Complaints Procedure — Hendon Skip Hire and Rubbish Removal Services
Purpose and scope. This document sets out the formal complaints procedure for our Hendon skip hire operations and related rubbish company services. It explains how concerns are handled, the expected timescales, and the remedies available. The policy applies to all service complaints relating to skip hire, waste collection and on-site waste handling provided by the company across our service area.
What counts as a complaint
Complaint means any expression of dissatisfaction about the standard of service, conduct of staff, missed collections, damaged property, invoicing disputes, or any failure to meet agreed arrangements. Complaints about criminal activity, health emergencies, or environmental hazards will be treated separately and may be referred to the appropriate authorities.How to raise a complaint
You can lodge a complaint in writing or verbally to any member of staff during normal business operations. When making a complaint please provide as much relevant information as possible, including dates, times, locations, description of the issue and any reference numbers. We will not publish or share personal details beyond what is necessary for investigation.Acknowledgement and initial response
On receipt of a complaint we will acknowledge it promptly. An initial response will normally be provided within 3 working days confirming that the matter is being reviewed and outlining the next steps in the investigation process. A case reference will be issued for tracking purposes.Investigation process
Investigations are conducted by a suitably qualified representative who was not directly involved in the incident where possible. The investigator will gather facts, review records, interview staff or witnesses, and examine any photographic or documentary evidence supplied by the complainant. All investigations aim to be thorough, impartial and fair.
Timescales and escalation
We aim to complete routine investigations within 15 working days. If the matter requires more detailed inquiries or third-party input, we will inform the complainant and provide an estimated completion date. If you remain dissatisfied with the outcome, an escalation route is available to a senior manager for further review.Possible outcomes and remedies
Outcomes may include an explanation, an apology, corrective actions to remedy operational failures, a refund, a credit, or service adjustments to prevent recurrence. Remedies will be proportionate to the nature and impact of the complaint and may include operational changes to collection schedules or additional staff training.Recording and confidentiality. All complaints and their outcomes are recorded for compliance and quality assurance purposes. Records are retained in line with our data retention policy. We will treat complaint information as confidential and will only share it with those directly involved in the investigation or with third parties when necessary to resolve the issue.
Escalation to independent review
If a complainant believes the internal review has not been fair, they may request an independent review where available. Independent reviews are conducted by an impartial person or panel not involved in the initial decision. The scope of such reviews is to ensure the procedure was followed correctly and that the investigative conclusions were reasonable in light of the evidence.Appeals and final decision
Appeals should set out clearly why the complainant believes the outcome is unsatisfactory and include any new evidence. The appeal will be assessed by senior management and, where appropriate, adjusted. The final decision will be communicated in writing and will explain the reasons for the decision and any further options available.Remedies and continuous improvement. Where systemic issues are identified, we will implement corrective actions, update policies and provide staff training to prevent recurrence. Trends identified from complaints inform our quality improvement programme and operational planning.
Rights, responsibilities and expectations
Complainants are expected to engage constructively with the process, provide clear information, and allow reasonable time for the investigation. We commit to handling complaints courteously and without undue delay. Unreasonable behaviour that is abusive, vexatious, or repeated without new grounds may be managed under a separate policy to protect staff and resources.Legal considerations
This complaints procedure does not restrict any legal rights. Some complaints may overlap with contractual or statutory matters and could require different handling such as mediation or formal legal channels. When necessary, we will advise on the appropriate next steps but will not provide legal advice.Review of the procedure. This policy is reviewed periodically to ensure it remains effective, proportionate and compliant with regulations. Amendments may be made to clarify timescales, responsibilities, or escalation routes as part of our commitment to delivering reliable skip hire and rubbish removal services.