Complaints Procedure — Gipsy Hill Skip Hire

This Complaints Procedure sets out how Gipsy Hill Skip Hire and associated skip and rubbish removal services handle concerns about service delivery, safety, charges or conduct. It explains the scope, timescales and outcomes to help ensure every complaint is treated fairly, promptly and with respect. Our aim is to resolve matters quickly and learn from each issue to improve skip hire and waste collection standards across our service area.

Scope and principles: This procedure covers complaints relating to skip hire bookings, vehicle conduct, waste collection, site damage, scheduling, and invoicing for our skip services. It applies to commercial and domestic users of our skip hire, rubbish removal and waste management offerings. The process is guided by the principles of accessibility, impartiality, proportionality and transparency. Complainants can expect courteous handling and a clear explanation of outcomes.

What counts as a complaint?

A complaint is any expression of dissatisfaction where a customer believes the level of service, behaviour of staff, safety practice or billing from Gipsy Hill skips or our rubbish collection teams has failed to meet reasonable expectations. Examples include missed collections, damage to property, overcharging, unsafe placement of containers, or unprofessional behaviour of operatives. Routine service requests or enquiries that seek to change a booking are not treated as complaints but will be handled through normal service processes.

How to raise a complaint

To ensure efficient handling, please provide a clear description of the issue, the service date, the vehicle or skip reference if known, and any supporting evidence such as photos or vehicle registration. The complaint will be logged and allocated a reference number for tracking. The initial acknowledgement will explain the next steps and expected timescale. In practice, typical stages include:

• Acknowledgement: Confirmation that the complaint has been received and logged.
• Investigation: Review of records, site notes and any photographic evidence.
• Response: Outcome, explanations and any proposed remedy.

Investigation and timescales

On receipt, complaints are triaged and investigated by a designated complaints officer or manager with responsibility for skip operations. We aim to acknowledge all complaints within 3 working days and provide a full response within 15 working days. Complex matters that require detailed site inspections, third-party enquiries or specialist assessments may take longer; in such cases we will update the complainant with revised timescales and reasons for delay. Investigations will consider operational records, vehicle logs, staff statements and any photographic evidence supplied by the complainant.

During investigation, confidentiality is maintained where appropriate and data is handled in accordance with privacy practices. The complaint record will identify recommended actions, whether corrective action is required, and who is accountable for implementation. Decisions will be impartial and evidenced; where possible, we will propose remedial measures such as credits, refunds or corrective site visits for damage caused by skip placement or vehicle activity.

Resolution outcomes may include a formal apology, explanation of events, rectification works (for site damage or placement errors), financial adjustments for incorrect charges, or changes to operational practice to prevent recurrence. Not all complaints will result in compensation, but all will receive a considered and documented response.

Remedies and escalation

If a complainant is dissatisfied with the outcome, there is an internal escalation route for an independent review by a senior operations manager. This escalated review will re-examine the evidence and the original decision and may recommend alternative remedies or confirm the original outcome. The escalation stage is intended to ensure fairness and a fresh perspective on disputed findings.

Record keeping and continuous improvement: All complaints, investigations, decisions and remedial actions are recorded, monitored and periodically reviewed to identify patterns and areas for improvement. These records support training for staff, refinements to operating procedures and updates to safety guidance for skip placement and rubbish collection. A regular review cycle ensures that lessons are translated into measurable service improvements across our skip hire operations.

Policy responsibility and review: The complaints policy is owned by the operations director and is reviewed at least annually to ensure it remains effective and aligned with regulatory expectations for waste services and skip hire. Any changes to process or timescale are documented and applied consistently. We commit to learning from complaints and using them as a tool to raise standards in skip hire, waste removal and customer service. Gipsy Hill Skip Hire recognises the importance of fair, prompt and transparent complaint handling as part of responsible rubbish removal and skip management.