Complaints Procedure — Wembley Skip Hire

This Complaints Procedure sets out how Wembley Skip Hire and associated rubbish removal services will receive, investigate and resolve complaints relating to our skip hire service and waste collection operations. The purpose of this policy is to provide a clear, fair and transparent process for anyone wishing to raise a concern about our rubbish company operations, including customer service, delivery, collection, disposal practices and any environmental or health and safety issues. We aim to deal with complaints promptly and with impartiality, and to use lessons learned to improve our operations.

The procedure applies to complaints made by customers, contractors, neighbours or third parties affected by our activities. Complaints can be raised about skip hire in Wembley, collection standards, missed collections, damage to property, perceived breaches of duty by the rubbish removal company or any other aspect of our skip hire service. All complaints will be treated seriously irrespective of whether the person raising them is a paying customer. Complaints that relate to criminal activity, immediate safety or environmental hazards will be prioritised and escalated to the appropriate authorities as necessary.

On receipt of a complaint we will issue an acknowledgement within our published timescale. The acknowledgement will outline the name or role of the person responsible for handling the matter and an estimated timescale for completion. Normally, we aim to provide an initial response within five working days and to resolve routine matters within twenty-eight days. If a complaint requires a longer investigation we will keep the complainant informed of progress and provide revised timeframes.

How to Submit a Complaint

Complaints should be made in writing or by another verifiable method so we have an accurate record of the issues raised. When making a complaint, please include key information such as:

• date and time of the incident;
• details of the skip hire or collection involved (e.g., type of skip, if known);
• a clear description of the concern or breach;
• any steps already taken to resolve the issue;
• names of any staff involved, where known.

Once a complaint is received we will log it in our complaints register and allocate it to an investigator who is independent of the day-to-day operations that are the subject of the complaint. The investigator will review available records, interview relevant staff and, where appropriate, gather statements from third parties. Investigations are conducted objectively and with regard to relevant legislation and our contractual obligations with customers and waste management partners.

Investigation, Resolution and Remedies

During the investigation stage we will consider a range of outcomes, which may include a formal apology, corrective action to prevent recurrence, reimbursement for demonstrable loss, or changes to operational procedures. Where the complaint identifies a systemic problem, we will develop an action plan and set realistic timescales for completion. Outcomes are documented and communicated to the complainant in writing, together with any right to request a review.

If a complainant is not satisfied with the outcome they may request an internal review. The review will be carried out by a manager not involved in the original decision. The review process will examine whether the original investigation was thorough, whether policies were applied correctly and whether the proposed remedy is reasonable. Reviews will be completed within a reasonable period and a formal review response provided.

All complaint records are retained in accordance with our record-keeping and data protection policies. We will treat information in complaints as confidential and will only share details on a need-to-know basis, unless disclosure is required by law or necessary to protect health, safety or the environment. We use complaint data to identify trends and inform training, operational changes and supplier performance management so the rubbish removal company can continuously improve service delivery.

Complaints that allege a breach of legal or regulatory duties may be referred to the appropriate regulatory body as part of our compliance obligations. This procedure does not replace any statutory right to seek redress through the courts or other external dispute resolution mechanisms. However, we encourage parties to allow the internal process to complete before pursuing external remedies.

Our policy is reviewed periodically to ensure it remains effective and compliant with relevant waste management and consumer protection standards. Training and development for staff who handle complaints are provided to ensure investigations are consistent, timely and fair. We commit to documenting lessons learned and embedding improvements across the skip hire service.

For transparency, appeals and reviews will be conducted without prejudice to any party and with an emphasis on resolution. We are committed to a constructive, proportionate approach that balances the interests of complainants, customers and operational integrity. This Complaints Procedure forms part of our legal and governance framework and should be read alongside our broader terms for skip hire and waste management, where applicable.