Complaints Procedure — Millbank Skip Hire

Purpose: This procedure sets out how our skip hire and rubbish removal service handles complaints fairly and consistently. We aim to resolve concerns quickly and to learn from every issue to improve our waste collection and skip hire operations. Customers can expect clear steps from the moment they raise a concern to final resolution. This document applies to all services provided by Millbank Skip Hire including skip delivery, pick-up, rubbish disposal and associated site handling.

Our commitment is to treat every complaint with respect and professionalism. Complaints may relate to late or missed collections, damage during skip placement, incorrect billing, or perceived poor service by our waste management teams. We record and monitor all complaints to identify trends in our refuse removal and skip hire company services so corrective actions can be taken. Expectations include a timely acknowledgement, a transparent investigation, and a clear outcome communicated to the complainant.

How to Make a Complaint

If you are dissatisfied with any aspect of our skip hire or rubbish collection service, please tell us promptly. Provide a clear summary of the issue, relevant dates, the location of service (general area description only, no sensitive personal details), and any supporting evidence such as photographs or booking references. Complaints can be made in writing or verbally; wherever possible, we ask for a written summary to aid investigation. Our process is designed to be accessible and straightforward for all customers of the waste collection and rubbish removal operations.

On receipt of a complaint we will acknowledge it within a set timeframe and assign a case reference to help track progress. A designated complaints handler will lead the investigation, gathering statements from staff involved in skip placement, transport, and disposal, and reviewing operational records. We aim to provide an initial response outlining the steps we will take within five working days, and a full response as quickly as possible depending on the complexity of the issue and whether external partners are involved in the rubbish removal chain.

Investigation and Resolution

The investigation will seek to establish the facts, consider the customer’s expectations, and determine appropriate remedies. Remedies can include an apology, operational corrective actions, re-performance of service, or proportionate compensation where justified. All decisions are based on evidence and aligned with the standards expected from a professional skip hire company and waste services provider. If a complaint highlights a safety or environmental risk, we will prioritise immediate action and escalate internally to ensure compliance and prevention of recurrence.

Where a complaint requires input from third-party contractors or disposal facilities, we will keep the complainant informed of progress. We maintain a record of actions taken and lessons learned so that refusals, missed collections, contamination issues, or vehicle damage are less likely to happen again. If additional information is requested, prompt cooperation from the complainant helps speed resolution. Transparency and ongoing communication are central to resolving disputes constructively.

Appeals and Escalation: If the complainant is not satisfied with the outcome, they may request a review. The review will be conducted by a senior manager who was not involved in the original decision. The review focusses on whether the initial investigation was thorough, whether the remedy was proportionate, and whether policies were applied correctly. Our goal is to reach a fair resolution through internal review, and to avoid the need for external escalation wherever possible.

Standards and Continuous Improvement: We use complaint data to improve staff training, scheduling, routing of skip deliveries, and handling protocols for hazardous or mixed rubbish. Regular audits of our waste management workflows ensure compliance with statutory obligations and company standards. When systemic issues are identified, action plans are created, monitored, and reported internally so that the skip hire company reduces repeated failures and improves customer experience over time.

Recording and Confidentiality: All complaints are logged and retained for a defined period to support trend analysis and governance. Personal data in the complaint is handled with care and processed in line with data protection principles; details are only used to investigate and resolve the matter. Confidentiality is respected, and information is shared only with those who need it for the investigation or remedy. Records include the nature of the complaint, investigation findings, remedial actions, timescales, and the final outcome.

Timescales and Expectations: We endeavour to conclude straightforward complaints within 10 to 20 working days. Complex cases involving multiple parties, environmental investigations, or subsupplier input may take longer; in such cases we provide regular updates. Customers will receive confirmation when a case is closed, including any remedies applied and what steps were taken to prevent recurrence. Prompt reporting of issues by customers helps us act faster and more effectively.

Responsibilities: Millbank Skip Hire staff are responsible for following operational procedures that minimise service failures. Customers are asked to provide correct information at booking and to follow guidance for placing skips and segregating waste. Collaboration between customers and the skip hire team supports efficient rubbish removal and reduces the likelihood of disputes. Where misunderstandings occur, our complaints process seeks to clarify and, where appropriate, improve the service for future bookings.

Review of This Procedure: This complaints procedure is reviewed periodically to ensure it remains effective for modern refuse removal and skip hire services. We are committed to continuous improvement, learning from each complaint, and enhancing our performance as a reliable waste collection and skip hire provider. If you have concerns, please use this process; it helps us maintain a high standard across our rubbish removal operations.