Complaints Procedure — Holborn Skip Hire

Purpose: This complaints procedure sets out how Holborn Skip Hire and affiliated rubbish removal services handle concerns, disputes and formal complaints raised by customers of skip hire Holborn and associated waste services. The objective is to ensure that all issues are acknowledged promptly, investigated fairly and resolved in a transparent manner that protects both the customer's rights and the company's obligations. Clear, proportionate and timely action underpins every stage of the process.

Scope and definitions

The policy applies to all instances where a customer or third party wishes to raise a complaint about the provision of skip hire, rubbish collection, waste transfer or other waste management services provided under the Holborn waste services banner. For the purposes of this procedure the term complaint refers to any expression of dissatisfaction regarding our service delivery, charges, scheduling, damage, safety concerns or communication.

Principles

We are committed to treating every complaint with impartiality, confidentiality and respect. Complaints will be handled in accordance with the following principles: accessibility, responsiveness, accountability and continuous improvement. All complaints will be recorded, investigated and tracked until final resolution. We will endeavour to keep the process proportional to the severity and complexity of the matter.

How complaints are handled — Initial receipt and acknowledgement: when a complaint is received it will be logged and an acknowledgement will be issued within a prompt timeframe. The acknowledgement will indicate the process, the expected timescales and the reference number for tracking. Complaints are allocated to an appropriate case handler who will coordinate the investigation with operational teams, including skip delivery, waste collection and customer service.

Investigation: The assigned investigator will gather relevant information such as booking records, vehicle logs, crew statements and any photographic evidence. Where necessary, site visits may be arranged. Investigations aim to be proportionate and focused on establishing the facts, identifying any breach of policy or service levels, and determining reasonable remedial action.

Resolution options may include service redress, remedial work, proportionate financial adjustment, or a formal apology where appropriate. Every effort will be made to propose a clear and practicable remedy. If a remedy is offered, the company will set out expected completion times and the steps to confirm closure of the complaint. Where complex issues exist, we will keep complainants updated regularly until a conclusion is reached.

Escalation and review — If a complainant is not satisfied with the initial outcome they may request an internal review. The review will be conducted by a senior officer not involved in the original investigation. The review will focus on whether the original investigation was thorough and whether the remedy was appropriate to the findings. The company aims to complete internal reviews within a defined timeframe and will communicate the outcomes in writing.

• Step 1: Acknowledge and log complaint
• Step 2: Allocate investigator and collect evidence
• Step 3: Propose remedy and agree timescale
• Step 4: If required, escalate for internal review
• Step 5: Close the complaint and record lessons learned

Recording and learning: All complaints, regardless of outcome, will be recorded and analysed to identify recurring themes in our skip hire Holborn operations and rubbish collection activities. Statistical reporting on complaints informs training, process changes and performance targets. Continuous improvement driven by data and practical action is a cornerstone of our quality management for waste services Holborn.

Confidentiality and impartiality

Complaints will be managed sensitively. The company will not disclose personal data beyond what is necessary for investigation and resolution, subject to legal obligations. Investigations will be impartial and, where conflicts of interest arise, alternative personnel will be appointed to ensure fairness in assessment and decision-making.

Timeframes and reasonable expectations

We aim to acknowledgement initial complaints quickly and provide substantive responses within a reasonable period. Complex cases that require operational reviews or third-party input may take longer; in such cases updates will be provided. Complainants should expect clear confirmation when a case is closed and an explanation of why the outcome stands if the complaint is not upheld.

Outcome recording and closure: Once a complaint is resolved, closure will be recorded in our internal records, including the outcome, any remedial action taken and lessons learned. This ensures accountability and supports improved performance across our skip hire services, rubbish removal operations and broader waste management activities.