Complaints Procedure for Storage New Addington Customers
This complaints procedure explains how customers using our storage and removal services in and around New Addington can raise concerns, how we will respond, and the standards you can expect from us. We are committed to handling all complaints fairly, consistently and in a timely manner, with the aim of resolving issues and improving our service.
Our commitment to you
We aim to provide a professional, reliable and careful service, whether you are using our storage facilities, local removals, or longer distance moving services. If things go wrong, we want to know about it. Complaints are taken seriously and are used as an opportunity to put matters right and to prevent similar issues from happening again.
We will always aim to:
Respond to your complaint promptly and courteously.
Investigate your concerns thoroughly and impartially.
Keep you informed about the progress of your complaint.
Provide a clear explanation of our findings and any proposed resolution.
Use feedback to improve our storage, handling and removal processes.
What this procedure covers
This procedure applies to complaints about our storage services, packing, loading and unloading, local and longer distance removals, customer service, billing, administration, and any other aspect of our work under your agreement with us.
It does not cover complaints about matters that are wholly outside our control, such as delays caused by road closures or extreme weather, or disputes between you and third parties. However, we will always try to explain clearly what we can and cannot do in response to your concerns.
How to make a complaint
You can raise a complaint verbally or in writing. Although we are happy to discuss concerns by phone or in person, we encourage written complaints where possible, so that we can clearly understand all the details and respond more effectively.
When making a complaint, please provide as much information as you can, including:
Your full name and any reference related to your storage or removal booking.
Details of the service you used, such as storage unit or removal date.
A clear description of what went wrong and when it occurred.
Names of any staff members involved, if known.
Any supporting information, such as photographs or inventory details.
What outcome or resolution you are seeking, if you have a particular preference.
Stage one: Initial resolution
In the first instance, we will try to resolve your complaint informally and as quickly as possible. This will usually be handled by the member of staff you initially dealt with or by a supervisor directly responsible for the storage or removal job in question.
We will aim to acknowledge your complaint within a reasonable timeframe and, where possible, resolve it at this stage. If we need more information from you, we will ask for it promptly so that we can progress the matter.
Stage two: Formal investigation
If you are not satisfied with the outcome at stage one, or if the issue is more serious or complex, your complaint will be escalated to a manager for a formal investigation.
During the formal investigation, we may:
Review your agreement, inventory and any relevant paperwork.
Examine staff reports, job sheets and storage records.
Consider photographs, damage reports or other evidence you provide.
Speak to team members involved in your storage or removal service.
We will aim to provide a written response within a reasonable period, explaining:
What we have investigated.
What we have found.
Whether your complaint has been upheld in full, in part, or not upheld.
Any steps we have already taken and any measures we propose to resolve the matter.
Possible outcomes and remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An apology and explanation of what went wrong.
Corrective action, such as putting right an error in records or billing.
Service improvements to prevent a similar issue happening again.
Where appropriate and in line with our terms and conditions, consideration of compensation or contribution to costs, particularly in relation to proven loss or damage associated with storage or removal services.
Any remedy will be offered in accordance with our contract with you and any applicable legal requirements.
Timescales
We aim to deal with all complaints as promptly as possible. The time needed may vary depending on the complexity of the issue, the availability of information and whether a site visit or further inspection is required.
If we cannot provide a full response within our normal target timescales, we will let you know and explain the reasons for the delay, along with an updated timeframe.
Your responsibilities
To help us handle your complaint effectively, we ask that you:
Raise concerns as soon as reasonably possible after the issue occurs.
Provide accurate and complete information to support your complaint.
Retain any relevant documents, photographs or inventories.
Allow us reasonable access to inspect any alleged damage or issues related to storage or removals where necessary.
Communicate with our staff in a respectful and constructive manner.
Recording and monitoring complaints
All formal complaints are recorded so that we can monitor trends, identify recurring issues and review the effectiveness of our procedures. Information from complaints may be used to provide additional staff training, to improve our storage processes, handling methods, packing standards and removal planning.
We will retain complaint records in line with our data protection and retention policies. Personal information will be handled securely and used only for managing your complaint and improving our services.
Review of this complaints procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our storage and removal services in New Addington and surrounding areas. We may update the procedure from time to time to reflect changes in industry practice, legislation or our own operational processes.
By setting out this process, we aim to give you confidence that any concerns you raise will be treated seriously, investigated properly and used to maintain and improve the quality of our service.
