Complaints Procedure for Euston Skip Hire

Purpose: This complaints procedure is intended to give clear, fair and timely steps for customers of Euston Skip Hire and associated rubbish removal services to raise concerns about service delivery. It applies to all enquiries and complaints arising from skip hire, waste collection and related site services within our service area. We aim to treat every complaint with respect and to resolve issues promptly, professionally and with transparency.

We commit to a clear and accessible process. Complaints may relate to late or missed collections, damaged property, incorrect charging, vehicle conduct, or other operational matters linked to skip hire in Euston, skip hire services or waste management operations. Our goal is to restore confidence quickly and, where appropriate, offer remedies to make things right. Every complaint is recorded so patterns can be identified and systemic improvements made.

Principles we follow: impartiality, confidentiality and a timely response. We will investigate complaints without bias, keep information secure, and give regular progress updates. All complaints will be handled by trained staff and, where necessary, escalated to senior managers or the operations team. We treat every customer with courtesy and provide a fair decision based on evidence.

To make a complaint you should provide a clear summary of the issue, including dates, locations, reference numbers (if available) and any supporting facts such as photographs or witness details. Please identify whether the concern is about a single incident or a recurring issue with our rubbish company service area operations. Providing details speeds up the investigation and helps reach a solution faster.

Initial acknowledgement: Once a complaint is received, an acknowledgement will be issued promptly. The acknowledgement explains who is handling the matter and an expected timeframe for a full response. Typical initial response times are within 3 to 5 working days, unless further investigation is required due to complexity. We aim to keep you informed throughout the process.

Scope of investigations: Investigations will gather relevant information from drivers, site staff and records. We will:

• Review service logs and vehicle routing where relevant.
• Consult staff involved in the call-out or collection.
• Assess photographic and documentary evidence.

The aim is to determine responsibility and identify corrective actions.

After assessing the evidence we will propose a resolution. Remedies may include an apology, correction of the service failure, a partial or full credit where charges were incorrect, or practical measures to prevent recurrence. Any agreed remedy will be communicated and implemented without undue delay. If the complaint is upheld, we will explain the actions taken and how they address the issue.

If a complaint cannot be resolved within the initial timeframe, you will receive a progress update detailing the reasons for delay and a revised completion date. We maintain records of all decisions and remedial actions to support continuous improvement of our skip hire operations and broader waste services.

Escalation process: If you remain dissatisfied with the decision, the complaint may be escalated internally for a senior review. Escalated cases are re-examined by a manager not previously involved. The reviewer will consider new information and provide a final internal response. Where appropriate, issues are also shared with the operations and training teams to prevent recurrence across our service area.

Record keeping and confidentiality: All complaints are logged and kept for a defined retention period. Records include the original complaint, investigation notes, actions taken and the final outcome. Personal data collected will be handled in accordance with data protection standards and used only to resolve the complaint and to improve services.

Monitoring and learning: Complaints are a source of valuable insight. Regular reviews of complaint trends help us improve scheduling, training, vehicle maintenance and customer communications across our skip hire and rubbish removal operations. We share lessons learned with relevant teams to strengthen performance and reduce repeat incidents.

We encourage customers to raise issues confidently and to expect a professional response. This complaints procedure demonstrates our commitment to accountability and ongoing improvement in all aspects of skip hire services. It is designed to be straightforward, fair and focused on achieving a suitable resolution for all parties.