Complaints Procedure — Temple Skip Hire

This document sets out the formal complaints procedure for Temple Skip Hire, the regional skip hire and rubbish removal provider. It explains how concerns about our skip hire service, waste collection, delivery and collection scheduling, or site conduct will be handled. The procedure applies to complaints about the company as a skip and rubbish company, whether relating to contractual performance, damage, safety, or customer service. It is written to be fair, transparent and legally robust while remaining practical for our rubbish collection service area.

Scope and principles: We aim to process complaints objectively and efficiently. Our objectives are to acknowledge complaints promptly, investigate them thoroughly, and provide clear outcomes and, where appropriate, remedies. This procedure emphasises impartiality, confidentiality, and continuous improvement. It is not a guide to general service use, nor a promotional statement; rather it is a formal policy for dispute resolution.

Raising a complaint

To raise a complaint about any aspect of the Temple skips service or the wider rubbish company operations, please provide a clear description of the issue, relevant dates and locations, and any available evidence such as photographs or booking references. Complaints should include:

• Nature of the complaint — a concise statement of what went wrong;
• Relevant supporting items — for example, images of damage or missed collections;
• Desired outcome — what resolution you are seeking.

We will accept complaints from customers, third parties affected by our operations, or authorised representatives acting on behalf of a customer.

Acknowledgement and timescales

On receipt of a formal complaint we will issue an acknowledgement. We aim to provide an initial acknowledgement within 5 working days of receipt. The acknowledgement will summarise the complaint, outline the next steps, and identify the person responsible for handling the matter. Where immediate safety concerns are raised, these will be prioritised and addressed without delay.

Investigation process

All complaints are investigated by an appointed complaints handler who is independent from the service team if practicable. The investigation will include review of booking data, crew reports, photographs, and any other relevant evidence. We may interview staff or contractors involved and review CCTV or vehicle telematics where available. Throughout the investigation we will:

• Record all relevant correspondence and evidence;
• Assess the service delivery against contractual terms and regulatory requirements;
• Determine whether operational failures occurred and their cause;

Investigations will be completed as quickly as possible. Complex cases may take longer; where this happens we will inform the complainant of anticipated extended timescales and reasons for the delay.

Resolution and remedies — Following the investigation we will set out our findings and, where appropriate, propose a remedy. Remedies may include an apology, corrective operational measures, remedial repairs or replacements where damage has occurred, or, in limited circumstances, compensation in line with our internal policies. All proposed remedies are made without admission of legal liability and are intended to fairly address substantiated failures in the skip hire or rubbish collection service. If a complaint is not upheld, we will explain the reasons clearly.

Escalation and appeals

If you are not satisfied with the initial outcome you may ask for an internal review. The request for an internal appeal should state new information or explain why the initial decision is contested. The internal review will be conducted by a senior manager or a panel who were not involved in the first decision. Appeals will be acknowledged and concluded within an additional set timeframe, typically within 20 working days, unless further investigation is necessary.

Record-keeping, confidentiality and data protection: We will maintain a confidential record of all complaints, investigations and outcomes. Records are retained in accordance with our data retention policy and privacy obligations. Personal data collected during complaint handling will be processed lawfully, fairly and in accordance with applicable data protection regulations. Complainants should note that limited information may be shared with operational staff or contractors where necessary to investigate and resolve the complaint.

Continuous improvement and legal notes: Trends from complaints are reviewed regularly to identify systemic issues within our skip hire and rubbish removal operations. We use lessons learned to update procedures, training and safety measures. This complaints procedure does not alter statutory rights or preclude access to external dispute resolution mechanisms where available. It is not intended to provide legal advice. Any references to timeframes and remedies are internal policy commitments rather than contractual guarantees.

Final provisions: Our aim is to ensure complaints about the Temple Skip Hire service area are handled fairly and consistently. This policy will be reviewed periodically to reflect operational changes or legislative developments. By maintaining a clear process for complaints, we seek to improve performance across our rubbish company services and maintain public confidence in the safe, reliable management of skips, collections and associated activities.

Note: This complaints procedure is a formal company policy and should be read alongside any contractual terms governing service provision. It is designed to be accessible, proportionate and to support timely resolution without needing external escalation, while preserving the right to seek independent remedies where applicable.

Definitions: For the purposes of this document, Temple Skip Hire includes affiliated operational teams, drivers, and authorised contractors engaged in the supply, placement, collection and management of skips and associated rubbish collection services.