Complaints Procedure — Spitalfields Skip Hire

Spitalfields Skip Hire is committed to providing a reliable skip hire and rubbish removal service. Our complaints procedure explains how we receive, record and resolve concerns raised by customers, third parties and stakeholders about waste collection, skip delivery, roadside placement and site clearance operations. The aim is to respond fairly, promptly and transparently while learning from each issue to improve service standards across our skip hire services and rubbish collection operations.

Scope and purpose

We accept complaints relating to skip hire in Spitalfields, missed collections, improper disposal, damage during delivery or collection, billing queries and customer service interactions. This process applies whether you used our skip hire company directly or via an authorised reseller. It does not replace statutory rights but provides a clear route to raise concerns and seek resolution. We treat every complaint seriously and record it for continuous improvement.

Anyone can raise a complaint — the person who booked the skip, an authorised representative or an affected third party. When you make a complaint, we will acknowledge it promptly and tell you the expected timescale for our initial response. Please note that for operational reasons some complex enquiries may take longer; we will keep you updated on progress and any additional time required.

Our internal handling follows a staged approach designed to find quick, practical outcomes where possible and escalate where necessary. In many cases our drivers or depot staff can resolve issues immediately at the point of contact, for example by re-scheduling a missed collection or arranging a replacement skip. Informal resolution is encouraged when suitable and safe to do so.

Formal complaint stage

If an informal approach does not resolve the issue, a formal complaint will be logged. A formal complaint triggers a documented investigation which includes review of delivery and collection records, driver notes, photographic evidence (where available) and any relevant site or safety reports. Our investigation will consider operational constraints, local access restrictions and environmental obligations while focusing on the customer outcome.

To help us investigate efficiently, please include the following when submitting a complaint:

• Reference details: booking number or invoice reference (if available) and the date/time of the incident.
• Clear description: what happened, where and which service element it affected (delivery, collection, charging, etc.).
• Evidence: any photos, videos or contemporaneous notes that illustrate the concern.
• Desired outcome: what you would consider a fair resolution.

Once a formal complaint is received we aim to provide an initial response within a specified period and a full response after investigation. That full response will explain findings, decisions and any corrective action we will take. Where appropriate, remedies may include re-performance of the service, adjustments to charges, or steps to prevent recurrence. All outcomes are recorded and communicated in a clear, non-technical format.

During investigations we maintain confidentiality and handle personal information in accordance with data protection principles. Operational constraints — such as road access limitations, permitted disposal sites and safety requirements — will be taken into account when assessing fault and proportional remedies. The objective is to deliver practical, lawful and safe outcomes that restore service standards for the customer and reduce repeat incidents.

If you are unsatisfied with the outcome of our internal review, you may request a secondary review. This is handled by a senior representative who was not involved in the original decision. The secondary review revisits the evidence, considers any new material and confirms whether the original decision stands or requires amendment. We aim to complete secondary reviews within a reasonable period and inform you of the result in writing.

We keep a formal complaints log so that trends are visible and corrective actions are measurable. Records include complaint details, investigation notes, decisions and follow-up actions. This helps our operational managers and quality teams refine procedures, improve training for drivers and depot staff, and adapt vehicle or skip handling practices. Continuous improvement is central to how we reduce service failures across our waste removal and skip hire offerings.

Where a complaint highlights a breach of regulatory standards or poses a health and safety concern, we will take immediate steps to manage risk and comply with statutory obligations. Our process is designed to be proportionate: not every complaint will lead to disciplinary action, but all will be assessed to identify practical remedies and learning points for the business.

We are committed to transparency and accountability. Our complaint handling is structured to be fair, documented and outcome-focused. For customers and stakeholders using a Spitalfields skips service or other waste removal solutions, this procedure is the route to ensure concerns are heard and resolved with respect and professionalism.