Complaints Procedure for Southwark Skip Hire

Purpose: This procedure explains how to raise and resolve concerns about Southwark Skip Hire and related waste removal services. It sets out the steps we take to handle complaints fairly, consistently and promptly. Whether you use our skip hire in Southwark or engage with a local skip company, this document outlines what to expect without providing contact details.

Scope: The policy covers complaints about service delivery, scheduling, vehicle access, site safety, pricing clarity and environmental handling of waste by our skip hire services. It applies to private and commercial customers who believe a skip company in Southwark has failed to meet standards.

How to raise a concern

When you first identify a problem, report it using the channels provided at the point of service. Please provide clear information about the booking, a concise description of the issue and any relevant dates. Include photographs where appropriate and a brief statement of the outcome you are seeking. We recommend saving records of receipts and booking references to speed up resolution.

What to include in your complaint: To help us investigate quickly, include these details:

• Service used (for example: skip hire service, delivery or collection)
• Date and time of the event
• Location where the skip was placed or the service provided
• Nature of the problem with a clear description and any supporting images
• Desired outcome — what you want us to do to resolve the matter

Acknowledgement and timescales

We will acknowledge receipt of your complaint promptly. Initial acknowledgement aims to occur within a short, published period so you know the matter is being handled. After acknowledgement, a more detailed response will usually follow within a stated timeframe. If the complaint requires extended investigation, we will update you on progress and expected completion. Our response will explain findings and proposed remedies.

Complaints that relate to safety or environmental risk are given priority. All investigations are carried out impartially and documented for quality assurance and service improvement. If we identify a recurring issue, we will treat it as a matter for operational review to reduce future problems.

Investigation process: We carry out a structured investigation that may include reviewing job records, speaking to staff or drivers involved, and inspecting images or site notes. Evidence is considered objectively and decisions are made using the available information. If any corrective work is required, we will explain the steps to be taken.

If the outcome is in your favour, possible remedies may include an apology, a partial refund, credit against future services, rework or other appropriate actions. Remedies depend on the circumstances and the nature of the complaint; they are intended to be proportionate, fair and transparent. We may offer measures to prevent reoccurrence where appropriate.

Escalation and review: If you feel the response is unsatisfactory, you may ask for an internal review. The review is carried out by a different member of staff than the person who handled the original complaint to ensure objectivity. Please note that escalation remains an internal process and aims to provide an authoritative final decision within the organisation's complaints framework.

Record keeping is an important part of our procedure. All complaints and outcomes are recorded confidentially to meet data retention policies and to support ongoing improvement. Records are used to identify patterns, training needs and opportunities to enhance the quality of our skip hire services.

Our commitment is to learn from mistakes and to use complaints as part of continuous improvement. Where systemic issues are identified, we will implement corrective actions and monitor results. Complaint handling is one of several ways we ensure that customers receive reliable and responsible skip hire in Southwark and nearby areas.