Complaints Procedure for Norbiton Skip Hire

Purpose: This Complaints Procedure sets out how Norbiton Skip Hire and its associated skip hire services manage, record and resolve complaints about our waste clearance and rubbish removal operations. It applies to concerns raised by customers, contractors and members of the public about the quality, timeliness or conduct of our skip hire company and related services. The aim is to achieve fair, prompt and transparent outcomes while learning from mistakes to improve future service.

Scope and principles: This policy covers complaints about delivery, collection, on-site behaviour, safety, permits and any alleged breaches of service standards by our skip hire service team. The procedure is based on the principles of accessibility, impartiality, responsiveness and confidentiality. We will treat all complainants with respect and will not discriminate against anyone who makes a complaint in good faith.

Key commitments: We will acknowledge receipt of complaints, investigate thoroughly, keep complainants advised of progress and provide a clear outcome. Complaints about our rubbish removal service are logged and monitored to identify trends. In all cases we strive for a resolution that is proportionate, practical and focused on remedying harm and preventing recurrence.

How to make a complaint

When raising a complaint about the skip hire company, please provide clear details of the issue, dates, times, reference numbers (if available) and a description of desired resolution. Complaints can be verbal or written; our procedure treats both equally. If you prefer an alternative communication method due to accessibility needs, we will make reasonable adjustments to help you make your complaint.

We will always acknowledge complaints promptly and explain the next steps. To ensure clarity and consistency, complaints are recorded in our central complaints register. This helps us track response times and ensures each issue receives attention from the appropriate manager.

Initial actions:

• Confirm receipt and provide a unique complaint reference.
• Assess whether the complaint is about operational, safety or contractual matters and allocate to the correct team.
• Offer interim measures where necessary to reduce immediate harm or inconvenience.

Investigation and timescales

Investigations are carried out by trained staff who are impartial and, where needed, independent of the operational team involved. We aim to complete an initial investigation within 10 working days. If the matter is complex, we will provide progress updates and an estimated date for a final response. All findings are documented to provide a clear audit trail.

The investigation will consider available evidence including delivery records, driver logs, site notes and witness statements. We will assess whether our skip hire service met contractual obligations and whether any remedial action is required. Where relevant, we will consult external partners or regulators to ensure compliance with waste management and safety rules.

Possible outcomes after investigation can include an explanation, an apology, a corrective action, a refund or a gesture of goodwill, where appropriate. Remedies are determined based on the severity of the issue and the evidence gathered during the review.

Escalation process: If a complainant is not satisfied with the initial outcome, they may request an internal review. This review will be handled by a senior manager who was not involved in the original decision. Internal reviews aim to be completed within 15 working days, depending on complexity. The review will reassess the facts and the appropriateness of the remedy offered.

Where internal review does not resolve the dispute, complainants will be informed of their right to pursue an independent examination by an appropriate external body or ombudsman relevant to waste services and consumer protection. We will explain the circumstances under which external referral is available but will not provide contact details within this policy document.

Throughout the process the complainant will be kept informed of progress and given clear reasons for decisions. We will maintain records of communications and outcomes to ensure transparency and accountability across our rubbish removal and waste clearance activities.

Confidentiality and data handling: Personal data supplied in the course of a complaint is handled in accordance with data protection principles. Information is only shared with those who need it to investigate and resolve the complaint. We retain complaint records for a defined period to support monitoring and continuous improvement of the skip hire company.

Monitoring and learning: Complaints are analysed periodically to identify patterns and systemic issues. This analysis informs training, process changes and operational improvements across our skip hire service. We publish summaries of lessons learned and service improvements so that complainants can see how their concerns contribute to better performance.

Closing and expectations: We are committed to resolving matters fairly, efficiently and in line with our service standards. If you raise a complaint, expect clear communication, respectful handling and a reasoned outcome. The procedure applies equally to commercial and residential customers and seeks to balance practical resolution with compliance to regulatory expectations. Norbiton Skip Hire values the opportunity to address concerns and to improve the quality of our rubbish removal services for everyone.