Complaints Procedure — Bromley Skip Hire Commitment

At Bromley Skip Hire we take concerns seriously and treat every complaint as an opportunity to improve our rubbish and waste skip services. This complaints procedure sets out how we receive, record and resolve customer concerns about skip hire Bromley operations, deliveries, collections and site conduct. Our aim is to be transparent, timely and fair. Customers and stakeholders can expect acknowledgement, investigation and a clear outcome. We outline responsibilities and timescales below so expectations are clear across all areas of our waste removal and rubbish skip hire work.

This policy applies to anyone using our skip hire services, including commercial and domestic customers, contractors and third parties affected by our operations. It covers complaints about service standards, damage, scheduling, health and safety issues and conduct by personnel, but it does not replace formal regulatory or legal processes. We maintain consistent standards across our skip hire service area and will ensure complaints are treated confidentially and recorded in accordance with our retention policies. We will not disclose personal details beyond what is necessary to investigate and resolve the matter.

How to make a complaint: to help us respond quickly please provide: date and time of the event, location, full description of the issue, relevant order or delivery reference where available and names of staff or vehicle identifiers if known. Complaints can be submitted in writing or via the reporting channels associated with our waste removal operations. When you submit information, please state what outcome you seek and any relevant supporting evidence such as photographs. Our team will confirm receipt and log the complaint for formal handling.

Acknowledgement, Initial Assessment and Timescales

On receipt of a complaint about a rubbish skip service or local skip hire booking, we will carry out an initial assessment to determine priority and complexity. Priority cases include immediate safety or environmental risks and will be escalated for immediate action. For non-urgent matters we aim to acknowledge complaints within three working days and provide an initial response with a proposed plan and timescale for a full investigation. A full written response is normally provided within 15 working days, though complex matters may require extended investigation with periodic updates.

Investigation process: our investigation will gather facts, review records and consult staff or third parties as required. Steps typically include:

• Review of booking and delivery logs related to the waste skip hire or rubbish removal;
• Examination of photographic or physical evidence and any environmental reports;
• Interviews with personnel involved and witness statements where appropriate;
• Identification of root cause and assessment of corrective actions needed.

Throughout the investigation we will keep complainants informed of progress. Where corrective action is required we will outline what will be done, by whom and the expected completion date. For matters that require remedial work — for example, re-siting a skip, arranging additional waste collection or addressing any property damage — we will prioritise safety and environmental compliance. We will aim to resolve most service-related complaints without delay.

Resolution, Remedies and Escalation

Outcomes may include a formal apology, a corrective action plan, procedural changes, staff retraining or targeted operational adjustments to prevent recurrence. Where appropriate and proportionate, we may offer remedial services such as a repeat collection, repositioning of a skip or reimbursement for verifiable costs. Compensation is assessed fairly and in line with our internal policy and the facts of the case. If a complainant remains dissatisfied, there is an internal escalation route to a senior manager for review and a secondary formal response.

Escalated matters are reviewed by senior operations management with a separate timeframe for response. If an internal review upholds the complaint, we will confirm the remedial steps and any monitoring arrangements to ensure the issue is closed. We aim to be fair and proportionate: escalation does not mean indefinite delay, and we will provide timescales for each stage of a review. Please note that this complaints procedure does not preclude pursuing other legal or regulatory routes where applicable.

Recording, learning and continuous improvement are central to our approach. All complaints and outcomes are recorded in our complaints register and used to identify patterns and training needs. We will monitor complaint trends for our rubbish company and skip hire operations and implement changes to policy, vehicle routing, scheduling or staff training as required. Regular reviews of records help us to reduce recurring issues and improve customer experience across the service area.