Complaints Procedure for Skip Hire Putney
Purpose and scope. This document sets out the formal complaints procedure for Skip Hire Putney and associated skip hire services across our service area. It applies to complaints relating to waste collection, skip delivery and collection, pricing disputes, site conduct and any other service issues. The aim is to ensure that every concern is handled promptly, fairly and transparently. This procedure is intended to be neutral and lawful, outlining responsibilities, expected timescales and escalation options without providing specific contact details or promotional material.
Definitions and who can complain. A complainant is any person or business that has arranged or used the waste removal or rubbish collection in Putney and who believes the company's service has fallen short of a reasonable standard. Complaints may be raised by authorised representatives acting on a customer’s behalf provided they can demonstrate authority. Complaints about third parties, subcontractors or regulatory matters will be referred for separate handling where appropriate, and will be recorded in accordance with this procedure.
How to make a complaint. Complaints should be submitted in clear written form and include: a description of the issue, relevant dates, the skip hire reference if available, and desired outcome. The company accepts formally submitted concerns through its established channels; those channels are recorded in the company’s internal policy and will be acknowledged as set out below. To assist resolution, complainants should provide any supporting evidence such as photographs, invoices, or log entries. The following steps outline typical actions the company will take:
- Record the complaint and issue a unique identification number.
- Provide an acknowledgement within a defined short period.
- Allocate a case handler to investigate and respond.
Initial acknowledgement and case allocation. Upon receipt of a formal complaint the company will acknowledge in writing within the timescale specified in its policies. The acknowledgement will confirm the complaint has been logged and that an investigation will commence. A designated investigator or complaints officer with no prior involvement in the matter will be assigned to ensure impartiality. The complainant will be advised of progress milestones and the likely timescale for a substantive response.
Investigation procedure. Investigations will be proportionate and may include review of delivery and collection records, consultation with drivers, depot staff and any subcontractors, analysis of disposal documentation and consideration of statutory obligations relating to waste handling. All relevant evidence will be retained for the purposes of the complaint. The investigator will prepare a written findings report setting out the facts, any breaches of service standards, and proposed remedies where appropriate.
Response and remedies. The company will aim to provide a full written response within the published timescale. Outcomes may include explanations, operational corrections, scheduling changes, partial or full refunds, credits toward future services, or alternative remedial action deemed reasonable and proportionate. Any remedial action will be documented and scheduled; if a refund or compensation is agreed, the rationale and calculation method will be recorded. Remedies will reflect the nature of the breach and the impact on the complainant.
Escalation and independent review. If the complainant is not satisfied with the outcome, they may request escalation to a senior manager or an internal review panel as described in the company’s complaint handling policy. The escalation should outline the reasons why the original outcome is considered unsatisfactory. For certain disputes that engage regulatory or statutory requirements, the company will inform the complainant of the option to refer matters to the relevant oversight body where appropriate and permitted by law.
Record keeping, confidentiality and data protection. All complaints and related documentation will be retained in accordance with applicable data protection and records retention policies. Personal data will be processed lawfully, stored securely and only accessed by staff with legitimate need. Confidentiality will be maintained throughout the process except where disclosure is required by law, regulation or legitimate regulatory inquiry. Records will include the complaint, investigation notes, communications and final outcome to demonstrate a compliant audit trail.
