Complaints Procedure for Sutton Skip Hire

About this complaints process

Raising a concern with our skip hire and rubbish removal service

Our complaints procedure explains how Sutton Skip Hire and associated skip hire services manage expressions of dissatisfaction about any aspect of our waste collection, skip delivery, or rubbish removal operations. This procedure applies to complaints about our skip hire company, the conduct of personnel, delays in clearance, or service delivery that does not meet the expected standard. It is intended to be accessible, fair and prompt, and to ensure that every concern is treated seriously and investigated thoroughly.

We aim to acknowledge a complaint quickly and to keep the complainant informed. On receipt, the complaint will be logged and assigned to an appropriate complaints officer for initial assessment. The acknowledgement will confirm the complaint reference and outline the expected timescales for a full response. Our goal is to resolve straightforward issues promptly; more complex matters may require a longer investigation and will be tracked until conclusion.

Escalation, review and investigation steps are structured so that matters are progressed efficiently within the organisation. The investigation will identify what happened, why it happened and what remedial action is required. Where appropriate the skip hire service area will implement corrective steps, update processes, or provide an explanation and apology. All stages are documented to support consistent handling and continuous improvement.

How to submit a formal complaint: complaints can be made in writing and will be accepted from customers, third parties and representatives acting on behalf of a client. When making a complaint you should provide clear details including the date(s) of the issue, the service type involved (for example a rubbish removal service or a skip hire delivery), the location of the incident and any supporting information. To assist with a rapid review, please be as specific as possible about the relevant events.

On receipt we will:

• log the complaint and allocate a reference;
• acknowledge the complaint within a published timeframe;
• carry out an internal review and provide a full response; and
• offer a clear outcome and any remedial actions where appropriate.

Timescales: we aim to acknowledge all complaints within a short, defined period and to complete investigations within a reasonable timeframe. For straightforward matters a full response may be provided within a few working days; more complicated disputes involving multiple parties or detailed inquiries may take longer and will be subject to regular updates.

Investigation and resolution: our investigation process is impartial and seeks evidence from staff, drivers, third-party contractors and any available records such as delivery notes and collection logs. We will consider whether service delivery failed to meet the expected standard for a waste disposal service or skip hire operation, whether procedures were followed, and whether adequate training and supervision were in place. Where a complaint is upheld, the remedy may include an explanation, an apology, remedial action to prevent recurrence, or a proportionate form of redress consistent with our service policies.

Confidentiality and data handling are central to our approach. Information gathered during a complaint will be processed in accordance with governance and privacy principles, used only for the purpose of investigation, stored securely, and retained for a period consistent with record-keeping requirements. We will not disclose confidential details beyond what is necessary to resolve the matter or to comply with legal obligations.

If the complainant is not satisfied with the initial outcome, there is an internal review stage which involves a senior manager who was not involved in the original decision. This review considers the evidence, the process followed and whether the remedy was appropriate. The internal review is the final internal stage of our complaints handling. We will inform the complainant of the outcome of the review and any further steps that may be available.

Remedies and corrective action: where corrective steps are appropriate, they will be implemented proportionately to the issue identified. That may include amendments to operational procedures, additional staff training, changes to scheduling or logistics for skip deliveries and collections, or practical steps to rectify an individual customer's situation. The emphasis is on preventing recurrence and improving the reliability of our rubbish company operations.

Third-party and regulatory options: if a complainant remains dissatisfied after exhausting internal review options, there may be external bodies and impartial dispute resolution services relevant to the waste industry and consumer protection. The complaints procedure explains the internal stages clearly so that customers understand when a matter has reached the end of our internal process and can consider next steps independently. We do not include contact details in this procedural document.

Record keeping, monitoring and continuous improvement: all complaints are recorded in our complaints register and analysed to identify trends affecting our skip hire service area. Periodic reviews of complaints inform training, procurement, and operational changes. We use lessons learned to strengthen performance, reduce service failures and improve the customer experience across our skip hire and rubbish removal operations.

Final response and commitment — we are committed to handling complaints fairly, promptly and respectfully. Our process aims to be transparent and to provide clear outcomes. The complainant will receive a final written response summarising the investigation, findings and any action taken. We will also explain the internal review stage where relevant.