Complaints Procedure — Mitcham Skip Hire

This Complaints Procedure describes how Mitcham Skip Hire and affiliated rubbish collection services handle concerns about service delivery, skip placement, scheduling, waste handling and related matters. It is intended to be a clear, accessible explanation of our process for customers and stakeholders in the wider rubbish company service area. Complaints are treated seriously and will be handled in a consistent, transparent and fair manner. Please read this document to understand the stages, expected timescales and the outcomes we aim to deliver.

We use a pragmatic approach to complaints about skip hire, waste removal and rubbish management. A complaint is any expression of dissatisfaction about the standard of service, behaviour of staff or contractors, documentation, billing or the handling of waste that falls short of the service commitments. This policy applies to all skip hire products and services provided under the trade names associated with Mitcham skip hire, including temporary site skips and commercial waste collections within our service area.

Anyone who has been affected by a service issue may raise a concern. This includes customers, site managers, authorised agents and third parties with legitimate interest. Formal complaints should be submitted by the complainant or by a named representative acting with permission. We treat all reports confidentially and proportionately while ensuring fair assessment and a timely response.

How complaints are acknowledged, investigated and resolved

The complaints process follows clear stages: acknowledgement, fact-finding, response, escalation and closure. On receipt of a complaint through our published channels, the complaint will be logged and acknowledged. Acknowledgement confirms the complaint has been received and provides an estimated timeline for a full response. Typical timescales are set out below but may vary depending on complexity.

Investigation involves gathering relevant records such as delivery logs, site instructions, photographic evidence, contractor reports and internal communications. Investigations are conducted impartially by staff trained in dispute handling, and may include consultation with supervisors, drivers or subcontractors to establish the facts. Where necessary, we will ask the complainant for additional information to expedite resolution.

Once the facts are established we will issue a formal response that explains our findings, any remedial action taken and proposed next steps. Possible outcomes include an apology, corrective service, re‑collection or replacement of a skip, adjustment of charges or other remedial measures proportionate to the issue. Responses will be clear, evidence-based and provide a named contact for further queries.

Escalation, independent review and record keeping

Where a complainant is dissatisfied with the initial outcome, an escalation route is available. Escalations are reviewed by senior management and will be examined by staff not involved in the original decision. Escalation does not restart the clock on investigation; it is an opportunity for independent re-evaluation and, where appropriate, additional corrective action.

Our policy ensures that all complaints and their resolutions are recorded in a secure complaints register. Records include the complaint details, investigation notes, evidence considered, outcomes and lessons learned. We retain records in accordance with lawful data retention practices. The documentation supports continuous improvement and helps us spot trends such as recurring issues with vehicle routing, skip damage, or contractor performance.

Remedies offered will reflect the nature of the complaint and the level of service failure. Remedies may be operational (such as rescheduling a collection or reissuing a load permit) or financial (such as account adjustments) where appropriate. We seek to resolve matters quickly and fairly while ensuring environmental and safety standards are maintained in all remedial actions.

Timeframes and expectations

We aim to acknowledge complaints promptly and provide a full response within defined timescales appropriate to the complexity. Simple matters may be resolved within days; complex operational investigations may require additional time. If we need extra time we will notify the complainant with reasons and a revised estimate. Throughout, we commit to regular status updates until the complaint is closed.

The complainant should expect a clear explanation of findings and any service improvements we will implement. Where patterns of complaint reveal systemic issues, Mitcham skips management will review procedures, training and contractor oversight as part of a continuous improvement cycle.

Confidentiality and impartiality are core to our process. Information provided during a complaint will be handled sensitively and only shared with parties directly involved in the resolution. We do not tolerate vexatious complaints; however, all genuine concerns are investigated regardless of complexity or outcome.

Policy review and accountability

This complaints procedure is reviewed periodically to reflect operational changes, regulatory expectations and improvements identified through complaint handling. Senior management is accountable for ensuring the policy is applied consistently across our waste collection and skip hire services. Lessons from complaints inform training, contractor selection and service design to reduce recurrence.

By following this procedure, Mitcham Skip Hire aims to maintain high standards for skip delivery, rubbish removal and waste management across the service area, ensuring customers can trust our processes for resolving disputes fairly and transparently.