Complaints Procedure — Skip Hire Lambeth

Purpose and scope

This Complaints Procedure sets out how complaints relating to our skip hire services are handled by Skip Hire Lambeth and associated waste collection operations. It is intended as a formal policy statement for customers and stakeholders to understand the process that governs the handling, investigation and resolution of issues raised about our rubbish removal and skip provision. The procedure applies to service delivery, scheduling, collection, disposal practices and customer interactions, whether raised by private individuals, contractors or local organisations.

What we treat as a complaint

For the purposes of this policy, a complaint is any expression of dissatisfaction about our skip hire in Lambeth or related waste services where the customer believes the service standard or contractual obligation has not been met. Examples include missed collections, incorrect placement of skips, damage to property during delivery or collection, billing disputes and concerns about health and safety or environmental compliance. Minor queries or routine service requests that are resolved at first contact are not logged as formal complaints.

Making a formal complaint

Customers wishing to make a formal complaint should do so promptly and provide sufficient information to allow a proper investigation. Please include the date and time of the incident, the skip hire company name if different, the location of service, a clear description of the issue and any supporting evidence such as photographs or reference numbers. Complaints may be raised in writing or via an authorised representative; all formal complaints will be recorded in our complaints register and assigned a unique reference for tracking.

Acknowledgement and timescales

We aim to acknowledge receipt of a formal complaint within five working days. An initial assessment will determine whether the matter can be resolved quickly or requires a full investigation. Where a full investigation is necessary, we will provide an estimated timeframe for a substantive response and keep the complainant informed of progress. Typical escalation stages and target timescales are listed below:

• Stage 1: Acknowledgement within five working days and initial clarification within ten working days.
• Stage 2: Investigation and proposed resolution within a further 20 working days where practicable.
• Stage 3: If unresolved, escalation to senior review or independent mediation as appropriate.

Investigation process

Investigations are conducted impartially and by trained staff who will gather relevant records, speak with operational teams and review any physical or photographic evidence. The objective is to establish the facts, identify any service failures and determine appropriate remedial action. During the investigation we will safeguard personal data and maintain confidentiality in accordance with legal obligations. If a complaint relates to health, safety or environmental harm, immediate interim measures will be considered to protect people and property.

Outcomes and remedies

Possible outcomes following an investigation include:

• Explanation of circumstances and confirmation of whether standards were met;
• Corrective action such as recollection or repositioning of a skip, or remediation of damage where liability is established;
• Financial adjustments in the event of billing errors or proven negligence;
• Policy or procedural changes to prevent recurrence.

Where a complaint is upheld, remedies will be proportionate to the impact of the failure. Where necessary, we will amend internal processes to reduce the likelihood of repeat incidents.

Record keeping and monitoring form an integral part of maintaining a robust complaints framework. All formal complaints and their outcomes are retained for audit and quality assurance. Trends are reviewed periodically to drive continuous improvement across our rubbish removal Lambeth operations and wider waste collection services. Reports generated from the complaints register are used to inform training, operational planning and risk management.

Escalation and independent review

If a complainant remains dissatisfied after the internal review, the complaint may be referred for independent mediation or third‑party review where appropriate. This step is taken only after exhausting the internal escalation route and where the nature of the dispute warrants external consideration. Independent reviews focus on whether our procedures were followed fairly and whether the outcome was reasonable in the circumstances.

Final provisions

Our complaints policy is intended to be transparent, fair and accessible to all users of our skip hire services. We reserve the right to manage persistent, abusive or malicious complaints in a manner consistent with good practice and legal obligations. Regular training for staff on complaint handling ensures that all matters raised about Lambeth skip hire and related services are treated seriously and resolved professionally. This document represents the formal complaints mechanism and will be reviewed periodically to reflect changes in regulatory standards and operational needs.