Complaints Procedure — Heston Skip Hire

Purpose: This Complaints Procedure sets out how Heston Skip Hire manages and resolves concerns raised about our skip hire operations and ancillary rubbish services. It applies to any customer, landowner or third party who wishes to raise an issue about the performance, conduct or processes of our rubbish company activities and skip hire service area operations. Our aim is to ensure complaints are handled fairly, consistently and promptly while protecting the rights of all parties involved. Wherever the term "rubbish removal service area" appears, it denotes the broad operational footprint for our waste collection and skip placement activities.

Scope and Definitions

This policy covers complaints related to delivery, collection, site damage, health and safety concerns, alleged breaches of licence conditions, unsatisfactory customer service and other incidents involving our waste removal and skip hire services. Complaints do not include general enquiries or requests for information, which are managed under separate procedures. The term rubbish disposal in this document refers to lawful collection, transportation and processing services provided by the company.

What Constitutes a Complaint: Complaints are expressions of dissatisfaction where a customer or member of the public feels that expectations have not been met. Examples include: incorrect or missed collections, damage to property during skip placement or removal, unauthorised disposal activity, unacceptable behaviour by staff, or failure to meet published service standards within the skip hire service area. We distinguish these from claims of loss or damage that require insurance or legal investigation.

How to Raise a Concern

We encourage complainants to supply clear details regarding the issue, including date, time, vehicle or booking references if available, and a concise description of the event. While contact details are required to acknowledge and investigate a complaint, this document intentionally excludes contact information and web details. Complaints may be made by any affected party and will be recorded in our complaints register for audit and continuous improvement.

Initial Acknowledgement: Following receipt of a complaint, our team will acknowledge it in writing within a prompt timeframe. The acknowledgement will include the complaint reference, the name of the person responsible for handling the matter and an outline of the expected next steps. During this stage, we may request additional information or evidence such as photographs, booking references or witness details to support a fair assessment.

Investigation and Assessment: Every complaint is assessed to determine severity, potential safety implications and whether immediate remedial action is required. We categorise complaints to allocate appropriate resources — for example, safety-critical incidents receive expedited investigation. Our investigation will typically involve review of vehicle routing data, crew statements, on-site inspections and any documentary evidence supplied by the complainant.

Resolution Options We aim to resolve complaints efficiently and, where appropriate, offer remedies. Remedies may include apologies, corrective operational changes, reimbursement for verifiable loss, or service credits in line with our terms. Where systemic issues are identified, we will implement changes to procedures to prevent recurrence across our rubbish removal and skip hire service area operations.

Escalation Process: If a complainant is not satisfied with the initial response or proposed outcome, the matter can be escalated internally for review by senior management. The escalation will involve a second-stage examination of the evidence and the decisions taken at first stage. Our escalation review seeks to be independent, impartial and documented so that a clear rationale for the final position is available.

Timescales and Transparency: We commit to clear timelines for investigation and response. While complex matters may take longer to resolve, we will keep complainants informed of progress and any expected delays. All final responses will set out the findings, the basis for the decision and any actions taken. Where appropriate, we will record lessons learned and update operational guidance to improve service delivery across the rubbish company network.

Confidentiality and Data Handling

All complaints are treated with confidentiality and handled in accordance with applicable data protection principles. Information provided during a complaint will be used for the purpose of investigation and service improvement. We will not disclose personal data beyond what is necessary for resolution except where required by law or legitimate regulatory processes.

Recording and Monitoring

We maintain an internal complaints register to log details, outcomes and corrective actions. This register supports regular quality reviews and helps identify trends in our skip hire service area performance, allowing management to prioritise training, infrastructure changes or supplier adjustments. Continuous monitoring enables us to publicise compliance and operational enhancements without referencing individual complainants.

Review and Policy Update This Complaints Procedure will be reviewed periodically to ensure it remains effective and proportionate to our operational scale. Changes to the procedure will be driven by statutory requirements, industry best practice and lessons learned from complaints. We encourage a culture where concerns are channels for improvement, and where complainants can expect a fair, timely and documented response.

Summary of Key Steps:

• Raise concern with clear details and evidence where possible.
• Receive formal acknowledgement and complaint reference.
• Undergo objective investigation with staged escalation if needed.

Final Note: Heston Skip Hire treats complaints as a vital part of maintaining standards in rubbish disposal, waste removal and skip hire services. Our procedures are designed to be transparent, proportionate and focused on constructive resolution while safeguarding legal and operational requirements.

Policy Review Date: This document is subject to periodic update. All changes are recorded internally to ensure consistency of approach across our rubbish removal and skip hire service area.