Complaints Procedure for Downham Skip Hire

Purpose and scope. This complaints procedure sets out how Downham Skip Hire and its skip hire services handle concerns about waste removal, rubbish collection and related operations. It applies to complaints about service delivery, safety issues, damage, missed collections and billing queries where the complaint relates to our skip hire company activities. The aim is to provide a clear, fair and accessible route to raise concerns, ensure timely investigation and record outcomes while protecting the rights of all parties. This page is a legal-style statement of process rather than advice or operational guidance.

Our commitment is to treat every complaint seriously. We will acknowledge receipt, investigate objectively, and seek to resolve matters promptly. Complaints may be raised by customers, site contacts or third parties affected by our rubbish removal or skip placement. We maintain confidentiality throughout the process, and will only share information with those necessary to investigate the matter. The procedure follows principles of fairness, transparency and proportionality across our service area without naming specific localities.

How to make a complaint

Complaints should be made in writing where possible to ensure a clear record. Include details of the incident, dates, locations, the skip hire booking reference if known, and any supporting evidence such as photos or witness statements. When a complaint is received we will log it, allocate a reference number and provide an estimated timeline for a substantive response. We accept formal complaints from an authorised representative acting on behalf of a customer, subject to appropriate consent.

Acknowledgement and initial assessment

Within a defined timescale we will acknowledge a complaint and carry out an initial assessment to determine the appropriate level of escalation. Low-risk or straightforward matters may be resolved quickly by the local operations team, while complex cases will be referred to senior management for a detailed investigation. We will identify any immediate corrective action that may be required to ensure safety or prevent further disruption, such as re-scheduling a collection or arranging remedial repairs when damage has occurred during site operations.

Investigations will be proportionate to the nature of the complaint. We will gather statements, review booking records, vehicle logs and photographic evidence where available. The investigating officer will aim to provide a fact-based account and will consider whether the complaint indicates a systemic issue that requires policy or operational change within the skip hire company. Any outcome will be documented, and findings shared with relevant internal teams to support continuous improvement.

We recognise the importance of timely updates. Complainants will be informed of progress at key stages and given an estimated timeframe for resolution. If we cannot meet an agreed deadline, we will explain the reasons and provide a revised schedule. If additional time is needed to complete evidence gathering, we will seek to keep the complainant informed and minimise delay.

Resolution options and remedies Where a complaint is upheld, suitable remedies will be offered in line with the nature of the issue. Remedies may include, but are not limited to:

• Operational corrections such as repeat collections or re-placement of a skip;
• Apology and a formal explanation of the circumstances and corrective steps;
• Proportionate financial adjustments or credits to reflect service failures;
• Where damage is proven, arranging or funding reasonable repairs or replacement within contractual limits.

Where a complaint is not upheld, we will explain the evidence and reasoning. If a complainant remains dissatisfied after a full internal review, the company will set out any further review options that may be available, consistent with contractual terms and applicable consumer protection law. Our aim is to provide clarity on why a decision was reached and the basis of any remedy offered.

Appeals and escalation If the complainant is dissatisfied with the outcome, they may request an internal appeal that will be handled by senior management not directly involved in the original investigation. The appeal request should set out the specific grounds for review and any new information. Appeals are considered on their merits and are not an automatic re-run of the initial investigation; they focus on whether the original process was fair and whether the outcome was reasonable.

Record keeping and lessons learned. We keep a central record of complaints, outcomes and remedial actions for monitoring and compliance purposes. Trend analysis is used to identify recurring issues and to inform training, operational changes and policy updates across our skip hire services. This helps reduce future complaints and supports effective service delivery across the company's service area.

Finally, this procedure is intended to be proportionate and accessible. It is part of our commitment to responsible waste removal and customer care within the skip hire sector. The process outlined here is procedural and informational in character, aimed at ensuring transparency and accountability in how concerns are handled by our skip hire operator and waste removal teams.