Complaints Procedure for Mortlake Skip Hire

This complaints procedure sets out how customers of Mortlake Skip Hire and associated skip hire services can raise concerns about waste removal, delivery, collection or related elements of our rubbish collection service. Our aim is to respond fairly, quickly and transparently where a client believes that the standard of service has fallen short of reasonable expectations. The policy below applies to complaints about skips, site behaviour, environmental issues and service delivery from our skip hire company.

We recognise that when things go wrong it can cause inconvenience. Mortlake skip hire services will treat every complaint seriously and will record each issue so patterns can be identified and improvements made. This procedure is intended for customers and third parties who use or are affected by our commercial and domestic skip hire operations.

If a matter cannot be resolved informally at the point of delivery or collection, this document explains how to make a formal complaint concerning any aspect of our rubbish removal and skip hire operations and how the complaint will be handled by our team.

How to make a complaint

Complaints should clearly state the issue and include relevant dates, the nature of the service booked (for example, 6‑yard skip, roll-on roll-off, or same-day clearance) and a concise description of the problem. Please supply any supporting evidence such as photos or booking references when available. Mortlake skip company recognises verbal concerns but asks that formal complaints be put in writing where possible to aid accurate investigation.

Scope: this policy covers delivery delays, missed collections, damage allegedly caused by a skip, contamination of loads, hazardous waste concerns and other breaches of our service standards. It does not cover legal disputes about liability beyond operational control; those matters will be dealt with under the relevant contractual or statutory processes.

On receipt of a complaint we will log the issue, acknowledge receipt within our published timeframe and assign a member of staff to investigate. The person handling the complaint will be independent of the day-to-day operations where practicable, to ensure objective review and fair findings.

Investigation, timescales and outcomes

The investigation will involve gathering facts, speaking with the driver or operative involved, reviewing booking and route records, and inspecting any photographic evidence. Typical timescales are set out below, though complex matters such as environmental or third-party site issues may require longer.

• Acknowledgement: within 3 working days of receiving the complaint.
• Initial assessment: within 10 working days to determine whether more information is needed.
• Full response: within 20 working days where a detailed review is required.

Possible outcomes include written explanation, apology, corrective action (such as repeat collection or remedial collection of incorrectly placed waste), process improvement or, where appropriate, an offer of compensation in accordance with our internal compensation policy for the skip hire service area.

All outcomes will be communicated in writing, summarising the investigation, findings and any remedial steps. Where an adjustment to an invoice or an agreed goodwill gesture is offered, the details will be confirmed and implemented within an agreed timeframe. The Mortlake rubbish removal team aims to learn from every incident to reduce recurrence.

Where a complaint concerns alleged environmental or safety risks, we will prioritise investigations and may take immediate remedial steps to protect the public, site staff and the environment. These steps can include temporary suspension of a crew, third-party site assessments or engagement of specialist waste handlers for hazardous materials.

If, after our full response, a complainant remains dissatisfied, they may request a senior review within the organisation. A senior review involves an independent manager examining the original investigation and its conclusions and issuing a final review decision, which will be the internal resolution offered by the skip hire provider.

Records of complaints and outcomes will be retained for a defined period to support continuous improvement of our skip hire operations. We use anonymised summaries of complaint data to inform training for drivers and operatives, refine safety procedures and improve scheduling for rubbish collection and skip placement.

Our commitment is to fairness, clarity and remedial action where appropriate. Mortlake skip hire processes will always aim to be proportionate, taking into account the scale of the issue and the impact on the customer and community.

By following this complaints procedure customers help the skip hire company maintain and improve service standards across collection, delivery and waste handling. We review our complaints policy periodically to reflect regulatory changes and operational best practice.