Complaints Procedure — Catford Skip Hire

Purpose and scope: This complaints procedure describes how Catford Skip Hire accepts, records and resolves complaints about our skip hire and rubbish removal services. We are committed to delivering a professional service across our service area and to addressing any concerns fairly, promptly and transparently. The following procedure applies to all service queries, including collection times, vehicle conduct, safe loading, site access and disposal practices.

We treat every complaint seriously and aim to achieve a satisfactory resolution for both the customer and the company. Our commitment is to investigate thoroughly and to use the outcome to improve standards. This policy is suitable for domestic and commercial customers using skip hire Catford or nearby rubbish removal options supplied by our team.

What counts as a complaint: A complaint is any expression of dissatisfaction with our performance or conduct that requires a response. Examples include late or missed collections, damaged property, unsafe delivery, unexpected charges, or concerns about how waste was handled. Routine service requests or enquiries that do not indicate dissatisfaction are not classed as formal complaints, but we will still seek to respond and help.

How to make a complaint

Customers can raise complaints in writing or verbally through the channels provided at the time of booking. To help us investigate efficiently, please provide the following when possible:

• Date and time of the incident or service
• Reference or booking number, if available
• Details of the issue, including actions already taken
• Photographs or other supporting information where relevant

Acknowledgement and initial assessment

On receipt we will acknowledge your complaint within 3 working days. The initial assessment determines whether immediate remedial action is required (for example, arranging an urgent re-collection or site visit) or whether further investigation is appropriate. Where immediate action is taken, we will inform you of what was done and why.

Our investigation process aims to be thorough and impartial. We will:

• Log the complaint in our records and assign a reference for tracking
• Gather evidence, including driver notes, vehicle logs and any photographic material
• Contact relevant staff or subcontractors for statements

Investigations are typically completed within 15 working days. If more time is needed due to complexity or third-party involvement, we will keep you informed and provide an estimated timeframe for conclusion. The investigation outcome will explain findings and set out any proposed remedies.

Remedies and outcomes

Remedies depend on circumstances and may include one or more of the following: re-performing a service (such as a fresh collection), partial or full credit against charges, an apology where service fell below reasonable expectations, or procedural change to prevent recurrence. We will only propose remedies proportionate to the issue and consistent with legal and environmental obligations.

Escalation and appeals: If you are not satisfied with the initial outcome, you may request an internal review. An independent manager or senior officer will re-evaluate the case and issue a final decision. This review will focus on whether the original investigation was fair, thorough and correctly applied our standards. The final decision will be communicated in writing and will be treated as conclusive within our organisation.

Record keeping, confidentiality and learning

We maintain secure records of complaints and outcomes to monitor performance and identify trends. Personal data is handled in accordance with applicable data protection principles and access is restricted to staff involved in the investigation. Where appropriate, anonymised summaries of lessons learned are used to inform training, operational changes and service improvements.

Accessibility and reasonable adjustments: We aim to make the complaints process accessible to all customers, including those with communication needs. If you require assistance to submit or follow up a complaint, we will take reasonable steps to support you.

Fair treatment: All complaints are handled without prejudice. We will not treat customers unfavourably for raising genuine concerns, nor will we permit abusive conduct. Where a complaint is found to be vexatious or malicious, we retain the right to close the matter and record the reason.

Continuous improvement: Complaints are an important source of information and help us improve our skip hire and rubbish removal services. We review complaint trends regularly and update policies, training and procedures to reduce recurrence. Thank you for helping us improve the quality and safety of our operations.