Soho Skip Hire Complaints Procedure

Soho Skip Hire (referred to in this document as the company, the skip hire provider or rubbish removal service) is committed to handling concerns about our skip hire and waste collection operations fairly, promptly and transparently. This complaints procedure sets out how customers and service users can raise issues about our skip hire service, removal of waste, site access, collection times and any related operational matters. Our aim is to resolve complaints quickly and to learn from them to improve future performance across our waste services and skip hire offerings.

The scope of this policy covers complaints about: the quality of service, missed or delayed collections, damage caused by delivery or collection of skips, unsafe working practices reported by customers, pricing disputes and any conduct by staff or contractors that falls short of expected standards. It does not cover statutory appeals or regulatory enforcement matters that are dealt with by the relevant authorities.

We accept complaints submitted in writing or by other accessible means. A complaint should include the name of the complainant, a clear description of the issue, relevant dates and any reference numbers (for example, booking references) where available. If the complaint concerns an ongoing health, safety or environmental risk, the matter will be treated as priority and handled under the company's incident escalation process to ensure immediate mitigation.

How we handle complaints and expected timescales

On receipt of a complaint we will acknowledge it promptly. A formal acknowledgement will be provided within five working days, outlining the next steps and an expected timeline for a full response. The initial acknowledgement will also identify whether the complaint has been logged as routine or as high priority. High priority complaints may include those involving hazardous waste, significant property damage or a potential health and safety breach and will be given precedence.

Following acknowledgement, an investigator will be appointed to gather information, which may include reviewing booking logs, delivery records, staff statements and any photographic evidence supplied by the complainant. The investigator will aim to complete the review and provide a full written response within 20 working days of the acknowledgement. If an investigation requires more time due to complexity, the complainant will be kept informed of progress and given a revised date for response.

Our formal response will: state the findings, explain any corrective actions taken or proposed, and set out any remedial offers where appropriate. Remedies may include waiving charges, refunding fees, arranging corrective collection or delivery, offering an alternative service solution, or implementing staff retraining. All remedies are offered on a case-by-case basis depending on the circumstances.

Escalation, review and independent options

If a complainant is dissatisfied with the outcome, an internal review can be requested. To escalate, the complaint will be reviewed by a senior manager not previously involved in the investigation. The internal review will be completed within a further 15 working days wherever possible. During review the focus will be on whether procedure was followed, whether the findings are supported by evidence and whether the remedy is proportionate.

For matters that cannot be resolved internally, complainants will be advised of any available external or independent review mechanisms applicable to waste and skip hire disputes. Where relevant and appropriate, the company supports the use of independent mediation or adjudication to reach a fair outcome. This does not replace any statutory rights or obligations of the complainant to pursue regulatory or legal routes.

Confidentiality is maintained throughout the process. Personal data and sensitive information provided during a complaint will be processed in accordance with data handling principles and retained only for as long as necessary to investigate and learn from the event. Records of complaints are used to monitor service quality and to drive continual improvement, including operational changes, staff training and updates to safety procedures.

Principles we follow

• Accessibility: We make the complaints procedure available in clear language and alternative formats on request.
• Impartiality: Investigations are objective and free from bias, with escalation available where requested.
• Transparency: Complainants receive clear explanations of findings and proposed actions.
• Timeliness: We aim to resolve issues within published timescales and communicate delays.
• Proportionality: Remedies reflect the severity and impact of the issue raised.

Monitoring and reporting on complaints helps the rubbish collection and skip hire teams to target recurring issues. Regular reviews of complaint trends guide improvements in logistics planning, on-site protocols, customer communications and contractor oversight. The company publishes summary performance information internally to promote accountability and ensure lessons learned are embedded into service delivery.

Where appropriate, we will amend operational procedures and implement training to prevent recurrence. All staff and contractors are informed about their responsibilities under this complaints procedure; staff conduct that contravenes policy will be addressed through the company’s disciplinary and performance frameworks.

Final notes: anyone using our skip hire or waste removal services is entitled to raise concerns without fear of detriment. The company will not penalise individuals who bring forward genuine complaints in good faith. Complaints are an important part of our quality assurance framework and are used constructively to improve the standard of waste management and skip hire provision.

This policy is reviewed periodically to ensure it remains effective, accessible and aligned with regulatory expectations for waste service providers. The review considers changes in operational practice, customer needs and any legal or regulatory developments that affect the management of complaints.

Policy versioning: A record of changes to the complaints procedure is retained to provide an audit trail of improvements and decisions taken in response to customer concerns. This helps ensure continuous enhancement of service delivery across our skip hire and rubbish disposal operations.