Storage Carshalton Complaints Procedure
Storage Carshalton is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, transparent and timely way. This Complaints Procedure explains how you can raise a complaint, what you can expect from us, and how we work to resolve issues and improve our services.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong, so that we can put it right where possible and learn from the experience. It applies to all services we provide, including storage, packing, handling, and removal services.
This procedure is intended for use by individual and business customers who feel dissatisfied with any aspect of our services or conduct, including service quality, communication, billing, handling of goods, or the behaviour of our staff or contractors.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, for example:
Concerns about the condition or handling of stored or transported items. Dissatisfaction with the standard of our removal or storage services. Issues relating to service delays, missed appointments or poor communication. Disputes regarding charges or clarity of information about fees. Concerns about staff behaviour, professionalism or conduct.
If you are unsure whether your concern is a complaint, you can still raise it using this procedure and we will treat it appropriately.
How to Make a Complaint
You can raise a complaint in writing, or verbally to a member of our team. When you contact us, please provide as much detail as possible so we can understand and investigate the issue effectively. This should include:
Your full name and any reference details relating to your booking or storage agreement. A clear description of what has gone wrong and when it happened. Any relevant supporting information, such as inventories, photographs, or copies of documents. An indication of what outcome you are seeking, for example an explanation, apology, correction or compensation.
If your complaint is made verbally, we may ask you to confirm key details in writing so that we have an accurate record of your concerns.
Our Commitment When You Complain
When we receive a complaint, we aim to handle it in a way that is fair, consistent and respectful. We will:
Acknowledge your complaint and keep a record of it. Treat your complaint seriously and investigate it thoroughly. Be objective and consider all available information. Respect your privacy and handle information in line with data protection requirements. Explain our findings clearly and give you a reasoned response.
We aim to resolve most complaints at an early stage, without unnecessary delay, while still carrying out an appropriate review of what has happened.
Step One: Informal Resolution
In the first instance, complaints are usually handled by the member of staff or team responsible for the service you have received. Many issues can be resolved quickly through discussion, clarification or an immediate corrective action.
At this stage, we will:
Listen to your concerns and ask questions to understand the situation. Check any relevant records relating to your storage or removal service. Try to agree a practical solution with you, where appropriate. Confirm any agreed actions and timescales.
If you are not satisfied with the outcome of this informal stage, you can ask for your complaint to be escalated and reviewed more formally.
Step Two: Formal Complaint Review
If your complaint cannot be resolved informally, it will be escalated to management for a formal review. At this stage, a manager who has not been directly involved in the matter will usually take responsibility for investigating your complaint.
During the formal review, we may:
Examine relevant records, documents and communications. Speak with staff members involved in providing your service. Request further information or clarification from you, if needed. Assess whether our policies and procedures have been followed correctly.
After the review is complete, we will provide you with a written response setting out:
A summary of your complaint. The steps we have taken to investigate the matter. Our findings and any conclusions reached. Any actions we will take to put things right, where appropriate.
Timescales for Handling Complaints
We aim to acknowledge your complaint as soon as reasonably possible. We then aim to provide a full response after we have completed our investigation, usually within a reasonable and proportionate timeframe depending on the complexity of the issue.
If, due to the nature of your complaint, we expect our investigation to take longer, we will keep you informed of our progress and let you know when you can expect a further update or final response.
Outcomes and Remedies
Where our investigation shows that our service has fallen below the standards we aim to deliver, we will consider appropriate remedies. These may include one or more of the following:
An explanation of what occurred and why. A genuine apology for any inconvenience or distress caused. Corrective action to address any ongoing issues. Changes to internal procedures, training or supervision to reduce the risk of a similar issue recurring. Where applicable, consideration of redress in line with our terms and conditions and any relevant legal obligations.
Complaints About Removal Services
We take particular care with complaints related to removal services, including packing, loading, transport and unloading. If you believe that items have been lost, damaged or mishandled, please raise this with us as soon as possible, providing clear details and any supporting evidence you may have.
We will investigate such complaints with reference to your inventory, service agreement and any relevant photographs or delivery notes. Any resolution will be considered in line with the specific terms and conditions that applied at the time of your removal service.
Continuous Improvement
Every complaint is an opportunity for us to review how we work and to improve the service we offer. We regularly assess complaints data to identify recurring themes, service weaknesses or training needs. Where necessary, we update our processes, guidance and staff training to help prevent similar issues arising in the future.
Confidentiality and Data Protection
We treat all complaints in confidence. Information you provide during the complaints process is used only for the purpose of investigating and responding to your concerns, and for improving our services. Your personal information is handled in accordance with our data protection responsibilities.
Further Questions About This Procedure
If you have any questions about how this Complaints Procedure works, or if you require assistance in making a complaint, please contact us and a member of our team will guide you through the process. We are committed to dealing with all concerns fairly and to maintaining the trust of our storage and removal customers.
