Complaints Procedure for Storage Old Coulsdon
This complaints procedure explains how to raise a concern about our storage and associated removal services, what you can expect from us at each stage, and the standards we work to when resolving issues. Our aim is always to deal with complaints promptly, fairly and transparently, and to use any feedback to improve our services.
Our Commitment to Customers
We aim to provide reliable storage solutions and careful handling of goods in connection with removals and deliveries. If something goes wrong, we want to know about it so that we can put matters right where possible and prevent similar issues in future. We treat every complaint seriously, whether it relates to our facilities, staff conduct, communication, charges, or any part of the storage or removal process.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services that requires a response. This may include concerns about how your items have been handled, the condition of your storage unit, billing issues, how our staff have behaved, or delays and problems with associated removal services. You do not have to use any specific wording for it to be treated as a complaint.
How to Raise a Complaint
You can raise a complaint in person at our premises or in writing. Please provide as much detail as possible so we can investigate effectively. This should include your full name, your storage agreement or reference number if available, the dates and times of the events you are complaining about, a clear description of what went wrong, and what outcome you are seeking. If you have supporting information, such as photographs or documents, please refer to these when you make your complaint.
We encourage you to raise issues as soon as possible after they arise. The sooner we are made aware of a problem, the easier it is to investigate while information is still fresh and records are readily available.
Stage One: Frontline Resolution
In many cases, we can resolve concerns quickly and informally. If you experience a problem, please first speak to a member of staff on site. They will listen to your concerns, clarify any misunderstandings, and, where they are able, put things right immediately. Examples of issues that may be resolved at this stage include access queries, minor billing misunderstandings, or practical issues with your storage unit that can be resolved the same day.
If your concern cannot be resolved straight away, or if you are not satisfied with the initial response, you may escalate your complaint to the formal stage.
Stage Two: Formal Complaint
To make a formal complaint, please set out your concerns in writing and state that you wish your complaint to be treated formally. Once received, we will acknowledge your complaint within a reasonable timeframe. The acknowledgment will confirm that we have received your complaint and advise you of the next steps in the process.
A manager or other appropriate member of the team will then review your complaint. This may include checking internal records, speaking to staff involved, reviewing any relevant documentation, and, where necessary, inspecting the storage area or equipment. We may contact you for further information or clarification if anything is unclear.
We aim to provide a written response once our investigation is complete. In that response we will explain our findings, confirm whether your complaint has been upheld in full or in part, outline any actions we are taking to rectify the situation, and, where appropriate, provide an explanation of any limitations or exclusions that apply under your storage agreement or relevant terms and conditions.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you can ask for your complaint to be reviewed. At this stage, your complaint and our initial handling of it will be reconsidered by a senior member of the team who has not previously been involved in the matter, wherever possible.
During this review, we will reconsider the information you have provided and the steps taken so far. We may contact you to discuss your concerns in more detail and to clarify any remaining points of disagreement. Once the review is complete, we will send you a further written response explaining the outcome and whether any additional steps will be taken.
Timeframes and Communication
We aim to handle all complaints as promptly as is reasonably possible. Actual timeframes can vary depending on the complexity of the issues and the availability of information. Where we need more time to investigate, we will keep you informed of progress and let you know when you can expect an update or final response.
Throughout the process, we will communicate with you in a clear and respectful manner. We ask that you do the same with our staff. Abusive or threatening behaviour may result in communications being limited to writing only, or in serious cases, further action being taken to protect staff safety.
Fairness and Confidentiality
Every complaint is considered on its individual facts. We will approach your complaint with an open mind and without bias. Where a mistake has been made, we will acknowledge it and look at what can reasonably be done to put things right, taking into account our contractual obligations, relevant terms, and the nature of the issue.
Information you provide as part of a complaint will be treated as confidential and will only be shared with staff who need it to investigate and respond. We may also refer to your storage agreement, inventory records connected with removal services, and other relevant documentation.
Using Feedback to Improve Our Service
Complaints and customer feedback are a valuable source of information about how we can improve. We regularly review complaints to identify patterns, training needs, or changes that may be required in our procedures for storage, removals handling, or customer communication. These reviews help us to strengthen our services and reduce the likelihood of similar issues arising in future.
Your Responsibilities
To help us deal with your complaint effectively, please provide accurate and complete information, keep copies of any relevant documents, such as agreements, invoices or photographs, and respond promptly if we ask for further details. Where your complaint relates to damage or loss, you should also carefully check any applicable terms, conditions, and insurance arrangements connected with your storage or removal services.
Closing a Complaint
A complaint will normally be considered closed when we have provided a final written response at the conclusion of our process, or where you confirm that you are satisfied with the outcome at an earlier stage. If we do not hear from you within a reasonable period after sending a response, we may treat the matter as resolved and close the complaint on our system.
This complaints procedure is intended to provide a clear, fair and accessible way for you to raise concerns about Storage Old Coulsdon and for us to address them. We encourage you to contact us whenever you feel something has not met the standard you expected, so that we can work with you to find a suitable resolution.
