damage or safety issues arising from our operations. Our aim is to resolve issues quickly, fairly and transparently so customers and neighbours can have confidence in how a skip hire company in the area responds to problems. We treat each complaint seriously and use the information we gather to improve future service.

Scope and definitions

What counts as a complaint: a complaint relates to dissatisfaction with our skip hire service, including late or missed collections, incorrect skip sizes, overcharging, damage to property or vehicle access problems, hazardous waste handling, or failures in our rubbish removal operations. A concern about policy, conduct of staff or contractors, and health & safety incidents connected to our skip hire services also falls within this procedure. This policy does not replace statutory legal rights, but it does define our internal response and escalation routes.

How to submit a complaint

Please provide clear details so we can investigate efficiently. Include the following information where possible:

• Date and time of the incident or service failure;
• Booking reference or invoice number and the type/size of skip provided;
• Description of the issue and any short statement about what you expect as a resolution;
• Photographic or documentary evidence where available (photos of damage, overfilled loads, or site access);
• Names of staff or contractors involved if known.

Note: We accept complaints raised through our standard customer channels. While this document explains the process and timescales, it does not include direct contact details; please use the usual service channels you have for reporting issues.

Acknowledgement and timescales

On receiving a complaint we will acknowledge it promptly, typically within three working days. We will record the complaint and carry out an initial assessment to determine the appropriate level of investigation. For most matters the target is to provide a fair and full response within 15 working days. Complex matters involving third parties, site inspections or specialist waste classification may take longer; if so we will inform you of the revised timescale and why the extra time is needed.

Investigation process

Investigations are carried out by the team responsible for that element of the service or by a designated complaints officer. Steps include fact-finding, reviewing booking and vehicle logs, interviewing staff and contractors, and inspecting the site or affected property where appropriate. We may seek independent technical advice for contamination, hazardous waste or insurance-related damage. Throughout the investigation we aim to be impartial and thorough, and we document all findings and decisions.

Outcomes and remedies

Possible outcomes depend on findings and may include one or more of the following remedies:

• Formal apology where service fell below expected standards;
• Partial or full refund or credit against future service;
• Free re-delivery or re-collection of a skip where operational error occurred;
• Replacement or repair costs for verified damage caused by our staff or vehicle movements;
• Corrective actions such as additional staff training, updated procedures or route changes to prevent recurrence.

We seek to make remedies fair and proportionate. Where financial compensation is offered, it will reflect demonstrable loss or inconvenience rather than speculative claims.

Escalation and independent review

If you are not satisfied with the initial response you may request escalation to a senior manager for further review. Escalations should explain why the original outcome is considered unsatisfactory and include any new evidence. Senior review aims to be completed within 10 working days of escalation. Where disputes cannot be resolved internally, we will explain options for independent review such as arbitration or referral to a relevant industry body. This process preserves customers' rights to seek other avenues while giving the company one clear opportunity to resolve matters internally.

Confidentiality and data protection

All complaints are handled in confidence. Personal information collected during a complaint investigation is used solely for resolving the matter and for internal record-keeping. We retain complaint records in accordance with our data retention policy to support service improvement and legal compliance. Individuals wishing to understand how their data is used can request details of the processing principles. Sensitive information is shared on a strict need-to-know basis and care is taken to secure records and prevent unauthorized disclosure.

Continuous improvement and final notes

We treat complaints as an essential source of learning. Records are periodically reviewed to identify trends, operational weaknesses, and training needs so our skip hire and rubbish collection services improve over time. Customers should expect transparent, timely updates and a professional approach from initial acknowledgement through to resolution. While this complaints procedure outlines our process and likely remedies, it is not a substitute for formal legal advice or statutory rights. We welcome the opportunity to investigate and remedy valid complaints promptly and to use each case to make our skip hire operations more reliable and respectful of customers and neighbouring properties.