Complaints Procedure — Skip Hire Euston
Purpose: This document sets out the formal complaints process for our skip hire and waste removal services across the rubbish company service area. It explains how concerns are handled when a customer believes that our standards, collection arrangements or service delivery did not meet expectations. The procedure applies to all bookings, collections and related activities provided by the Euston skip hire operation and affiliated waste removal teams.
Scope and initial approach
We aim to resolve most concerns informally and promptly. If you wish to raise a matter, please make clear whether it relates to a booking, vehicle conduct, site access, missed collection or the handling of materials. An informal approach allows early resolution: many issues are corrected on the spot or resolved within a short period. Our goal is a practical remedy that restores service quality for both domestic and commercial customers in the local skip hire network.
Making a formal complaint
If an informal approach does not produce a satisfactory outcome, the matter may be logged as a formal complaint. To be accepted as formal, a complaint should include a clear description of the event, relevant dates and any booking reference where available. Once accepted, the complaint will be acknowledged and recorded in our complaints register. We aim to acknowledge receipt within a short timeframe and will provide a reference so the progress of the issue can be tracked.
Investigation and assessment
Complaints are investigated by a suitably qualified officer who was not involved in the original service delivery. The investigator will gather relevant records, speak to staff or contractors involved and, where appropriate, inspect the site or review vehicle logs. Investigations will consider any applicable waste handling regulations and the expectations set out in our terms for skip hire in Euston and adjacent service zones. We endeavour to be thorough and impartial throughout the process.
Resolution options we may consider
- Service correction: arranging a prompt collection, re-delivery of equipment or correction of scheduling errors;
- Remedial action: instructing additional site clearance where litter or spillage from a skip has occurred;
- Compensation review: assessing reasonable recompense for demonstrable loss or additional cost directly caused by our service failure;
- Policy change: implementing changes in operational practice to prevent recurrence within the wider rubbish collection services area.
Standards and customer expectations
We commit to treating complainants with respect and to conducting investigations with confidentiality where appropriate. Customers can expect timely updates, openness about findings and clear explanations of any corrective measures. We will record the steps taken and the rationale for the outcome. The aim is to restore confidence in our Euston skip hire operations while ensuring fairness for staff and third-party crews.
If you remain dissatisfied
If the outcome of the initial investigation does not resolve your concern, an internal review can be requested. The review will be handled by a senior manager who was not part of the original decision. Reviews focus on whether the investigation followed this published procedure and whether the proposed remedy was reasonable. Where appropriate, the reviewer may recommend additional action or mediation.
Timescales, records and closure
We aim to complete standard investigations within a reasonable period and will communicate expected timescales when acknowledging a complaint. All complaints and their resolutions are retained in our records for quality monitoring and to support continuous improvement of our local waste removal and skip hire services. Once a final decision is issued and any agreed action completed, the complaint will be formally closed and the outcome logged.