Complaints Procedure for Rotherhithe Skip Hire
Purpose: This page sets out the formal complaints procedure for our skip hire and rubbish removal services. It explains how concerns are received, investigated and resolved, and the standards you can expect for fairness and transparency. The procedure applies to all bookings, deliveries, collections and associated site work carried out by the contractor operating skip hire in Rotherhithe and surrounding service areas. It is designed to be clear, proportionate and centred on prompt redress.Who this covers. The process covers residential and commercial customers, agents acting on behalf of clients, and authorised site representatives reporting service issues such as late collections, incorrect skip size supplied, damage to property during delivery or collection, pricing disputes, or perceived breaches of waste management obligations. Complaints may also relate to safety and environmental concerns that require immediate attention.
Scope and definitions
For the purposes of this document, the terms skip hire, skip services and rubbish clearance refer to the provision, placement, removal and lawful disposal or recycling of waste via container hire. A complaint is any expression of dissatisfaction that requires a formal response. Routine service queries that can be resolved at first contact are handled under normal customer service protocols but can be escalated into a complaint if unresolved.How to make a complaint
To ensure a full and timely response, please provide: the service date, the skip reference or booking identifier where available, the location of service, a clear description of the issue and the remedy you seek. When making a complaint, keep an objective record of events and preserve any photographic evidence. Detail and evidence improve the speed and accuracy of the investigation, but lack of photos will not prevent us from investigating.- Step 1: Notify the operator by using the official reporting channel stated in hire documentation.
- Step 2: Supply supporting information such as photos, driver details or vehicle registration where possible.
- Step 3: State any preferred resolution (apology, refund, replacement service) to help tailor the response.
Acknowledgement and initial response
Complaints will be acknowledged in writing within three working days of receipt. The acknowledgement will include a unique case reference, the name of the officer allocated to the matter and an outline of the next steps. An initial assessment determines whether the complaint can be resolved quickly or requires a full investigation. Expected timescales are provided, and any anticipated delays will be communicated.Investigation process
Investigations are conducted objectively and by suitably experienced staff not directly involved in the original service event wherever practicable. The process typically includes reviewing booking records, vehicle and driver logs, site photographs, third party statements and any contractual terms that apply. The aim is to complete standard investigations within 15 working days; complex or multi-stakeholder matters may take longer and will be tracked with regular updates.Remedies and outcomes
Where a complaint is upheld, remedial actions may include a formal apology, a financial adjustment, a partial or full refund, complimentary replacement service or targeted operational changes. Outcomes are proportionate to the severity of the issue. All outcomes are documented in the case file and a clear rationale for the decision is provided to the complainant.Decisions may also include non-financial remedies such as staff retraining, amended procedures for skip placement, enhanced signage or changes to routing to reduce future incidents. Where evidence shows no breach of service standards, the complainant will receive a detailed explanation and evidence supporting that finding.
Safety, environmental incidents and urgent action
Complaints that involve immediate safety risks, spillage, contamination or suspected illegal dumping are prioritised. In such cases we may take temporary remedial measures such as immediate removal of a skip, deployment of a cleanup crew or notification of relevant authorities. These actions do not preclude a full investigation and subsequent remedial steps.
Escalation and appeals
If the complainant is not satisfied with the outcome, they may request an internal review. The review will be conducted by a senior manager not previously involved in the case and will reassess evidence, process and remedy. Internal reviews are usually completed within 20 working days of the request. Where there remains dissatisfaction after review, the complainant can seek external independent review by an appropriate regulator or ombudsman.