Complaints Procedure — Brompton Skip Hire

This Complaints Procedure explains how Brompton Skip Hire and its waste collection and rubbish removal services manage, investigate and resolve customer concerns. The purpose of this policy is to ensure that every complaint is treated fairly, promptly and consistently, whether it relates to skip delivery, collection delays, site safety, pricing disputes or general service quality. We aim to provide a clear route for customers to raise issues and for the business to learn and improve from each complaint.

Complaints may be raised by any customer or authorised representative who believes that the skip hire or rubbish service provided did not meet reasonable expectations. Examples include late collections, damaged property, incorrect invoicing, or alleged breaches of access and permit protocols. All complaints are handled with respect and confidentiality; personal data submitted during a complaint will be processed in accordance with data protection principles and only used for the purpose of investigation and resolution.

To make a complaint, customers should contact our company via the official channels indicated on transactional documents or service literature. Please provide a clear description of the issue, relevant dates and locations, the skip reference or job number where available, and any supporting information or photographs. On receipt we will log the complaint, issue a reference number and confirm receipt. We aim to acknowledge complaints within three working days and will explain the next steps in the process.

How complaints are handled

Once acknowledged, complaints are assigned to a responsible member of the team for investigation. The investigation will be proportionate to the nature of the complaint and may include reviewing delivery notes, driver logs, vehicle tracking information, contractor reports and any photographic evidence supplied. Key stages of handling include:

• Logging and acknowledgement with a reference number;
• Preliminary fact-gathering and communication of initial findings;
• Full investigation and determination of outcomes and proposed remedial action;
• Communication of the outcome and any next steps or options for escalation.

Investigations will generally be completed within ten working days of acknowledgement, depending on the complexity of the issue and any third-party involvement. If more time is required we will provide interim updates and an expected resolution date. Where on-site inspections or external contractor input is necessary, investigatory timescales may be extended but we will aim to keep customers informed at every stage.

Outcomes and remedies

Following investigation, we will communicate the outcome in writing and explain any remedial actions. Possible outcomes include formal apology, corrective operational changes, a partial refund or credit where appropriate, and a commitment to prevent recurrence through staff briefings or procedural updates. Where there is no basis for the complaint, we will explain the findings and provide evidence that supports the decision.

If your complaint relates to an immediate safety concern or environmental incident, urgent remedial steps will be taken and documented. We treat safety and regulatory compliance seriously and any corrective action will be prioritised. Remedies are designed both to put things right for the complainant and to improve the service across deliveries, collections, and waste transfer activities.

If you remain dissatisfied after receiving the outcome, complaints can be escalated internally to a senior manager for review. Escalation should reference the original complaint number and explain why the customer believes the resolution is insufficient. An internal review will be conducted and a final response provided within a further defined period, normally ten working days.

Records of all complaints and their resolution will be maintained for a defined retention period and used for service monitoring and continuous improvement. Complaint data is analysed to identify trends, recurring issues and opportunities to enhance training, fleet management, scheduling and customer communications. This helps reduce waste service disruptions and improves overall customer experience from booking to collection.

Escalation and independent review: Where internal escalation does not resolve the matter to the customer’s satisfaction, customers may be informed of their right to refer the dispute to an appropriate industry body or regulator for independent review. The availability of external complaint channels depends on the nature of the complaint and regulatory remit; customers will be advised of this option in the final response where applicable.

Commitment to improvement: Brompton Skip Hire is committed to learning from complaints and to maintaining high standards across our skip hire and rubbish collection operations. We review this complaints procedure periodically to reflect operational changes and regulatory updates. Strong governance, regular training and transparent record-keeping help ensure that complaints lead to meaningful service enhancements and greater customer confidence.

We encourage customers to raise concerns promptly so they can be resolved quickly and effectively. This procedure provides an equitable framework for addressing complaints, protecting customer rights and supporting continuous operational improvement. Brompton skip hire services remain committed to delivering reliable waste removal, safe site practices and clear communications at every stage of service delivery.