Complaints Procedure for Storage Tooting Bec
We are committed to providing reliable storage and removal services and to dealing fairly and promptly with any concerns you may have. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and accessible way to tell us when something has gone wrong with our storage or removal services. It also sets out how we will investigate complaints, what information we may need from you, and the timescales within which we aim to resolve matters.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, collection, delivery, packing, or related customer service. This may include, for example:
Concerns about how your goods were handled or stored.
Issues with the timing or conduct of a removal or delivery.
Disagreement about charges, payments or contract terms.
Concerns about staff behaviour, communication, or customer care.
You do not need to use any special wording to make a complaint. If you tell us you are unhappy with our service and would like it to be investigated, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in writing or by speaking to a member of our team. We encourage written complaints where possible, as it helps us understand the details clearly and provide a thorough response.
When making a complaint, please provide the following information so we can investigate effectively:
Your full name and any relevant reference, such as booking number or invoice number.
The date and location of the service you are complaining about.
A clear description of what went wrong or did not meet your expectations.
Details of any loss, damage, inconvenience or additional costs you believe you have suffered.
What outcome you are seeking, for example an explanation, apology, corrective action or review of charges.
Stage One: Informal Resolution
In many cases, we can resolve concerns quickly and informally. If you raise a complaint with a member of staff at the time of the issue, they will do their best to deal with it immediately or as soon as practically possible.
Where your complaint is made after the service has taken place, we will aim to acknowledge your concern and see if it can be resolved informally within a short period, typically within a few working days. If we cannot resolve your complaint informally, or if the matter is more complex, we will move your complaint to the formal stage.
Stage Two: Formal Complaint and Investigation
If your complaint cannot be resolved informally, or if you prefer a formal review, your complaint will be logged and passed to a responsible manager. They will review the details, gather any relevant information and evidence, and may contact you for further clarification where needed.
We aim to acknowledge formal complaints within a reasonable time and to provide a detailed written response once our investigation is complete. The time needed may vary depending on the complexity of the matter, the availability of staff involved and whether we need additional information from you or from third parties, such as insurers.
Our formal response will usually include:
A summary of your complaint and the issues you raised.
The steps we took to investigate the matter.
Our findings and any conclusions we have reached.
Any remedies or actions we propose, which may include an apology, corrective measures, a goodwill gesture, or confirmation that no further action is considered appropriate.
Matters Involving Loss or Damage
If your complaint concerns alleged loss or damage to goods during storage, loading, transport or delivery, we may need additional information from you, such as inventories, photographs, or receipts. In some cases, we may need to involve our insurers or refer to the terms and conditions that applied to your booking.
Timescales for resolving claims involving loss or damage may be longer than for service complaints, as we must ensure that all relevant evidence is properly considered. We will keep you updated on the progress of such investigations.
Escalation of Your Complaint
If you are not satisfied with the outcome of the formal investigation, you may request that your complaint be reviewed at a higher level within the business. When you ask for an escalation, please explain why you disagree with the response and what further outcome you are seeking.
The escalated review will normally focus on whether the original investigation was fair, whether all relevant information was considered, and whether the outcome was reasonable in light of the evidence and our contractual obligations.
Time Limits for Raising Complaints
To enable us to investigate effectively, we ask that you raise any complaint as soon as possible after the event. For issues such as loss or damage, delays in notifying us may affect our ability to verify facts or to involve insurers. The specific time limits and conditions that apply to claims for loss or damage will be as set out in the terms and conditions for your storage or removal booking.
Our Commitment to Fairness and Improvement
We handle all complaints confidentially and with respect. We do not treat customers differently because they have complained. We see complaints as an opportunity to review our processes, improve our storage and removal services, and enhance training for our team.
Where your complaint highlights a wider issue, we may introduce new procedures, provide additional staff training, or make changes to our systems to reduce the likelihood of similar problems occurring in future.
Records and Data Protection
We keep a record of complaints and how they are resolved. These records help us monitor performance and identify areas for improvement. Any personal data you provide in connection with a complaint will be handled in line with applicable data protection requirements and used only for the purpose of managing and resolving your complaint, or for monitoring and improving our services.
Review of this Complaints Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our services, legal or regulatory requirements, or best practice in the storage and removals sector. The version in force at the time you make your complaint will apply to how we handle your case.
