Complaints Procedure for Coney Hall Skip Hire
This document sets out the formal complaints procedure that applies to all waste removal and skip services provided across our rubbish company service area. It is intended to explain how concerns are recorded, investigated and resolved. We treat every complaint seriously and aim to be fair, impartial and transparent. The procedure below is applicable to complaints about delivery, collection, site conduct, environmental impact or any service shortfall linked to our skip hire and waste handling activities.Scope and purpose
The purpose of this procedure is to ensure a clear and consistent approach to handling complaints related to skip hire Coney Hall operations and associated rubbish removal services. Complaints may be raised by any affected party and will be considered whether they arise from operational performance, staff conduct, vehicle movement or administrative matters. Nothing in this procedure limits legal rights, but it does provide the pathway we use to address most service concerns promptly and professionally.
What to include in a complaint
When lodging an issue with our skip company in Coney Hall, please include the date, approximate time, location, the nature of the concern and any relevant reference numbers such as job or booking IDs if available. Useful items to provide include:- Service description – type of skip or removal booked
- Event details – times, dates and facts
- Evidence – photographs or notes that support the complaint
Acknowledgement and initial response
On receipt of a complaint about Coney Hall rubbish removal or related services, we will acknowledge it promptly and record the matter in our complaints register. Initial acknowledgement will normally occur within three working days, during which we will set out the next steps and an expected timescale for a full response. If an immediate safety or environmental issue is identified, an expedited response will be initiated to manage risk.Investigation process
Our internal investigation is conducted by a trained complaints handler who will gather facts, review service records and consult staff and contractors involved. The investigation may include vehicle logs, delivery notes and CCTV where relevant. Throughout the process we seek to be impartial and to consider the perspectives of all parties. The aim is to reach a fair conclusion based on available evidence and applicable policies that govern skip hire Coney Hall operations.
Possible outcomes
Following investigation, possible outcomes include remedial action, service credit, apology, operational changes or no further action where no fault is found. If a corrective measure is recommended, it will be proportionate to the impact and practical to implement. We will document all findings and proposed remedies in a written response to the complainant, with the reasoning behind any decisions clearly explained.Timescales and record keeping
We aim to conclude standard investigations within 20 working days from acknowledgement, though complex matters may take longer. If additional time is required, we will inform the complainant and provide progress updates. All complaint files are retained in accordance with our record retention policy to help identify trends and to support continual improvement of the rubbish company in Coney Hall.
Escalation and internal review
If the complainant is dissatisfied with the outcome, an internal review may be requested. The review is undertaken by a senior manager not previously involved in the original decision. During review we re-examine the facts, the investigation process and the proportionality of the outcome. We will aim to resolve reviews within a further 15 working days, and will communicate the result in writing. The objective of escalation is to ensure fairness and to correct any procedural errors.
Continuous improvement
All complaints are logged and analysed to identify recurring issues and opportunities for improvement across our skip hire and rubbish removal services. Findings may lead to changes in training, operational guidance or supplier management. We are committed to learning from complaints to enhance service quality, reduce incidents and better protect the environment and communities we serve.
Finally, this procedure is part of our broader commitment to accountability and transparency. It provides a clear route for expressing concerns about the performance of our skip company Coney Hall operations and ensures a structured response that respects legal considerations and privacy. We review these procedures periodically to ensure they remain effective and consistent with sector best practices.