Kingston Skip Hire Complaints Procedure

Kingston Skip Hire is committed to delivering reliable skip hire and waste collection services. This Complaints Procedure sets out how concerns about our rubbish collection, skip delivery, or waste removal services will be handled. It applies to all customers and stakeholders who wish to raise an issue regarding service standards, safety, environmental practices or any other aspect of our operations. The aim is to ensure each concern is treated seriously, investigated fairly and resolved promptly while maintaining clear records for accountability and improvement.

We recognise that complaints are an important source of learning. A complaint may relate to late or missed collections, incorrect charges, damage caused during skip placement, inappropriate handling of waste or communication breakdowns with our rubbish company team. Kingston skip hire views every complaint as an opportunity for corrective action and service improvement. Complaints will be recorded and handled in line with our internal policies and relevant regulatory obligations to ensure transparency and fairness.

To make a complaint, please use the official channels listed in our customer information materials. When submitting a concern, include the date, location, nature of the issue and any supporting evidence such as photographs or job references. We ask that complaints be factual and concise so our investigations can proceed effectively. Anonymous complaints will be considered where appropriate, but providing contact details helps us follow up and inform you of the outcome of our review.

We will acknowledge receipt of a formal complaint within a specified internal timeframe and assign it to a complaints officer for investigation. Skip hire Kingston aims to provide an initial acknowledgement quickly and a clear projected timeline for resolution. Acknowledgement does not indicate the outcome; it confirms that we have received the complaint and begun the review process. We will explain the steps we will take and the estimated timescales for each stage of the investigation.

When making your complaint, it is helpful to include the following details so we can expedite our response:

• Date and time of the incident or service failure
• Location where the service was provided or where the issue occurred
• Description of the problem, including any safety concerns
• Supporting evidence such as photographs or job numbers

Once we have sufficient information, our complaints team will carry out a proportionate investigation. This may include reviewing job records, consulting staff involved, inspecting the site (where appropriate) and assessing any health, safety or environmental implications. We aim to be impartial and thorough: our objective is to determine what happened, why it happened and what remedial steps are required. Throughout the process we will treat information in a confidential manner and respect privacy obligations.

Possible outcomes of an investigation may include: an apology where appropriate, an offer of remediation such as remedial collection or site cleanup, a correction to billing errors, staff coaching, process changes or disciplinary action if necessary. These remedies are applied in proportion to the nature and severity of the complaint.

Remedies and corrective measures

We document decisions and ensure actions are completed within reasonable timescales.

If you are not satisfied with the initial outcome, there is an internal escalation route. A senior manager will review the complaint, the investigation and the proposed remedy. Escalation is limited to matters within the organisation’s control; independent arbitration or external resolution may be available where relevant regulatory schemes or third-party ombudsmen have jurisdiction. This procedure ensures that elevated concerns receive renewed attention from senior staff with a fresh review of the evidence.

Records of complaints are kept securely for monitoring and regulatory compliance. We use complaint data to track recurring issues, improve training, refine health and safety practices and update operational guidance.

Continuous improvement

is a core principle: by analysing trends and implementing corrective actions we seek to reduce future incidents and enhance the quality of our rubbish removal and waste management services.

Confidentiality and data handling: All personal information provided as part of a complaint will be processed in accordance with legal requirements. Information will only be shared internally on a need-to-know basis and with external parties where necessary for investigation or statutory reporting. We retain records in line with applicable retention policies to ensure traceability and accountability.

We are committed to providing a clear, fair and accessible complaints pathway for anyone using our skip hire services. This Complaints Procedure is available to staff and customers and is reviewed periodically to ensure it remains effective. By following these steps, Kingston Skip Hire aims to restore confidence when things go wrong and to drive continual service improvements across our rubbish company service area.

Final note: Complaints should be raised promptly so we can investigate while evidence is available. We appreciate the opportunity to address concerns and work constructively to deliver safe, compliant and dependable waste collection and skip hire services.