Storage Stoke Newington Complaints Procedure
This complaints procedure explains how you can raise a concern about our storage or removal services and how we will respond. We are committed to handling every complaint fairly, transparently and promptly, so that any issues are resolved with minimal disruption to your move or storage arrangements.
Our Commitment to You
We aim to provide reliable, secure storage and professional removal services for customers in Stoke Newington and the surrounding areas. If something goes wrong, we want to know about it. Your feedback helps us put things right and improve our service for future customers.
All complaints are taken seriously, handled confidentially, and dealt with by staff who have the authority and training to investigate and respond.
What This Procedure Covers
This procedure applies to any complaint relating to our storage units, access arrangements, removals and packing services, customer service, billing, or the conduct of our staff, contractors or representatives.
You can use this procedure whether you are a private individual, a business customer, or acting on behalf of another person with their permission.
How to Make a Complaint
You can raise a complaint in writing or verbally. To help us investigate quickly and effectively, please provide as much detail as possible, including:
The nature of the problem and how it has affected you, the date and approximate time the issue occurred, any relevant booking or storage reference numbers, the address of the property or storage unit involved, and the names of any staff members you spoke to, if known.
You may also include any supporting evidence you feel is relevant, such as photographs, inventories, or copies of documents. Providing this at an early stage can speed up the investigation and resolution.
Stage One: Frontline Resolution
In many cases, complaints can be resolved quickly by the team member you first dealt with. As a first step, please raise your concern with the staff member on site or the representative who arranged your storage or removal service.
We will attempt to resolve your complaint immediately or within a short period of time. This may involve:
Clarifying any misunderstandings, offering practical solutions, adjusting bookings where possible, or arranging for a manager to contact you.
If you are satisfied with the outcome at this stage, the complaint will be recorded as resolved.
Stage Two: Formal Complaint Review
If you are not satisfied with the initial response, or if the matter is more serious or complex, you can ask for a formal review by a manager. Please explain that you wish to make a formal complaint and provide any additional information that may assist us.
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable timeframe, assign a manager or senior staff member to review the complaint, and carry out a thorough investigation, which may include speaking to staff, reviewing records and checking any relevant documentation.
We aim to provide a full written response as soon as reasonably possible. If we need more time due to the complexity of the matter, we will let you know and keep you updated on progress.
Our Investigation and Response
When investigating your complaint, we will focus on understanding what happened, why it happened, and how we can prevent a recurrence. We will consider the information you provide, our internal records such as booking details, service logs and storage documents, and any relevant industry guidance or internal policies.
Our response will explain our findings, confirm whether your complaint is upheld in full, in part, or not upheld, and outline any corrective action or remedy we propose. This may include an apology, service improvements, practical solutions regarding your storage or removal arrangements, or other appropriate steps.
Escalation if You Remain Dissatisfied
If you remain dissatisfied after our formal review, you can request that your complaint be escalated for a final internal review. At this stage, a senior member of our team who has not been involved in the earlier handling of your complaint will review the case.
They will consider whether the investigation was fair, whether our response was reasonable, and whether any further action is justified. We will provide you with a final response explaining our conclusions and any additional steps we may take.
Time Limits for Raising a Complaint
You should raise any complaint as soon as possible after the issue arises. This helps us access accurate information and address your concerns effectively, especially where storage access, removals schedules, or property condition are involved.
We may still consider complaints raised at a later date, but our ability to investigate fully may be reduced if a significant amount of time has passed.
Confidentiality and Data Protection
All complaints will be handled in line with applicable data protection principles. Information you provide will be used only for the purposes of investigating and resolving your complaint, improving our services, and meeting any legal or regulatory obligations.
Your personal information will be kept secure and will only be shared internally with staff who need it to deal with your complaint.
Learning From Complaints
We view complaints as an important source of feedback. We periodically review complaints data to identify patterns, recurring issues or opportunities to improve our storage and removals services, staff training, communication and customer support processes.
Where appropriate, we will update our procedures and practices to reduce the likelihood of similar issues arising in the future.
Accessibility and Representation
If you require assistance to make a complaint, or if you would like someone to act on your behalf, please let us know. We will make reasonable efforts to support you, which may include accepting complaints via a representative or providing explanations in a clear and straightforward manner.
This complaints procedure is intended to be fair, accessible and easy to understand for all customers using our storage and removal services in and around Stoke Newington.
