Complaints Procedure for Feltham Skip Hire

Purpose: This complaints procedure sets out how Feltham Skip Hire and related skip and rubbish removal services handle concerns raised by customers, neighbours and stakeholders about our waste collection, skip delivery, or site operations. It explains the stages we follow, the expected timescales, and the rights of a person making a complaint. The document uses clear steps to ensure consistent, fair and prompt outcomes.

Scope: This procedure applies to all service-related complaints about skip hire, waste removal and associated rubbish services we provide across our service area. It does not replace statutory rights or formal legal processes and is intended to resolve service issues internally and, where appropriate, through independent review. Our aim is quick, impartial resolution.

Who can complain: Anyone affected by the delivery, collection, site disturbance or disposal arrangements may raise a complaint. This includes hirers, property owners, contractors and neighbours who experience disruption. Complaints raised on behalf of someone else will be handled only with the complainant's consent to respect privacy and data protection rules.

How to raise a complaint

Begin by summarising the concern in writing, including dates, locations, skip identification (if available), and the desired outcome. Complaints should be raised promptly after the incident to aid investigation. We encourage clear, factual descriptions rather than conjecture so we can act effectively.

Acknowledgement and initial assessment: Once a complaint is received we will acknowledge it, usually within three working days. An initial assessment determines whether the complaint is about a service issue, safety matter or falls under a different policy. Safety concerns are prioritised.

Investigation: A designated complaint handler will review evidence, which may include driver logs, delivery records, photographs and site notes. Investigations aim to be proportionate to the severity of the complaint. During the process we may contact the complainant for clarification. All findings are documented in the complaint record.

Resolution options

Possible outcomes include an apology, explanation of events, remedial action (such as re-collection or re-delivery), reimbursement where appropriate, or changes to operational practices to prevent recurrence. Resolutions are offered in line with our service commitments and legal obligations.

Timescales: We aim to provide a full written response within 15 working days of acknowledgement. If the matter requires further time due to complexity, we will inform the complainant of the expected date and provide updates. Urgent matters involving safety or environmental risk will be prioritised and acted on immediately.

Record keeping and confidentiality: All complaints and related correspondence are recorded securely. Records include the complaint details, investigation notes, actions taken and the final outcome. We handle personal data in compliance with applicable data protection standards; records are retained only for the period required to fulfil operational and legal needs.

Appeal and escalation: If a complainant is not satisfied with the outcome, they may request a review. An internal escalation will be carried out by a senior manager who was not involved in the original decision. The review focuses on whether the original investigation was thorough, impartial and lawful. Escalation requests should outline why the original outcome is considered unsatisfactory.

Independent review: Where an internal appeal does not resolve the issue, and subject to the nature of the complaint, an independent third-party review may be offered or recommended. This is arranged only when appropriate and feasible and is intended to provide an external perspective on complex disputes.

Service improvement: Complaints are a key source of learning. Aggregated complaint data is reviewed regularly to identify trends and drive improvements in skip hire operations, rubbish collection procedures and customer communication. Actions taken may include additional staff training, amendments to route planning or changes to our operational checks.

Unreasonable behaviour and vexatious complaints: We aim to be fair to all parties. If a complainant’s behaviour is unreasonable or requests are vexatious, we will explain the limitations and may refuse to engage further until behaviour improves. Any decision to treat a matter as vexatious will be clearly justified and recorded.

Customer rights and expectations: Complainants can expect clear communication, timely updates and respectful treatment. We ask that complainants provide accurate information and cooperate with reasonable requests during investigations. Mutual respect helps resolve issues swiftly.

Transparency and continuous review: This complaints procedure is reviewed periodically to reflect operational changes, regulatory developments and lessons learned from incidents. It is part of our commitment to responsible waste management and reliable skip hire services across the local area. By maintaining transparent, consistent procedures we seek to resolve problems promptly while protecting the safety and interests of the community.