Complaints Procedure — West Ham Skip Hire & Related Waste Services

Purpose and scope: This document sets out the formal complaints process for customers of West Ham Skip Hire and associated rubbish collection and waste removal services. It explains how concerns about skip hire, waste collection, delivery, damage, missed collections or service standards will be handled, investigated and resolved. The procedure applies to all bookings, deliveries and collections made through our skip hire and local waste removal operations and is intended to be clear, fair and proportionate while protecting safety and environmental responsibilities.

Our approach is built on three core principles: accessibility, timeliness and transparency. Accessibility means that anyone using our skip hire service or engaging our rubbish collection teams can raise issues without undue difficulty. Timeliness means we will acknowledge and progress complaints within set timeframes. Transparency means keeping the complainant informed of the process and the outcome. This policy does not cover general enquiries, compliments or informal service comments — it is reserved for matters that require formal investigation and a recorded outcome.

What constitutes a complaint? A complaint is any expression of dissatisfaction about the standard of service provided by our skip hire and waste handling teams, including but not limited to: late or missed collections, incorrect delivery, property damage during delivery or collection, unsafe skip placement, refusal of service without explanation, or concerns about the handling of waste materials. Routine operational notes or schedule clarifications should be raised through standard job update channels and are not treated as formal complaints unless escalated.

How to submit a formal complaint

While detailed contact information is not provided here, complaints should be submitted in a clear, written form wherever possible. A written account helps ensure accuracy and a reliable audit trail. Where submission by recording is appropriate (for example during an on-site meeting or via a digital form), a written summary will be created and agreed with the complainant as the official complaint record.

To help us progress matters efficiently please include key details. Useful information typically includes:

• Date and time of the incident or service event
• Location where the skip was delivered or collected
• Booking or job reference if known
• A clear description of the issue and the outcome sought
• Any photographic or documentary evidence available

Acknowledgement and initial assessment: Upon receipt of a formal complaint we will acknowledge it promptly and provide an initial assessment of whether the issue can be resolved quickly or requires a full investigation. Where an immediate remedy is available (for example, arranging a re-collection or a corrective visit), we will aim to implement that action without delay and then confirm the outcome in writing. For more complex matters, a named investigator will be appointed and a target timeframe for completion will be communicated.

Investigation process and fairness

Investigations are conducted impartially and objectively. The investigator will collect relevant evidence, which may include site inspection reports, vehicle tracking and scheduling data, photographs, witness statements and waste transfer documentation. We will consider operational constraints (such as safety, traffic restrictions and permitted waste types) when assessing responsibility. Where corrective action is warranted, that action will be proportionate to the impact and may include apology, reworks, refunds or discounts on future services in appropriate cases.

Escalation and review: If the complainant is not satisfied with the initial outcome they may request a formal review of the decision. The review will be undertaken by a senior manager who was not involved in the original investigation. The review seeks to confirm whether procedures were followed, whether the outcome was reasonable, and whether any additional remedies are appropriate. Reviews are treated seriously and completed within a defined timeframe to avoid undue delay.

Record-keeping, confidentiality and learning: All formal complaints are recorded in our complaints register and retained in accordance with our data retention policies. Records will include the complaint, investigation notes, evidence considered, final outcome and any remedy applied. Personal data will be handled confidentially and only shared with those directly involved in the investigation. Complaints are also used as a source of continual improvement: trends are reviewed and training or procedural changes are implemented where patterns of service failure are identified.

Timescales: We aim to acknowledge complaints promptly, provide an initial response within a target period, and conclude full investigations within a reasonable period commensurate with the complexity of the case. In cases involving third parties or regulatory enquiries, additional time may be necessary; complainants will be updated if timelines are extended.

Outcomes and remedies: Potential outcomes include upheld complaints with remediation, partially upheld outcomes with proportionate remedies, or complaints not upheld where evidence does not support the claim. Remedial actions can include scheduled rework, refund of fees, or corrective operational changes. Remedies will be documented and communicated clearly.

External review: If a complainant remains dissatisfied after exhausting internal review processes, the option of referral to an independent adjudicator or relevant regulatory body may be available depending on the nature of the dispute. Details of external routes are set out in separate regulatory guidance and will be signposted where appropriate, respecting the complainant's right to seek independent resolution.

Training and policy review: Complaints inform staff training and service standards in our skip hire and rubbish collection operations. We commit to learning from upheld complaints and to updating procedures to reduce recurrence. Periodic reviews of this complaints procedure ensure it remains effective and aligned with regulatory expectations and best practice.

Accessibility statement: This procedure is available in alternative formats on request. We are committed to making the complaints process accessible to all users of our skip hire and waste removal services, including those with communication needs.

Final note: Our aim is to resolve disputes fairly and promptly while maintaining safe, compliant waste management and reliable skip hire services. We encourage clear, factual submissions to enable thorough investigation and timely resolution. Records of complaints are kept and used to drive continuous improvement across our operational teams.