Storage Newington Complaints Procedure
Storage Newington is committed to providing a professional, reliable and courteous removal and storage service. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.
Purpose of this Complaints Procedure
The aim of this procedure is to give customers a clear and fair route to raise any dissatisfaction with our removal, packing, handling or storage services. It also helps us review and improve how we work. We treat all complaints seriously, whether they relate to customer service, conduct of staff, handling of goods, timings, documentation or any other aspect of our operations.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where a customer would like a response or resolution. This can include, but is not limited to:
Concerns about the quality of our removal services, including loading, transport or delivery. Issues with storage arrangements, access, documentation or invoicing. Concerns about the conduct, behaviour or communication of our team members. Disputes regarding information given before, during or after a move or storage period. Dissatisfaction with how a previous concern has been handled.
You do not need to use any specific wording or form for your communication to be treated as a complaint.
How to Make a Complaint
You may raise a complaint in writing or verbally. Wherever possible, we encourage you to put your complaint in writing, as this can help ensure we fully understand the issue. Please include:
Your full name and any relevant booking or reference details. A clear description of what has gone wrong or what you are unhappy with. Key dates, addresses and locations connected with the move or storage. Any supporting information that may help us investigate, such as inventories or delivery notes. How you would ideally like us to resolve the matter.
If your complaint is made verbally, a member of our team will create a written record of your concerns so that the details are accurately logged and can be properly reviewed.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate team member or manager to review it. We aim to acknowledge your complaint promptly, confirming that it has been received and is being investigated.
During the initial review, we may contact you to clarify any points that are not clear or to request further information. This helps ensure that we fully understand the nature and extent of your concerns from the outset.
Stage Two: Investigation and Response
Your complaint will be investigated by a member of management who has not been directly involved in the issue where possible. They may review documentation, removal or storage records, staff statements, photographs, and any other relevant evidence.
Once the investigation is complete, we will provide a written response setting out:
A summary of the complaint as we understand it. The steps we have taken to investigate the matter. Our findings based on the evidence available. Any offer of remedy, explanation or apology, where appropriate. Any changes we propose to make to our services or processes as a result.
We aim to issue this response within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and update you on progress.
Stage Three: Escalation and Further Review
If you are not satisfied with our initial response, you may request a further review. In this case, your complaint and our previous handling of it will be reconsidered by a more senior member of the team.
The senior reviewer will look again at all the information, assess whether the original investigation was thorough and fair, and decide whether any different outcome is appropriate. You will then receive a final written response setting out our position.
Time Limits for Raising Complaints
We encourage customers to raise any concerns as soon as possible after the event so that we can investigate while information is still readily available. Complaints received a long time after the relevant move or storage period may be more difficult to review in full, but we will still consider them and respond where we can.
Our Commitments When Handling Complaints
Throughout the process, we are committed to:
Treating you with courtesy and respect at all times. Handling your complaint fairly, consistently and without bias. Taking reasonable steps to investigate all relevant points. Communicating clearly and avoiding unnecessary jargon. Keeping records of your complaint and our responses. Using the findings from complaints to improve our removal and storage services.
We will also ensure that raising a complaint does not affect any ongoing or future service we provide to you, unless the relationship has irretrievably broken down and it is no longer possible to act for you.
Confidentiality and Data Protection
Details of your complaint will be handled sensitively and shared only with those who need to know in order to investigate and respond. Any personal data processed as part of your complaint will be managed in line with our data protection obligations.
Learning from Complaints
Complaints provide valuable feedback, helping us refine how we plan removals, manage storage, train our teams and communicate with customers. We regularly review complaints to identify recurring themes, service improvements and training needs. Where appropriate, we will update our internal procedures or guidance to reduce the risk of similar issues occurring in future.
Alternative Resolution
Our aim is always to resolve complaints directly with you wherever possible. If, after completing our procedure, you remain dissatisfied with the outcome, you may wish to seek independent advice or explore alternative dispute resolution options. Any such steps are separate from our internal Complaints Procedure.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our services, industry standards or legal requirements. The version published here represents our current approach to handling complaints at Storage Newington.
