Hoxton Skip Hire Complaints Procedure

Introduction: This complaints procedure sets out how Hoxton Skip Hire and associated rubbish removal services manage and resolve complaints. It applies to all customers, businesses and third parties who use our skip hire, waste collection, or rubbish clearance services. The procedure is intended to be fair, transparent and proportionate, and to support continuous improvement of our skip service and broader waste management offering.

Definitions: For the purposes of this procedure, a complaint is any expression of dissatisfaction about our service delivery, collection times, spillages, missed collections, damage to property, or the behaviour of our operatives. A formal complaint is one that is submitted in writing or escalated after an informal response has been provided.

Principles we follow: We will treat every complaint seriously, investigate swiftly, and ensure a clear, proportionate outcome. Our response will be professional and impartial, and we will respect confidentiality where appropriate. We commit to learning from mistakes and making changes to our Hoxton skip service processes to prevent recurrence.

How to raise a complaint: If you are dissatisfied with any aspect of our rubbish collection or skip hire Hoxton service, you may raise a concern directly with the team responsible for the contract or job. If the matter is not resolved informally, you may lodge a formal complaint for investigation. This procedure covers escalation routes and expected timescales, and sets out what we will need from you to investigate thoroughly.

What we need from you: To investigate effectively we will usually ask for the following:

• Date and time of the incident or collection;
• Location and job reference where available;
• Clear description of the issue, including any supporting photos or records;
• Desired outcome or suggested remedy, where practical.

Acknowledgement and timescales: On receipt of a formal complaint we will acknowledge it promptly. In general, an acknowledgement will be issued within two working days of receipt and an estimated timeframe for a substantive response will be provided. We aim to provide a full written response to most complaints within ten working days. If an investigation requires additional time, we will notify you and provide regular progress updates.

Investigation process: Complaints are investigated by a senior member of the operations or customer relations team who was not directly involved in the matter. The investigator will review job records, vehicle logs, photographs and any third‑party evidence, and may interview staff involved. We will consider whether any service standards were breached and what corrective action is appropriate.

Possible outcomes and remedies: Following investigation, outcomes may include one or more of the following: an apology, a corrective visit or collection at no extra charge, replacement of damaged items where liability is established, a partial or full refund for clearly demonstrated service failure, or other remedial measures designed to restore service standards. Where compensation is considered, it will be proportionate and aligned with the nature of the loss or inconvenience caused.

Escalation and review: If you remain dissatisfied after the initial response, you may request an internal review. An internal review will be carried out by a senior manager who was not involved in the original decision. The review will consider whether the original investigation was thorough and whether the remedy offered was appropriate. A final internal response will be issued within a further ten working days where practicable.

Record keeping and data protection: All complaints and their outcomes are recorded for monitoring and quality purposes. Records are retained in line with our data retention policy and applicable data protection requirements. We will store only the information necessary to investigate and resolve the complaint, and will respect privacy and confidentiality obligations.

Service improvement: We review complaints periodically to identify trends or recurring issues in our rubbish removal Hoxton procedures, vehicle scheduling, or operative conduct. Findings are used to update training, revise operating instructions, and refine our skip hire Hoxton standards. This helps to reduce the likelihood of similar complaints in the future and improve overall customer experience.

Third‑party review and regulators: Where a complaint concerns regulated waste handling, environmental impact, or statutory obligations, we will cooperate with relevant authorities and, where appropriate, allow independent review. The availability of external review may depend on the nature of the complaint and statutory remit of the regulator involved.

Equity and impartiality: We will not discriminate when handling complaints and will act impartially. Retaliation against a person for making a genuine complaint in good faith will not be tolerated. We reserve the right to refuse to investigate vexatious or malicious complaints where proportionate and lawful.

Closing a complaint: A complaint is closed when the agreed remedy has been implemented, or when the internal review process is concluded and communicated. We will confirm closure in writing and explain any actions taken to address root causes. Closed cases continue to inform service improvements and staff development.

Policy updates: This complaints procedure will be reviewed periodically to ensure it remains effective and aligned with evolving best practice for skip hire and rubbish collection services. Changes to the procedure will be documented and applied consistently across our operations.