Complaints Procedure — Seven Kings Skip Hire

Purpose and scope: This complaints procedure sets out how Seven Kings Skip Hire and associated skip hire services and rubbish removal operations will receive, record and resolve concerns about our waste collection and skip delivery services. It applies to customers, site managers and partners who wish to raise a complaint about the quality, timeliness or safety of our skip hire company services. Our aim is to treat every concern with courtesy and to reach a fair resolution within clear timescales.

We recognise that issues can range from a missed collection to a dispute about charges or an incident during a delivery. All concerns will be handled consistently whether they relate to domestic rubbish removal, commercial waste collection, or skip hire logistics. Complaints will not affect the customer's legal rights, and we will not use the existence of a complaint as the sole reason to stop providing a service.

All reports are logged into our central complaints register so they can be tracked through to completion. Confidentiality is maintained where sensitive information is involved, and information is shared only with staff directly responsible for investigating or resolving the issue. We will retain records in accordance with our data retention policy and in line with regulatory requirements for waste management businesses.

How to submit a complaint

Complaints can be raised by a formal written submission or a recorded verbal report made through authorised channels. When making a complaint please provide:

• Date and time of the incident or service concern
• Reference numbers if available (e.g., booking or delivery reference)
• Clear description of the issue and desired outcome

On receipt of a complaint we will issue an acknowledgement and a unique reference number. Response times are set to ensure prompt attention: a preliminary acknowledgement within three working days and an initial assessment within ten working days, unless the nature of the complaint requires an extended investigation due to complexity or third-party involvement.

Investigation and resolution process

Once acknowledged, complaints are assigned to a trained investigator who will collect relevant facts, including crew reports, vehicle logs and any photographic evidence. The investigator may propose one or more remedial actions, including arranging a re-collection, providing a credit or adjusting a charge where errors are verified. Quality assurance checks will be carried out to ensure the remedy addresses the root cause.

Our commitment is to keep complainants informed at key stages: acknowledgement, progress update, and final outcome. If an investigation reveals systemic issues, we will record corrective actions and monitor implementation as part of our continuous improvement programme for the waste handling and skip hire operations.

For complex disputes involving third parties, such as permitted disposal sites or sub-contractors, we will liaise with those parties as part of the inquiry and report back with our conclusions. Where responsibility is shared, we will explain the findings and any practical steps that can be taken to prevent recurrence.

Escalation and independent review: if a complainant is not satisfied with the outcome of our internal process, they may request that the complaint is escalated for senior review. We will provide a clear explanation of why a decision was reached and whether additional action is possible. When appropriate, we may also offer an independent arbitration route through an industry ombudsman or regulator that specialises in waste services.

Records of complaints are reviewed regularly to identify trends in skip hire service delivery, vehicle routing and customer communication. These reviews inform staff training, operational changes and policy updates to reduce repeat incidents. Transparency and accountability are central to how we manage continuous improvement and demonstrate compliance with waste management standards.

Remedies and corrective action: Remedies may include corrective service (e.g., arranging a collection), a partial or full billing adjustment where errors are found, or operational changes to prevent future recurrence. Any remedy offered will be proportionate to the nature and impact of the complaint and documented in the complaint record.

Monitoring performance: complaints data is aggregated and reviewed monthly by senior managers to measure resolution times, satisfaction with outcomes and areas where the Seven Kings skip company can improve processes. This ensures our rubbish removal and waste collection operations remain responsive and accountable.

Training and staff development are tied to complaint outcomes so that practical lessons feed back into site practices and customer-facing procedures. We use anonymised case studies to highlight learning points across crews and office teams.

Final notes: our complaints procedure is designed to be clear, impartial and prompt. It aims to restore service expectations and where possible, to maintain constructive relationships with customers. We take all complaints seriously as opportunities to enhance the reliability and professionalism of our skip hire and waste removal services.