Complaints Procedure for Stratford Skip Hire
This Complaints Procedure explains how Stratford Skip Hire and associated rubbish collection services handle concerns, disputes and service issues. It sets out the steps we follow from initial receipt of a complaint through to resolution, the expected timescales, the remedies that may be available and how customers may escalate an unresolved matter. The policy applies to all skip hire and waste removal services provided by the company, including delivery, collection, permit handling and authorised disposal. It aims to be fair, transparent and proportionate while ensuring compliance with applicable waste management responsibilities and customer expectations.
We accept complaints about any aspect of our skip hire in Stratford operations, including but not limited to late collections, incorrect skip delivery, site damage, contamination of loads, and perceived poor customer service. Complaints should be raised as soon as reasonably practicable after the event so the facts remain clear. We treat every complaint seriously and objectively, and we will not penalise anyone for raising a concern. Where a complaint relates to health, safety or environmental harm, it will be prioritised and handled with immediate attention.
Complaints may be made by the person who instructed the skip hire service or by a representative acting with permission. We record the nature of the complaint, the date, the parties involved and any immediate actions taken to reduce harm or inconvenience. All records are maintained securely and retained in line with our record-keeping policy for operational transparency and continuous improvement.
How to raise a complaint about skip hire or waste removal
To ensure swift handling, provide as much detail as possible when raising a complaint: booking reference, dates and times, location of delivery/collection, a clear description of the issue and any supporting evidence (photographs, permit references, or witness notes). Our complaints handling team will acknowledge receipt of the complaint promptly and advise on the next steps. We focus on clarity and a practical approach to restore service standards and prevent recurrence.
Once acknowledged, the complaint is logged and allocated to an appropriate investigator. The investigator will gather information from drivers, site operatives and any third-party contractors involved in the skip hire operation. This may include checking vehicle logs, route records and details of weighbridge tickets for waste transfer. We aim to complete an initial review within 10 working days and provide a holding response if further time is needed to investigate.
Where immediate remediation is possible—such as arranging a replacement skip, a re-collection or site repairs—we will propose that remedy as part of the initial response. If the complaint involves potential environmental or statutory breaches, we will document corrective actions and record any liaising with regulators in accordance with waste management obligations.
Investigation, outcomes and remedies
Investigations will be proportionate to the severity of the complaint. Possible outcomes include:
- Formal apology and explanation of circumstances
- Corrective action such as re‑delivery, early collection or site remediation
- Refund or credit against future skip hire charges in appropriate cases
- Disciplinary or training action for staff if relevant
Decisions will be communicated in writing, setting out the findings, the rationale for the decision and any remedies offered. If compensation or a goodwill gesture is proposed, we will explain how the amount was calculated and what it is intended to address.
If you remain dissatisfied after our initial resolution, the complaint may be escalated internally to a senior manager or an independent review panel within the company. The escalation process is documented and aims to provide an impartial reassessment of the facts. Escalated reviews will generally be completed within a further 20 working days unless a complex investigation requires more time, in which case we will keep the complainant informed of progress.
Our commitment extends to continuous improvement: complaints are analysed to identify trends in our skip hire and rubbish collection operations. Regular reports feed into training programmes, operational changes and supplier management processes. We use complaint data to refine scheduling, vehicle routing, loading procedures and permit compliance to reduce the likelihood of repeat incidents.
Confidentiality and conduct: We treat personal data collected during complaint handling in accordance with privacy principles. Complainants can expect respectful treatment; abusive or vexatious behaviour may lead to limitations on the modes of contact we will accept. All parties involved in a complaint are expected to cooperate so a fair outcome can be reached.
Record keeping and review: A record of each complaint, its investigation and outcome is retained. We periodically review the Complaints Procedure itself to ensure it meets regulatory expectations and operational needs. This policy is part of our wider commitment to responsible waste management, customer service and compliance.
By following this Complaints Procedure, Stratford skip hire customers and stakeholders can expect a structured, timely and transparent approach to resolving service issues. The aim is always to restore confidence in our skip hire services and to learn from incidents so our rubbish collection and waste removal operations continually improve.