Complaints Procedure — Regents Park Skip Hire

Purpose and scope. This Complaints Procedure sets out the formal steps for raising and resolving complaints about our skip hire and rubbish removal services. It applies to all service requests and interactions with the skip hire provider, including delivery, collection, and waste handling within our rubbish company service area. The aim is to ensure complaints are handled fairly, consistently and within published timescales. This policy does not replace statutory rights but complements them by providing an accessible way to seek resolution.

Definitions. For the purposes of this procedure, a complaint is any expression of dissatisfaction about the standard of service, behaviour of staff, or operational failure by Regents Park Skip Hire or its representatives. A complaint may concern: delivery delay, damage to property, unauthorised disposal, incorrect billing, or poor communication. Where necessary, matters that are subject to legal proceedings or regulatory enforcement may be managed separately and this procedure will not prejudice those processes.

How to make a complaint. Complaints should be raised in writing or in a recorded verbal format so that the nature, date and desired outcome can be captured. When describing the issue, please note the date, location, skip reference (if applicable) and any relevant facts. All complaints will be acknowledged promptly and logged in the complaints register to ensure traceability and an audit trail of actions taken by the skip hire operator and waste collection service.

Stages of complaint handling

Stage 1 — Informal resolution. Wherever possible, complaints will be addressed at the point of contact to achieve quick and practical resolution. This stage aims to fix operational issues such as rescheduling a collection or correcting documentation without escalation. The skip hire team will record the outcome and, where appropriate, implement immediate remedial action to minimise disruption within the rubbish company service region.

Stage 2 — Formal investigation. If the complainant remains dissatisfied, the matter will progress to a formal investigation. This involves appointment of an investigator independent of the service team who will gather evidence, interview relevant personnel and review service records. The investigator will prepare a written report summarising findings and recommended remedies. Typical remedies include refund, partial credit, repeat service, or corrective operational measures to prevent recurrence.

Stage 3 — Review and escalation. If the formal investigation outcome does not resolve the complaint to the complainant's satisfaction, the case will be escalated to a senior reviewer for final internal review. The senior reviewer will reassess the investigation, consider new evidence, and issue a final position statement. This internal review seeks to provide a definitive response and will be issued within a stated timeframe to ensure closure.

Timelines, remedies and record keeping

Timescales. We aim to acknowledge all complaints within three working days and to provide a substantive reply following investigation within 20 working days where practicable. Complex cases that require liaison with third parties may take longer; in such cases the complainant will be kept informed of progress and an expected resolution date.

Available remedies. Remedies will be proportionate to the impact and may include:

• Re-performance of the affected service (e.g., re-delivery or re-collection of a skip).
• Partial or full refund where service failure is established.
• Operational changes to prevent recurrence, such as revised scheduling or staff training.
• Formal apology and acknowledgement where appropriate.

Record keeping and data protection. All complaint records will be retained in accordance with applicable data protection and record retention policies. Personal data will only be used for the purpose of investigating and resolving the complaint and will be processed lawfully and securely. Anonymous or aggregated complaint data may be used to improve the quality of skip hire services and the overall rubbish collection service area performance.

Responsibilities and conduct. Staff handling complaints are required to act impartially, with professionalism and in a timely manner. Complainants are expected to provide clear information and to engage reasonably with the process. Unreasonable behaviour by either party will be addressed in accordance with our internal policies, while ensuring that genuine concerns are still considered.

Monitoring, learning and continuous improvement. Complaints are a valuable source of insight for service improvement. Each closed complaint will be reviewed for lessons learned and, where systemic issues are identified, corrective actions will be introduced into our operational procedures. This ensures that the skip hire provider evolves and that the rubbish removal service remains fit for purpose.

Final position and external avenues. Once the internal process has been exhausted, if the complainant remains dissatisfied, information about independent or regulatory avenues may be provided. This Complaints Procedure is designed to be clear, accessible and fair to all parties while supporting resolution within the operational scope of Regents Park Skip Hire and associated waste services.