Storage Crossness Complaints Procedure
This Complaints Procedure explains how customers using our storage and removal-related services can raise concerns, how we will respond, and what to expect at each stage. Our aim is to resolve any issues quickly, fairly and transparently, and to use all feedback to improve the way we operate.
Our commitment to resolving complaints
We are committed to providing reliable storage and removal support, from booking and collection through to storage, access and onward delivery. If something goes wrong, or if you are unhappy with any aspect of our service, we want to know. We will treat all complaints seriously, investigate them carefully, and do our best to put matters right where we can.
We handle complaints in line with the following principles: fairness, respect, clear communication, timely responses and a focus on practical solutions. We will never treat you less favourably because you have raised a complaint.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our storage or removal services, staff conduct, communication, processes, facilities or charges, where you expect a response or resolution.
Examples of issues that may lead to a complaint include concerns about service quality, handling of belongings, access to stored items, billing queries, delays in collection or delivery, damage reports, or how previous enquiries were managed.
How to raise a complaint
You can raise a complaint verbally or in writing. We recommend putting your concerns in writing so that we have a clear record of the issue and can respond in detail. When submitting a complaint, please provide:
The name on the storage or removal agreement, your reference details or contract number if available, relevant dates and times, a clear description of what went wrong, the impact it has had, and what you would like us to do to resolve the matter.
Providing as much information as possible at the outset helps us investigate more efficiently and avoid unnecessary delays.
Stage one: Early resolution
In many cases, complaints can be resolved quickly by the team member you first speak to or by the local manager responsible for the service. At this first stage we will:
Listen carefully to your concerns, clarify any points we do not fully understand, seek to resolve straightforward issues immediately where possible, and explain clearly what we can and cannot do in response.
We aim to acknowledge complaints at this stage within a reasonable timeframe and to provide a prompt response, normally within ten working days. If we need more time, we will let you know and explain why.
Stage two: Formal investigation
If your complaint cannot be resolved at the early resolution stage, or if you are not satisfied with the initial response, you can ask for a formal investigation. At this stage, your complaint will be reviewed by a senior member of our team who was not directly involved in the original issue wherever reasonably possible.
During the formal investigation, we may contact you to request additional information, supporting documents or clarification of specific points. We may also speak to staff members, review records and examine any relevant service logs.
We will provide a written response setting out our findings, any conclusions we have reached, and any actions we propose to take. We aim to complete the formal investigation and issue a written outcome within twenty working days of receiving the request for escalation, although complex cases may take longer. If additional time is required, we will keep you updated.
Stage three: Further review
If, after receiving the outcome of the formal investigation, you remain dissatisfied, you may request a further review. At this stage, a more senior manager or appointed reviewer will consider whether the complaint has been handled fairly and in line with this procedure.
The reviewer may look again at the information you have already provided, any new evidence submitted, and the decisions made at earlier stages. The purpose of this review is to confirm whether our response was reasonable and complete, and whether any additional steps are needed.
We will normally provide a final written response following this review, explaining our decision and the reasons for it. We will also confirm whether this represents the conclusion of our internal complaints process.
Time limits for raising complaints
To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event, and usually within six months. Complaints made significantly later can be harder to investigate thoroughly, particularly if records are limited or staff have changed.
However, we will always consider the circumstances and may accept complaints outside this timeframe where there is a good reason for the delay and it is still possible to investigate fairly.
Confidentiality and data protection
All complaints are handled in confidence. Information will only be shared with staff who need it in order to investigate and respond. We will store and process any personal data in line with applicable data protection requirements and our internal policies.
We may use anonymised information from complaints to analyse trends, train staff and improve our services, but this will not identify individual customers.
Outcomes and remedies
Depending on the nature of the complaint and the outcome of our investigation, possible remedies may include an explanation or clarification, an apology where appropriate, corrective action, updates to procedures, staff training or, where justified, a suitable gesture of goodwill.
Where there are limitations on what we can offer, for example due to contractual terms or external factors, we will explain these clearly so you understand the basis of our decision.
Using complaints to improve our services
Every complaint is an opportunity to review how we deliver storage and removal-related services and to identify ways to improve. We regularly review complaint outcomes to spot recurring issues, update our processes and support our teams in maintaining high standards.
By following this Complaints Procedure, we aim to ensure that all customers are treated fairly, that genuine concerns are addressed promptly, and that our services continue to develop in response to the feedback we receive.
