Complaints Procedure for Lambeth Skip Hire

Purpose: This complaints procedure explains how Lambeth Skip Hire and its associated rubbish removal and skip rental services manage, investigate and resolve concerns raised by customers. It applies to all aspects of skip hire, waste collection and site delivery in our service area. The aim is to ensure that every complaint is treated seriously, investigated fairly and addressed promptly, with clear outcomes and record keeping. Customers and third parties can expect a consistent approach whether the issue relates to delivery, collection, charges or on-site conduct.

Scope and Principles

Our policy covers complaints about skip delivery times, vehicle conduct, damaged property, billing disputes and service quality across our skip hire Lambeth and wider rubbish removal operations. We are committed to: accessibility, transparency and impartial handling. Complaints will be handled without penalising the person who raised them. We aim to be clear, proportionate and timely. All complainants will receive acknowledgment and regular updates while an investigation is underway.

How to submit a complaint: Complaints can be made in writing or verbally; please provide a clear description of the concern, dates, relevant order or hire reference if available, and desired outcome. Acceptable formats include written correspondence, an online form where provided, or an in-person report at an office. We will record:

• the complainant's name and relationship to the service (customer, third party);
• a clear summary of the issue raised;
• any relevant dates and skip or job reference numbers.

Initial Assessment and Acknowledgement

On receipt, complaints are triaged to determine urgency and impact. Minor issues may be resolved immediately; more complex concerns will be logged and allocated to a complaints officer. We will acknowledge most complaints within a set period to confirm receipt and outline the next steps. This acknowledgement will include an estimated timescale for a substantive response and the name of the person handling the case.

Investigation process

The investigation will gather relevant evidence, which may include driver logs, delivery notes, photographic records and witness statements. Our aim is to understand events objectively, considering both the complainant's account and any operational records. Investigators will act impartially; they will not be directly involved in the events under review. Where necessary, we will take remedial measures pending conclusion of the inquiry to prevent ongoing harm or disruption.

Timescales and updates: We strive to conclude straightforward complaints within a short, defined period and more complex matters within an extended but reasonable timeframe. Complainants will be kept informed of progress and any unavoidable delays. If additional time is needed to obtain evidence or liaise with third parties, we will explain the reasons for the delay and provide a revised completion date.

Resolution and Outcomes

Following investigation, we will communicate the outcome and any actions to be taken. Possible outcomes include an explanation, apology, corrective action such as arranging a re-collection or re-delivery, or a review of charges where errors are identified. Where appropriate, remedial steps will be implemented promptly to resolve the matter and prevent recurrence. Remedies are proportionate to the nature of the problem and the impact on the complainant.

Escalation and external review: If the complainant is not satisfied with the outcome, an internal escalation route is available to ensure an independent second review within our organisation. If a resolution cannot be reached internally, we will advise on options for external dispute resolution such as independent alternative dispute resolution schemes relevant to waste management and consumer services, where applicable. This is provided without prejudice and in line with applicable regulations.

Record keeping, learning and continuous improvement: All complaints are recorded and retained in accordance with our data retention and privacy practices. Records include the original complaint, investigation notes, findings, actions taken and lessons learned. Regular reviews of complaint trends inform training, operational changes and policy updates aimed at improving the quality of our skip rental and rubbish collection services. Transparency in reporting helps ensure we maintain high standards of service.