Complaints Procedure — Kenton Skip Hire

Our commitment to resolving concerns

Kenton Skip Hire is committed to providing a clear, fair and prompt complaints procedure for our skip hire and rubbish removal service customers. This policy explains how we receive, record and resolve complaints about our *skip hire company* operations and waste collection activities. We aim to treat every concern seriously and to use complaints as an opportunity to improve the quality of our rubbish collection and skip services. Complaints may relate to delivery, collection, damage, billing or environmental issues arising from our operations.

We will acknowledge complaints promptly and ensure that each concern is logged on our internal complaints register. Our approach is to act impartially and to gather the necessary information to make a fair decision. The first step is acknowledgement within a standard timeframe, followed by an investigation that is proportionate to the nature and severity of the complaint.

Complaints about Kenton skips are handled by designated staff who review the facts, interview relevant personnel and examine any photographic or documentary evidence. Our aim is to provide a clear outcome and, where appropriate, offer remedies such as corrective action on deliveries, adjusted invoices or schedule changes for future skip placements. We explain what we can and cannot do and base outcomes on our service terms and industry practice.

How we investigate and decide

When a complaint is received we identify the scope and appoint an investigator. The investigator will gather information from drivers, depot staff, the customer record and any third parties involved in the incident. Investigations are conducted without bias, and we retain records of the process. Our decisions seek to be reasonable and proportionate, taking account of health and safety, environmental responsibilities and contractual obligations of our skip hire service.

During investigation we may request supporting evidence such as photographs of the skip placement, times of service, waste type and condition. All evidence is assessed against accepted operating standards for rubbish removal services and skip bin hire. If additional time is required to complete an investigation we will notify the complainant and provide an expected date for the outcome.

Outcomes are recorded and communicated in writing. They will include the findings, any remedial steps we will take, and the reasons for the decision. Where the complaint identifies a service failure we will take corrective measures and, where suitable, offer remedies. We also note lessons learned for training and process improvements to reduce recurrence.

Timescales: We aim to acknowledge complaints within five working days and to provide an initial response or update within 20 working days. Complex cases requiring specialist input may take longer; if so, we will keep the complainant informed of progress. These timelines reflect our effort to balance thorough investigation with timely resolution for customers using our skip hire and waste collection services.

Escalation: If a complainant is not satisfied with the outcome they may request escalation within the company. An escalation will be handled by senior management who were not involved in the original decision. The escalation review examines whether process and facts were correctly applied and whether the outcome was reasonable. This internal review aims to be independent and conclusive.

Record keeping and confidentiality: All complaint records are retained in accordance with our records policy to enable trend analysis and regulatory compliance. Personal information is handled in line with relevant data protection principles. We maintain confidentiality where appropriate, but complaints that involve legal or environmental concerns may be shared with authorities if required by law or regulation.

Scope and exclusions: This complaints process covers services delivered by Kenton Skip Hire including deliveries, collections, site access, vehicle conduct and billing matters related to skip hire. It does not cover unrelated third-party services or general advice requests. We will explain any reasons for exclusions and signpost the complainant to other channels where appropriate.

What we can do — examples include service re-attendance to correct placement, reasonable billing adjustments where errors are confirmed, apology and corrective operational measures. What we cannot do — examples include compensation beyond documented losses where liability is not established, or remedy for events outside our control such as extreme weather that prevents safe access for vehicles.

Monitoring and continuous improvement: We review complaint trends to identify recurring issues in our rubbish removal processes and skip hire operations. Regular reviews inform staff training, vehicle routing, customer information and operational controls. Our objective is to reduce repeat incidents and raise service standards across the business.

Publication and availability: This complaints procedure is published so customers can understand how issues are managed. It is written in plain language and reviewed periodically to reflect changes in regulation, industry practice and internal policy. The procedure focuses on fairness, transparency and practical resolution for customers using our skip hire service.

Rights and expectations: Complainants can expect a courteous response, fair consideration and a timely outcome. We expect complainants to provide accurate information and to act reasonably during the process. Abusive or malicious complaints may be managed through separate channels if necessary.

By maintaining a structured complaints process Kenton Skip Hire demonstrates accountability for our rubbish company services and commitment to learning from issues. Complaints are a valuable source of insight that helps us refine operations, protect the environment and improve customer experience with our skip hire and waste collection services.