Complaints Procedure for Storage Feltham
This Complaints Procedure explains how customers of our storage and removal services can raise concerns and how those concerns will be managed. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve our services.
Our Commitment to You
We are committed to providing reliable storage and removals, including packing, handling and transportation. If we fall short of your expectations, we want to know so we can put things right where possible and prevent similar issues in future.
We will always treat complaints seriously, investigate them thoroughly, and respond in a clear and timely way. You will be treated with respect, and your complaint will not affect the way we provide services to you in the future.
What This Procedure Covers
This procedure applies to any dissatisfaction you may have with our services, including but not limited to:
Issues relating to storage facilities, access, security or condition of stored goods.
Concerns about removal services, including packing, loading, transport and unloading.
Customer service issues, including communication, conduct of staff and appointment times.
Administrative issues such as invoicing, billing queries or documentation.
Informal Resolution
Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our service, please raise it with a member of our team as soon as possible, ideally on the day the issue arises.
Where appropriate, our team will aim to resolve your concern immediately or within a short period. This may include clarifying information, arranging a remedial visit for a removal, or identifying a practical solution in relation to your storage.
If you are not satisfied with the outcome of this informal stage, or you prefer to make a formal complaint, you can follow the steps below.
How to Make a Formal Complaint
To help us investigate thoroughly, please set out your complaint in writing. This allows us to keep a clear record of the details and the actions taken. When making a formal complaint, please include:
Your full name and any relevant reference or booking details.
A clear description of your complaint, including dates, times and locations where possible.
Details of any staff members involved, if known.
What outcome you are seeking, for example an explanation, an apology or a proposed remedy.
If your complaint relates to damage or loss connected with storage or removal of goods, please include any supporting information you may have, such as photographs, inventories or delivery notes.
Timescales for Acknowledgement and Response
Once we receive your formal complaint in writing, we will:
Acknowledge your complaint within a reasonable time, confirming that it has been received and is being reviewed.
Provide you with the name or role of the person responsible for handling your complaint.
We aim to provide a full written response after our investigation within a set timeframe. If we are unable to respond within that period because an investigation is still ongoing, we will inform you of the delay and give you an indication of when you can expect a full response.
How We Investigate Complaints
We will review all relevant information, which may include:
Internal records such as booking details, job sheets and inventory lists.
Statements from staff members involved in the storage or removal service.
Any correspondence, photographs or documents you have provided.
For removal-related issues, we may also review route details, timing logs and any incident reports.
We will assess whether our policies and procedures were followed correctly, and whether any additional steps could reasonably have been taken to prevent the problem.
Outcome of Your Complaint
After our investigation, we will send you a clear written response. This will usually include:
A summary of your complaint and the issues you raised.
An explanation of the investigation conducted.
Our findings, including whether your complaint is upheld in full, upheld in part, or not upheld.
Any actions we propose to take, which may include an apology, a practical remedy related to your storage or removal service, a goodwill gesture where appropriate, or steps to improve our internal processes.
Where your complaint relates to potential loss or damage, any consideration of liability will be assessed in line with the terms and conditions agreed for your storage or removal service.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed. In your escalation request, please explain why you disagree with the response and provide any additional information that you believe is relevant.
Your escalated complaint will be reviewed by a more senior member of our team who was not directly involved in the original decision where possible. They will consider the original investigation and any new information you have provided and will issue a further written response.
Using Feedback to Improve Our Services
We value all feedback, both positive and negative. Complaints and concerns help us identify areas where we can improve our storage facilities, our removal operations and our customer service processes.
Where a complaint highlights a recurring issue, we may take steps such as updating staff training, revising procedures for handling goods, reviewing security and access arrangements at storage locations, or improving our communication and documentation.
Confidentiality and Data Protection
All complaints will be handled in confidence, and information will only be shared with those who need it in order to investigate and resolve the matter. Any personal information you provide as part of a complaint will be processed in line with our data protection obligations and retained only for as long as necessary for the purposes of managing and recording the complaint.
Review of This Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for our storage and removal services. We may update it from time to time to reflect changes in our operations, legal requirements or industry best practice.
If you have any questions about this Complaints Procedure, or if anything is unclear, you are welcome to contact us for further clarification before or after making a complaint.
