Complaints Procedure — Addiscombe Skip Hire

Purpose and scope. This complaints procedure explains how Addiscombe Skip Hire and affiliated skip hire services handle concerns about rubbish collection, waste removal and general skip service performance. It applies to customers using our skip hire in Addiscombe, local waste removal partners and anyone affected by our skip delivery and collection operations. Our aim is to resolve issues fairly, promptly and consistently while protecting privacy and following clear records management practices.

We welcome reports about missed collections, damaged property, incorrect skip placement, items accepted for disposal that should not have been, or behaviour of operatives. The process below outlines how to raise a concern, what to expect during an investigation and the typical timescales. It also sets out how we track outcomes and use insights to improve our skip hire services and rubbish clearance procedures.

Informal resolution first. Wherever possible we encourage an informal approach to correct minor issues quickly. Many matters can be resolved by speaking with the operative on site or our service coordinator on the day of collection. For example, if a skip is positioned incorrectly or access was blocked, we'll aim to rectify the situation the same working day. If the informal route does not resolve the matter to your satisfaction, a formal complaint may be submitted and will be handled under the formal stages described below.

To make a formal complaint about skip hire services or rubbish removal you should provide a concise account of the issue, including the date and location of the service, the nature of the problem and any supporting information such as photographs or booking references. Please avoid including sensitive personal data that is not relevant to the complaint. Our complaints team will acknowledge receipt and confirm the next steps.

What we need:

• Details of the booking or service instance (date/time and service type).
• A clear description of what went wrong and the outcome you are seeking.
• Supporting evidence where available (photos of damaged property, blocked access, etc.).

Initial acknowledgement and allocation. Once received, complaints are logged and assigned to an investigator who is independent from the day-to-day operatives involved. We aim to provide an acknowledgement within three working days and an update within ten working days outlining the progress and anticipated resolution date.

The assigned investigator will gather relevant information, which may include the operative’s report, vehicle logs, waste transfer documentation and photographic evidence. As part of the process, we may contact third parties such as waste transfer stations or contractors where appropriate. Investigations are conducted impartially and on the balance of probabilities.

Possible outcomes include but are not limited to: an apology and explanation, corrective action (for example, re-collection or making good minor damage), a refund or credit for inappropriate charges, and internal remedial measures such as retraining staff or reviewing procedures. We will communicate the findings and any remedy proposed in writing. If remedial work is arranged, we will provide a reasonable timescale for completion.

Escalation and review. If you remain dissatisfied with the outcome, an escalation route is available. An escalated review will be undertaken by a senior manager who will re-examine the case and respond with a final decision. This review focuses on whether the original investigation was thorough and whether the outcome was proportionate to the issue raised.

Record keeping and confidentiality. All complaints and associated records are maintained in accordance with our record retention policy and data protection principles. Information gathered during investigations is used only for complaint resolution and service improvement. We will not disclose personal information to unrelated parties, except where required by law or regulatory obligations.

Monitoring and continuous improvement are integral to our approach. Complaints inform changes to operational practices, customer communications and training for drivers and site teams. Regular reviews of complaint trends help reduce recurrence of common issues such as missed collections or incorrect permit handling for skip placement.

What you can expect from us: a timely acknowledgement, transparent investigation, clear communication of findings, proportionate remedies and a chance to have decisions reviewed. We commit to learning from each complaint and to making tangible improvements to our waste management and skip hire operations.