Complaints Procedure for Greenwich Skip Hire

Purpose: This Complaints Procedure explains how Greenwich Skip Hire and related rubbish removal services manage concerns from customers about waste collection, skip hire arrangements, delivery or collection delays, and service standards. It is designed to be clear, proportionate and accessible while ensuring consistent handling of every complaint raised about our skip hire services and waste management operations.

The policy covers all stages from initial receipt to final resolution and record-keeping. Our aim is to resolve matters promptly and fairly. If a matter cannot be resolved immediately, the complaint will be acknowledged and investigated. This document sets out expected timescales, escalation routes and possible outcomes for complaints relating to skip delivery, on-site conduct, contamination issues and other service matters.

Scope and definitions: A complaint is any expression of dissatisfaction about our rubbish collection service or skip hire provision that requires a response. It does not cover general enquiries or requests for information. Complaints may involve: operational failures, damage or loss, customer service concerns or disputes over charges and invoices. Where a legal claim is indicated, it will be recorded and managed separately in line with statutory requirements.

How to raise a concern

Customers may raise an issue via the channels described in our service terms. When submitting a complaint, please provide: date and time of the service, skip reference or booking details if available, a concise description of the issue, and any supporting evidence such as photographs. We ask for clear information to speed up investigation and to enable us to provide an accurate response on behalf of our waste disposal or rubbish removal teams.

What we will investigate:

• Missed or delayed skip delivery or collection
• Damage to property or vehicle paths during delivery/collection
• Unsafe or non-compliant waste handling
• Staff conduct and professionalism
• Billing discrepancies related to transfers or excess waste

Initial acknowledgement and timescales: We will acknowledge receipt of a complaint within a stated short period and aim to provide a full response within a defined timeline. Typical acknowledgement will occur within 5 working days, with a substantive response within 20 working days wherever practicable. Some complex complaints that require third-party input or technical assessment may take longer; in such cases we will keep the complainant informed of progress and expected timing.

Investigation and evidence

Investigations are proportionate to the nature of the complaint. Our teams will collect relevant records, review booking logs, vehicle tracking where available, staff statements and any photographic evidence provided. We treat all information with confidentiality and will only share details internally or with agents where necessary for resolution. Investigations aim to be thorough but avoid unnecessary delay.

Remedies and outcomes: Where a complaint is upheld, we will offer appropriate remedies which may include an apology, corrective action, rectification of service, a credit or partial refund in line with our published terms, or changes to future scheduling. Remedies are tailored to address verified failures and to restore reasonable expectations for the service user.

Escalation process: If a customer is dissatisfied with the proposed resolution, they may request escalation within our internal review framework. Escalation will be handled by a senior manager or complaints officer who was not involved in the original decision. The escalated review will reassess the facts, any new evidence and the proposed remedies and provide a final internal decision within a further defined period.

Record-keeping and learning: We maintain records of complaints, investigations and outcomes to ensure transparency and to support continuous improvement of our skip hire and rubbish collection services. Data from complaints is analysed periodically to identify trends and to inform training, operational changes or supplier management actions, with the goal of reducing recurrence of similar issues.

Confidentiality and data protection: Complainant information is handled under applicable data protection standards. Personal data will be used only for the purpose of investigating the complaint and providing any necessary remedy. We retain complaint records for an appropriate period in line with regulatory guidance and internal record retention policies.

Further rights and external review: If the complaint remains unresolved after completion of our internal escalation process, complainants are advised of any independent review or ombudsman options that may apply to waste services. This procedure does not remove the right to seek legal remedies where appropriate, but it is designed to resolve most disputes fairly and efficiently at an organisational level.