Front view of a skip on a street with workers preparing site

Complaints Procedure for Skip Hire Mortlake

Purpose: This document sets out the formal complaints process for those using skip hire services in and around the local service area. It explains how a concern about waste removal, skip delivery, collection or associated services will be handled, investigated and resolved. The procedure is intended to be clear, fair and accessible to customers and users of any rubbish removal or skip hire in Mortlake, while avoiding excess local detail. We aim to respond professionally and promptly.

Scope and applicability

This complaints procedure covers all service performance issues related to skip collections, skips left on private or public land, waste segregation, contamination of loads, and any operational matters tied to skip-hire Mortlake operations. It does not cover contractual negotiations or claims requiring legal action. Complaints may be raised by any customer, site contact or authorised representative. The policy applies equally to domestic and commercial customers using Mortlake skip hire services.

Photograph of a delivery driver and skip being placed beside a property

How to raise a concern

To make a complaint you should provide a clear description of the issue, the date and time of the incident, the skip reference or job number where available, and any supporting evidence such as photographs or notes. Please focus on factual details to help our team assess the matter. On receipt we will log the complaint, acknowledge it and assign it to a complaints officer for investigation. Prompt submission of relevant evidence speeds up resolution.

Acknowledgement and response times

We aim to acknowledge all complaints within a short, defined period and provide an initial response that outlines the next steps. Typical stages include logging, investigation, proposed remedy and closure. For complex matters involving third-party hauliers or regulatory checks this may take longer; we will keep the complainant informed of progress. If the complaint requires a site visit this will be arranged as soon as practicable to verify issues relating to vehicle access, skip siting or ground damage.

Inspector reviewing paperwork and photographs during an investigation

Investigation process

Investigations are carried out by trained staff who review job records, driver notes, photographic evidence and any relevant CCTV or GPS data. Where necessary, the investigation will involve collecting statements and verifying collection weights or disposal records. The process aims to be thorough and impartial. Findings are documented and assessed against our operating standards and any applicable statutory obligations covering waste carriers and disposal.

Possible outcomes and remedies

Following investigation we may offer one or more remedies depending on the findings. Typical remedies include:

an explanation and an apology where service fell below expected standards;
corrective action such as re-collection, re-delivery or safe relocation of a skip;
partial or full credit, where financial redress is appropriate;
operational changes to prevent recurrence, including additional staff briefings or route adjustments.

Remedies are considered on a case-by-case basis and always in proportion to the impact of the issue.

Escalation and independent review

If the complainant is not satisfied with the outcome of the internal review, the complaint may be escalated within the organisational complaints hierarchy for further consideration. Where applicable and lawful, an independent adjudicator or relevant regulatory body may be able to review aspects of a decision, particularly where statutory compliance or waste regulation is in question. Escalation is designed to ensure fairness and transparency.

Illustration of documents and a checklist representing record-keeping

Limits, timeframes and unacceptable behaviour

Complaints should normally be raised within a reasonable time from the event; delays can limit the ability to investigate. Additionally, while we will treat all complainants with respect, the company reserves the right to manage complaints that are abusive, repetitious or malicious. In such cases, we will explain why the approach is considered unreasonable and set parameters for further contact. Unfounded allegations or fraudulent claims will be handled in line with legal and statutory requirements.

Symbolic image representing resolution and improvement in waste services

Record keeping, confidentiality and continuous improvement

All complaints, outcomes and actions taken are recorded and retained in line with data protection principles and internal retention policies. Records are used to identify trends and drive service improvements across skip-hire Mortlake and broader rubbish removal operations. Information collected during the complaints process is treated confidentially and is accessed only by those who require it to resolve the matter. We are committed to learning from complaints and to making operational changes that reduce recurrence and improve customer experience.

Closure and final notice

Once a complaint has been investigated and a remedy offered or decision reached, the complainant will receive written confirmation that explains the outcome and any next steps. The file will then be closed subject to any right of escalation outlined above. This procedure is designed to be fair, consistent and proportionate while supporting continuous improvement across skip hire and rubbish collection services. We recognise that effective complaint handling strengthens trust and service quality.