Storage Haggerston Complaints Procedure
This Complaints Procedure explains how Storage Haggerston manages concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to improve the way we operate.
1. Purpose of this Procedure
The purpose of this procedure is to provide a clear route for customers to raise concerns about any aspect of our storage or removal services, including bookings, handling of belongings, customer service, billing, access, or the condition of our facilities. It also explains how we will respond, investigate, and communicate our findings.
2. What We Classify as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage or removals, where a response or resolution is expected. This includes situations where you feel that we have:
• Not provided our service as agreed or with reasonable care and skill
• Failed to communicate clearly or within a reasonable time
• Acted in a way you believe is unfair, misleading, or unprofessional
• Caused damage or loss to your property
• Failed to put something right after you raised it informally
You do not have to use the word “complaint” for us to treat your concern seriously.
3. Raising a Concern Informally
Where possible, we encourage customers to raise issues informally, as many concerns can be resolved quickly by our team. You can explain the problem to a member of staff during your visit or when interacting with our removals team on the day of service. Provide as much detail as you can, including dates, times, and what outcome you are seeking. We will aim to resolve informal issues immediately or within a short time frame where practical.
4. Making a Formal Complaint
If your concern cannot be resolved informally, or if you prefer to use a more structured process, you can make a formal complaint. When submitting a formal complaint, please include:
• Your full name and any relevant booking or account references
• A clear description of what happened and when
• The area of service involved, such as storage unit hire or removal service
• Any supporting information, such as photographs or written notes
• Details of any previous discussions you have had with our team
• The outcome you would consider fair and reasonable
Complaints should be made as soon as possible after the issue arises. Timely complaints help ensure that evidence and recollections are clear and that we can address any ongoing issues promptly.
5. How We Acknowledge Your Complaint
Once we receive a formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement we will:
• Confirm that we have received your complaint
• Outline the next steps in the process
• Provide an estimated timescale for our investigation and response
• Request any further details we may need to understand the matter fully
We may contact you to clarify information or to discuss your expectations and preferred outcomes in more detail.
6. Investigation Process
Your complaint will be reviewed by an appropriate member of the management team who is not directly involved in the day-to-day handling of the issue where possible. Our investigation may include:
• Reviewing booking records, inventories, or access logs
• Speaking with staff members involved in your storage or removal service
• Inspecting any relevant areas of the premises or vehicles
• Reviewing any photographs, documents, or other evidence you provide
We aim to conduct investigations promptly while ensuring they are thorough and fair to all parties.
7. Our Response and Possible Outcomes
After completing our investigation, we will provide a clear written response. This will usually include:
• A summary of your complaint
• An explanation of what we have investigated
• Our findings and any conclusions we have reached
• Details of any corrective actions or remedies we propose
Depending on the circumstances, outcomes may include an apology, corrective action to improve service, practical steps to address the issue, or other appropriate remedies in line with our terms and any applicable legal requirements.
8. Timeframes
We aim to resolve most complaints within a reasonable time, depending on complexity and the availability of relevant information. Where we anticipate that an investigation will take longer than initially indicated, we will keep you updated and provide revised timescales. Our priority is to deal with complaints thoroughly while avoiding unnecessary delays.
9. If You Are Not Satisfied with the Outcome
If you remain dissatisfied with our response, you may ask us to review the decision. In your request for review, please explain why you believe the outcome is not fair, accurate, or complete, and include any additional information that may not have been considered previously. A senior member of our team will then reassess the complaint and our original findings, and will issue a final position statement.
10. Our Commitment to Fair Treatment
We treat all complaints seriously and handle them with respect, confidentiality, and impartiality. Raising a complaint will not affect your right to use our storage or removal services, and our staff are expected to engage with all complainants in a professional and courteous manner at all times.
11. Using Feedback to Improve Our Services
Complaints and customer feedback help us identify areas where we can improve. We regularly review complaints to recognise patterns, update staff training, refine procedures for storage and removals, and enhance our overall customer experience. By following this Complaints Procedure, we aim not only to resolve individual issues but also to reduce the likelihood of similar concerns arising in the future.
12. Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and consistent with our operational practices and any relevant legal or regulatory guidance. Updates will be applied as needed to reflect changes in our services, including storage arrangements and removal operations.
