Storage Streatham Complaints Procedure
Storage Streatham is committed to providing a reliable, professional service for storage and removals customers. We understand that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our storage or removal services. This includes, but is not limited to, collection and delivery arrangements, conduct of removal staff, handling of goods in transit or in storage, documentation and billing issues, and general customer service. Our aim is to resolve complaints quickly, transparently and professionally.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or expected to receive from Storage Streatham. This may relate to a single incident or a series of issues. We welcome all feedback and encourage customers to raise concerns as soon as they arise so that they can be addressed promptly.
How to Make a Complaint
You can make a complaint in writing or verbally. We recommend submitting your complaint in writing, as this helps ensure that we fully understand the details of your concern. Please include the following information where possible:
Your full name and any reference or job number connected to your storage or removal service; a clear description of your concern, including relevant dates and times; details of any staff members involved, if known; any supporting information relating to your storage unit, removal booking, packing service, or delivery; what you would like us to do to resolve the matter.
If you make your complaint verbally, we may ask you to confirm key details in writing so that we can keep an accurate record. Complaints can be made by customers using our storage facilities, removal services, packing services or any related services we provide.
Our Initial Response
Once we have received your complaint, we will acknowledge it and begin our initial review. We will aim to provide this acknowledgement within a reasonable period of time and will let you know the name or role of the person responsible for handling your complaint. At this stage, we may request additional information or clarification so that we can carry out a thorough investigation.
We aim to resolve straightforward issues quickly, often within a few working days. If your complaint relates to a more complex matter, such as alleged damage to goods in transit or in storage, missed collection windows, or delays in delivery schedules, we may need more time to complete our investigation.
Investigation of Your Complaint
The person handling your complaint will review all relevant information. This may include your booking details, removal inventory, storage agreement, delivery records, internal notes, and any photographs or documents you have provided. Where appropriate, they may also speak with staff members, drivers, porters or warehouse personnel who were involved in handling your goods or managing your booking.
Throughout the investigation, our focus is on understanding what happened, assessing whether our usual standards and procedures were followed, and identifying any steps that may be needed to resolve the issue and prevent it from recurring.
Our Decision and Outcome
When the investigation is complete, we will contact you with a clear explanation of our findings and any decision we have reached. We will outline the reasons for our conclusion, taking into account the information you provided as well as our own records. Where appropriate, we may propose one or more of the following outcomes: an apology and explanation, corrective action such as amending a booking or updating records, practical steps to resolve a service issue, a goodwill gesture, or other remedies where applicable under our terms and relevant law.
If we are unable to uphold your complaint in full, we will explain the reasons for this. Our goal is to be open and transparent, even where the outcome may not fully meet your expectations.
Timescales
We aim to resolve most complaints within a reasonable timeframe. The exact timescale will depend on the complexity of the issues involved, particularly in cases where we must inspect storage units, review removal routes, or check condition reports for your goods. If we need more time than initially anticipated, we will update you and explain the reason for the delay, along with a revised timescale for our response.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint or the way it has been handled, you can ask for your complaint to be reviewed at a higher level within Storage Streatham. This review will be conducted by a senior member of our team who was not directly involved in the original investigation, to ensure a fresh and impartial assessment.
During the escalation, we will re-examine the information you have provided and the steps already taken. We may contact you to request further details or to clarify any outstanding points. Following this review, we will provide you with a final written response.
Your Responsibilities During the Process
To help us deal with your complaint effectively, we ask that you provide accurate information, respond promptly to any requests for further details, treat our staff with respect at all times, and notify us as soon as possible if new information becomes available or if your circumstances change. This cooperative approach helps us to reach a fair and timely outcome.
Learning from Complaints
Storage Streatham views complaints as an important opportunity to learn and improve. We monitor and review complaint trends relating to our storage facilities, removals operations, packing services and customer support processes. Where we identify recurring issues, we may introduce additional training, revise procedures, or adapt our service to better meet customer needs.
Policy Review
This Complaints Procedure is reviewed regularly to ensure that it remains clear, effective and aligned with our commitment to high service standards in both storage and removals. We may update the procedure from time to time. Any changes will apply to complaints raised after the date on which the revised procedure comes into effect.
