Complaints Procedure — Southgate Skip Hire

Purpose and scope: This complaints procedure describes how Southgate Skip Hire and associated skip services manage and resolve expressions of dissatisfaction about rubbish collection, skip delivery, waste removal and related work. It sets out clear stages for raising an issue, how we investigate, and the timelines you can expect. Our aim is to treat every complaint with respect and to improve our skip hire and rubbish removal services.

Who this covers: This process applies to customers, authorised site representatives and third parties directly affected by our skip hire operations. Complaints about charges, missed collections, late deliveries, contamination of loads and service quality are included. The policy covers our general waste collection, bulky waste service, and commercial waste support provided by Southgate skips and waste collection teams.

We encourage anyone dissatisfied with the standard of service to follow this procedure. Complaints are handled impartially; our staff who investigate will be independent of any operational team directly involved in the reported incident. We will make every reasonable effort to keep information accurate and to protect confidentiality while investigating issues related to skip placement, axle permits, and disposal handling.

When raising an issue, outline the facts clearly: date and time of the event, location, vehicle or skip references if available, and the outcome you seek. Please provide as much detail as possible so that the investigation can be effective. Complaints may be verbal or written; regardless of format we record and acknowledge every complaint received by our central complaints process.

What we record: Each complaint entry will include the reporting party, the nature of the complaint, the service area affected (for example, skip hire in Southgate, local rubbish collection zones, or commercial waste pickup), and any immediate actions taken. Our records support quality control and help prevent recurrence of similar problems.

• Missed collection — include dates and any reference numbers.
• Damage or spill — describe location and extent.
• Incorrect billing or charges — state invoice or order references.
• Driver conduct or safety concerns — note time, vehicle id if known.
• Service quality — late arrival, poor communication, or equipment issues.

On receipt, complaints are logged and acknowledged. We aim to provide an initial acknowledgement within a short timeframe and will advise of the expected time for a full response. The investigation can include reviewing vehicle logs, driver statements, delivery records, and waste transfer documentation. We consider safety, regulatory compliance and contractual terms while reviewing cases involving hazardous or contaminated waste.

Initial review: An operational coordinator will examine the facts and determine whether immediate remedial action is required, such as arranging a replacement skip, cleaning up a spill, or arranging a corrected collection. Where safety issues are present, remedial steps are prioritised and implemented without delay.

The formal investigation will assess whether service standards were met and will determine corrective measures. If a breach of our service commitments occurred, Southgate skips may offer practical remedies such as redelivery, waiver of fees, or other proportionate remedies. We document decisions and the reasons for outcomes to ensure transparency and continuous improvement.

Timescales and escalation: We set realistic timelines for responses and resolution. A full investigation may take longer where additional evidence is required or where third parties are involved. If you are not satisfied with the outcome of the initial review, the complaint can be escalated internally to a senior manager or to our complaints panel for an independent re-assessment of the facts.

Escalation process: Escalations are considered when material facts are in dispute, remedies offered are declined, or the matter raises systemic concerns about our waste services. The escalated review will re-examine records and may involve site visits. Decisions at this stage are final within our internal process and we record them for audit.

Throughout the process we aim to be fair and consistent. Records of complaints and their outcomes are retained to identify trends across our rubbish removal and skip hire operations, and to drive improvements in training, scheduling and customer communications.

Confidentiality and fairness: We treat personal data in line with data protection standards and maintain confidentiality where appropriate. Investigations are conducted impartially and any staff involved are given the opportunity to respond to allegations. Our goal is to reach a resolution that acknowledges the facts and rectifies any service failures.

Monitoring and review: Complaints are reviewed regularly by our quality assurance team to identify recurring issues and to update policies. We use complaint insights to improve vehicle routing, skip scheduling, and on-site procedures, ensuring better performance for future skip hire and waste collection work.

Final note: This complaints procedure is intended to ensure that concerns about skip delivery, rubbish collection and waste handling are addressed promptly and fairly. We commit to learning from complaints and to using them as a tool for continuous enhancement of our skip hire and rubbish removal services across the areas we serve.