Complaints Procedure for Hayes Skip Hire

Purpose and scope: This complaints procedure sets out how Hayes Skip Hire, its affiliated skip hire services and rubbish removal operations handle customer concerns and formal complaints. It applies to all service aspects including delivery, collection, site conduct, waste handling and associated administrative matters. Our aim is to resolve issues fairly, quickly and with clear communication, while learning from every complaint to improve our skip hire and rubbish management services.

Hayes Skip Hire is committed to a transparent and proportionate process. Wherever possible we will attempt to resolve concerns informally at first. If that is not possible, the formal process described here ensures independent review, documented decisions and timely remedies. This policy is intended as a legal and operational framework rather than a customer instruction manual, and avoids disclosing operational contact details.

What constitutes a complaint?

A complaint is any expression of dissatisfaction about the quality of service or action (or lack of action) by Hayes skip hire staff, drivers, contractors or systems. Examples include late or missed collections, unsafe placement of skips, damage to property, incorrect invoicing and perceived misconduct during rubbish collection. Issues that concern health, safety or environmental breaches may be treated as high priority.

How to raise a complaint

Customers may raise concerns through the company’s established channels; this document does not reproduce direct contact details. To help us investigate quickly, please provide:

• Service reference (booking or delivery reference where available)
• Date and time of the incident or interaction
• Location description and any relevant photos or documentary evidence
• A clear summary of the remedy you are seeking

Acknowledgement and initial response

On receipt of a formal complaint we will:

• **Acknowledge** the complaint promptly and lodge it on our complaints register.
• Provide an initial response within a stated business timeframe, ordinarily within 3 working days.
• Assign an investigator or case handler to manage the complaint through to conclusion.

Where a complaint concerns immediate safety, environmental risk or unlawful activity, we will prioritise action and may suspend routine timescales in order to protect people and property.

Investigation process

Each complaint is investigated with impartiality and care. The investigator will:

• Gather relevant records, including delivery logs, driver notes and CCTV or photographic evidence where available.
• Interview staff, contractors and any witnesses as required.
• Consider contractual terms, waste duty of care obligations and operational records.

Investigations will be thorough but proportionate. We aim to conclude most straightforward complaints within 10 working days; more complex matters may take longer and will be updated regularly.

Proposed resolution and remedies

After investigation we will communicate our findings and any proposed remedies. Remedies available may include:

• Apology and explanation of what happened
• Corrective action such as a return visit, re-collection or replacement skip
• Financial adjustment, credit or partial refund where appropriate
• Operational changes to prevent recurrence, such as driver retraining

We aim to be fair and reasonable. In considering remedies we balance the service impact, contractual obligations and the nature of the complaint. Where a complaint is upheld, we will describe the corrective steps and the timeframe for delivery.

Escalation and independent review

If a customer is not satisfied with the proposed resolution, they may request escalation to senior management for internal review. Where an internal review does not achieve a satisfactory outcome, complaints may be referred to an independent adjudicator or ombudsman appropriate to the sector. This procedure does not provide contact details for external bodies; customers may seek independent advice on escalation options.

Escalation will be handled objectively and without prejudice. Hayes skips staff must not disadvantage or penalise anyone for raising a legitimate complaint; retaliatory action is strictly prohibited.

Record keeping, confidentiality and learning

All complaints are recorded securely and retained in line with applicable data protection rules. Case files include investigation notes, correspondence and outcomes. Personal data is handled confidentially and access is limited to personnel with a legitimate operational need. Aggregated, anonymised complaint data is used to identify trends and drive improvements across our skip hire operations and rubbish collection services.

We will publish or make available high-level information about complaint volumes and outcomes as part of our continuous improvement processes, while respecting customer privacy and legal restrictions.

Monitoring, review and policy updates

This complaints procedure is reviewed periodically to reflect legal, regulatory and operational changes affecting skip hire and rubbish management. Performance against complaint-handling targets is monitored by senior leaders and forms part of service quality reviews. We commit to learning from complaints, implementing corrective actions and sharing lessons learned within our teams.

Our objective is to deliver reliable and responsible rubbish skip hire services, to address genuine concerns promptly and to maintain trust through transparent complaint handling. If you raise a concern under this policy, it will be treated seriously and handled with fairness, impartiality and due regard for your confidentiality.