Complaints Procedure — Bow Skip Hire

Bow Skip Hire is committed to delivering a reliable skip hire and rubbish removal service. This complaints procedure explains how customers can raise concerns about our waste collection, skip rental, or site operations and how we will respond. It is intended to be clear, fair and accessible, ensuring every concern is handled respectfully and promptly.

Our aim is to resolve issues efficiently and improve the quality of our rubbish collection and waste management activities. Scope: this procedure applies to complaints about service delivery, scheduling, vehicle conduct, site cleanliness and other operational matters related to skip hire, but does not cover contractual disputes decided under separate terms.

Raising a complaint — If you believe the service received fell short of reasonable expectations, please make your concerns known as soon as possible. Provide clear details of the incident, including the date, time, the nature of the problem and the type of service affected (for example, skip collection, delivery, or rubbish removal). Where possible, include any reference numbers associated with your booking, and describe what outcome you would consider satisfactory.

Acknowledgement and initial review

Upon receipt of a complaint our customer care team will acknowledge it promptly and commence an initial review. Timelines: we aim to acknowledge complaints within three working days and to provide an initial update within ten working days. Complex enquiries may require longer; in such cases we will keep you regularly informed of progress.

Investigation process — The investigation will be objective and proportionate. We will gather relevant records, including delivery and collection logs, vehicle route information, site notes and any photographic evidence where applicable. Staff involved may be asked to provide statements. Our aim is to identify the cause, whether operational error, miscommunication or other factors affecting our skip hire and waste collection service.

The investigation will consider any applicable safety or environmental obligations, and whether remedial action is necessary. Where an error on our part is identified we will propose appropriate corrective measures and consider whether further training or procedural changes are required.

Resolution and outcomes

Following investigation we will communicate the outcome, explaining our findings and any steps we have taken or will take. Possible outcomes include a formal apology, a corrected service action (for example, a missed collection re-scheduled), a refund or credit where appropriate, or other reasonable remedies depending on the circumstances. Please note that not all complaints will qualify for compensation; each case is assessed on its merits.

Escalation — If you are not satisfied with the initial outcome, you may request an internal review by a senior manager. An escalation will be acknowledged and investigated separately from the original handling, with the aim of providing an independent assessment. Progress updates will be provided and the final internal review decision issued in writing within a defined timeframe.

Record keeping and continuous improvement — We maintain secure records of complaints and investigations to ensure transparency and to identify trends. Complaints data is reviewed periodically to inform service improvements, staff training and operational changes across our skip rental, rubbish collection and waste disposal activities. This helps reduce repeat issues and improve overall customer satisfaction.

Confidentiality and fairness: all complaints are treated with confidentiality where appropriate and handled without prejudice. We ensure that complainants are not disadvantaged for raising concerns, and staff are treated fairly during any investigation.

Expectations of customers: to help us investigate efficiently we request that complaints are made in a timely manner and include clear information. If additional information is required during the investigation we will request it and provide reasonable time for a response. Where matters are safety-critical we may prioritise those investigations to prevent harm.

Appeals and independent review options — If, after internal escalation, you remain unsatisfied you may seek an independent review by an appropriate third party or ombudsman relevant to waste services in your jurisdiction. We will explain how to pursue such a review where applicable and provide copies of our findings and records required for independent assessment.

How we measure success: we track key performance indicators such as response times, resolution times, recurrence rates and corrective action effectiveness. Regular audits ensure the complaints procedure itself remains fit for purpose for customers using skip hire, waste removal and rubbish collection services.

Policy review: this complaints procedure is reviewed periodically and updated to reflect changes in legislation, industry practice and service delivery. Customers and stakeholders may request the latest version of this policy where appropriate. Bow Skip Hire is committed to transparent, accountable handling of concerns as part of our commitment to quality in waste management.

Commitment: we value constructive concerns as an opportunity to do better. Our priority is to resolve complaints fairly and to use lessons learned to improve the reliability of our skip hire and rubbish collection services for all customers.