Lee Skip Hire Complaints Procedure

This Complaints Procedure explains how Lee Skip Hire and its skip hire service manage concerns raised about our rubbish collection and waste handling. It is intended for customers and interested parties who wish to make a formal complaint about service delivery, charges, delays, staff conduct, or any aspect of our rubbish removal service. We aim to treat every complaint fairly, promptly and consistently.

Scope: This policy applies to all interactions with our waste collection company, including but not limited to skip hire, on-site collection, and disposal arrangements. A complaint may be about a single incident or a series of events. It does not cover routine queries that can be resolved through standard customer correspondence; however, persistent queries that indicate dissatisfaction will be treated as complaints.

How to make a complaint: Complaints should be submitted in writing or via a formal report to our complaints team so that we can create a record and begin an investigation. When you submit a complaint, please include details such as the date, time, location, involved parties, and a clear description of the issue. We accept complaints related to our rubbish company services and will not dismiss matters solely because they relate to operational choices made by our skip hire provider.

Acknowledgement and initial assessment: Upon receipt we will acknowledge your complaint within a defined timeframe and allocate a reference number to track progress. We will perform an initial assessment to determine the nature of the complaint and whether it requires an immediate response, investigation, or escalation. Minor issues may be resolved quickly, while more complex cases will be investigated thoroughly.

Investigation process: Our investigation will be carried out by an appropriate member of staff who is independent of the events where possible. That investigator will gather evidence, interview staff or third parties involved, and review any operational records, such as delivery logs, vehicle records, or disposal documentation. We aim to be transparent about the steps taken while protecting personal data and commercial confidentiality.

Timescales: We set realistic timescales for completing investigations and will keep you informed of progress. If an investigation cannot be completed within the initial timeframe due to complexity, we will notify you with reasons and a revised completion date. Our goal is to provide a substantive response as soon as feasible while ensuring a fair review.

Decision and response: After the investigation concludes, we will issue a formal outcome that explains the findings, any remedial action taken or proposed, and reasons for the decision. A valid outcome may include an apology, operational changes, a refund or credit if applicable, or confirmation that no further action is warranted. We document the decision and provide clear rationale so that you understand how the conclusion was reached.

Remedies and resolution: Possible remedies depend on the nature of the complaint and may include:

• an apology and explanation;
• correction of an administrative or billing error;
• adjustments to future service delivery;
• training or disciplinary action for staff where appropriate;

Remedies are applied proportionately and in line with operational constraints faced by a skip hire service or waste contractor.

Escalation and independent review: If you remain dissatisfied after receiving the outcome, you may ask for the case to be escalated internally for review by a senior manager who was not involved in the original decision. In certain circumstances the complaint may be referred to an independent ombudsman or regulatory body that oversees environmental service providers; escalation will be explained in the outcome letter and is subject to the remit of the external body.

Record keeping and lessons learned: We keep a secure record of every complaint, including actions taken and final outcomes, to ensure accountability and continuous improvement. Our waste collection company uses complaint data to identify trends and introduce preventive measures, such as process changes, additional staff training, or updates to operational procedures.

Confidentiality and data protection: Throughout the complaints process we will treat personal information in accordance with data protection principles. Details of the complaint will only be shared with individuals who need them to investigate and resolve the matter. We will not disclose sensitive information without lawful justification.

Principles of fair handling: We are committed to handling all complaints impartially, without discrimination, and with respect for all parties. Every complainant receives equal consideration, and the same procedural steps are followed for complaints about the skip hire provider, vehicle operations, on-site conduct, or other elements of rubbish removal.

Monitoring and reporting: Senior management regularly reviews complaint trends and performance against our response standards. We use this information to improve the quality of our skip hire service and the performance of our rubbish company operations. Key performance indicators include acknowledgement times, resolution times, and the rate of upheld complaints.

Appeal and closure: If, after internal escalation, you are still not satisfied, the final stage of our internal process will be a review by a panel or a delegated senior officer. Once the final decision is issued and any remedial actions completed, the complaint file is closed and retained in accordance with our record retention policy.

Final note: This complaints procedure is intended to be clear and accessible so concerns about Lee Skip Hire's services are resolved efficiently. We encourage open communication, and we are committed to improving our skip hire and rubbish removal service through transparent, well-documented handling of every complaint.