Storage North Sheen Complaints Procedure
Storage North Sheen is committed to providing reliable storage and removals services and to dealing fairly and promptly with any concerns. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.
Purpose Of This Complaints Procedure
The aim of this procedure is to ensure that any dissatisfaction with our storage or removal services is handled in a transparent, consistent, and timely manner. We use feedback to improve the way we manage goods in storage, carry out collections and deliveries, and support customers before, during, and after their move.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may relate to:
Issues with storage arrangements, access, or account administration.
Concerns about the handling, packing, loading, transportation, or unloading of your belongings.
Delays, missed appointments, or communication problems regarding your move or storage booking.
Conduct, attitude, or professionalism of our staff or contractors.
Any aspect of our policies, charges, or how they have been explained or applied.
How To Make A Complaint
You can raise a complaint in any reasonable way. We encourage you to contact us as soon as possible so that we can investigate while events are still recent and information is readily available.
Speaking To Us Informally
In the first instance, we recommend that you speak to the team member you have been dealing with or a duty manager. Many issues can be resolved quickly through discussion, for example by clarifying arrangements, adjusting dates, or correcting billing errors.
Making A Formal Complaint
If you are not satisfied with the outcome of an informal discussion, or if you prefer to raise a formal complaint immediately, please set out:
Your full name and, if relevant, your company name.
Details of your storage unit or removals booking, such as dates and reference numbers if available.
A clear description of what went wrong, including key dates, times, and locations.
The impact the issue has had on you.
What outcome or resolution you are seeking.
Please submit your complaint in writing so that we have a clear record. You may provide supporting evidence where appropriate, such as photographs, inventories, or correspondence.
Our Complaints Handling Process
We aim to handle every complaint fairly, consistently, and within reasonable timescales. We will always treat you with respect, and we expect the same courtesy in return.
Acknowledgement
We will acknowledge your formal complaint as soon as reasonably practicable. In this acknowledgement we will confirm that we have received your complaint, outline the next steps, and indicate the expected time frame for our investigation and response.
Investigation
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the matter being complained about wherever possible. The investigation may include:
Reviewing your account records, booking details, and any relevant documentation or photographs.
Speaking with staff members or contractors who were involved in your storage or removals service.
Checking any applicable policies, procedures, and terms and conditions.
Assessing any alleged loss or damage and how it occurred, including how items were packed, handled, and stored.
Response
Once the investigation is complete, we will send you a written response setting out:
A summary of your complaint.
The steps we took to investigate.
Our findings and any conclusions reached.
Any proposals for resolving the matter, where appropriate.
We aim to provide a full response within a reasonable time. If, due to the complexity of the complaint or the need to gather additional information, we cannot meet this timeframe, we will let you know and explain when you can expect a full reply.
Possible Outcomes And Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:
An explanation or clarification.
An apology where we have fallen short of our standards.
Correction of records, invoices, or service arrangements.
Practical steps to put matters right where reasonably possible.
Consideration of compensation or goodwill gestures where appropriate and subject to our terms, conditions, and any applicable insurance cover.
We will explain clearly what we can and cannot do, and the reasons for our decision.
If You Remain Dissatisfied
If you disagree with our response, you may ask for your complaint to be reviewed by a more senior manager, who will consider whether the complaint has been handled fairly and whether the outcome is reasonable in light of the evidence and our obligations. They may uphold, vary, or overturn the original decision, and will provide their conclusions to you in writing.
Complaints About Loss Or Damage
If your complaint involves alleged loss of or damage to goods in storage or during removal, it is important that you notify us as soon as you become aware of the issue. This helps us to:
Inspect the items or storage area where possible.
Check inventories, condition reports, and any packing notes.
Review handling and transportation records, including timings and routes.
We may request supporting information such as photographs, purchase details, or professional reports to assist in assessing the complaint. Any consideration of compensation will be guided by our contract terms and any relevant insurance arrangements.
Using Feedback To Improve Our Services
Complaints and feedback play an important role in maintaining and improving the quality of our storage and removals services. We regularly review complaints data to identify patterns, training needs, or processes that should be updated. Where a complaint highlights a wider issue, we will take steps to prevent a recurrence and to improve the experience of future customers.
Confidentiality And Data Protection
All complaints are handled with appropriate confidentiality. Information will be shared only with those who need it to investigate and resolve the matter, or where we are required to do so by law. We will process any personal data in line with our data protection responsibilities.
Accessibility And Assistance
We want our complaints process to be accessible to all customers. If you need assistance in making a complaint or require us to communicate with you in a particular way, please let us know so that we can make reasonable adjustments where possible.
