Complaints Procedure for Blackheath Skip Hire and Related Waste Services

Purpose: This Complaints Procedure explains how Blackheath Skip Hire and its associated rubbish collection and skip hire services handle expressions of dissatisfaction. The policy ensures that all concerns about skip delivery, collection, waste disposal or customer service are recorded, investigated and resolved in a transparent, fair and timely way. It applies to all service users and covers complaints about operational performance, handling of waste, billing disputes and any perceived breaches of our terms.

Scope: The procedure applies to complaints made by individuals or organisations receiving skip hire, waste collection, rubbish removal and other skip supplier services. It does not cover routine enquiries or general service requests, which are managed through normal operational channels. The policy is intended as a legal and administrative reference to help achieve consistent outcomes and to protect both the customer and the company.

Key principles: Complaints will be treated seriously, handled impartially and kept confidential where appropriate. We will not discriminate or penalise complainants. Responses will be proportionate to the nature of the issue and aimed at resolving the matter to the satisfaction of both parties where possible. Timeliness, fairness and clear communication are central to our approach.

How to Submit a Complaint

Complaints should be submitted in writing or via any formal communication channel used by the client. When lodging a complaint, please provide the service date, booking reference if available, a clear description of the issue and any evidence such as photographs or waste documentation. This information allows the investigations team to assess the matter promptly and accurately.

Initial acknowledgement: On receipt of a complaint we will acknowledge it within a specified timescale. A complaint record will be opened including the complainant’s details, the nature of the complaint and any immediate actions taken to mitigate harm or operational risk. Where urgent health, safety or environmental concerns are identified, immediate measures will be taken and documented.

Investigation process

Each complaint will be investigated by an appropriate officer with no direct involvement in the incident. The investigator will collect relevant records, interview staff where necessary and review operational logs. The investigation will aim to determine facts, identify root causes and recommend remedial action. In some cases, external experts may be engaged when specialised technical or regulatory knowledge is required.

Proposed resolution and response times: We will set out the proposed resolution and explain any corrective actions. A standard timescale for routine complaints is to provide a substantive response within 10 working days of acknowledgement. Complex matters that require more time will be communicated with an interim response explaining the reason for the delay and an expected completion date.

Remedies may include:

• Corrective operational action, such as re-collection or re-delivery of a skip
• Reassessment of waste handling or disposal procedures
• Financial adjustments where an error in billing or charging is identified
• Training or disciplinary measures for staff if appropriate

Escalation: If the complainant is not satisfied with the initial resolution, an internal appeal can be requested. The appeal will be reviewed by a senior manager or a dedicated appeals officer who was not involved in the original decision. The appeals review will consider the investigation records and any new information provided. A final internal decision will be issued in writing.

Record keeping and confidentiality: All complaints and associated records are retained in accordance with our data retention policy and applicable law. Records will include the complaint, investigation notes, evidence, correspondence and the final outcome. Access to these records is restricted to authorised personnel. Personal information will not be disclosed to third parties except where required by law or necessary to carry out the investigation.

Learning and improvement: Complaints are used as a source of continuous improvement. Trends are analysed and findings are reported to management to inform operational changes, staff training and policy updates. This ensures that similar issues are less likely to recur and helps maintain high standards across our skip hire and waste management services.

External resolution and regulatory bodies: If a complainant remains dissatisfied after exhausting internal procedures, they may choose to refer the matter to an appropriate independent body or regulator relevant to waste management and environmental compliance. We will cooperate fully with any lawful external investigation and implement any agreed remedial actions where required.

Accessibility and reasonable adjustments

We are committed to making the complaints process accessible. Reasonable adjustments can be made for customers who need support in making a complaint, such as providing materials in alternative formats. The objective is to ensure fairness and equal access for all service users.

Responsibility and governance: Senior management is responsible for ensuring that this complaints procedure is implemented and reviewed regularly. Performance metrics related to complaints management are monitored and reported as part of corporate governance to ensure accountability and transparency across our skip hire operations.

Final note: This document sets out our formal approach to resolving disputes concerning skip hire, rubbish removal and related waste services. It is designed to protect the interests of both customers and the company, to promote compliance with legal obligations and to support continuous service improvement.