Storage Acton Complaints Procedure
Storage Acton is committed to providing a reliable and professional storage and removal service. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so that we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and the steps we take to reach a fair resolution.
Scope Of This Complaints Procedure
This procedure applies to complaints about our storage services, our removal and transport services, customer service, billing, documentation, and any issue related to the way we operate. It covers complaints from individual customers, households, and business clients who use our facilities or book our removal services.
This procedure does not cover matters that are being handled by insurers, courts, or other legal bodies, such as personal injury claims or disputes that have already been resolved through a formal legal process. However, we will still record your feedback and use it to review our service standards.
Our Complaints Principles
When dealing with complaints, we follow these key principles:
We make it as easy as possible for you to raise a concern.
We treat all complaints seriously and investigate them fairly.
We aim to respond promptly and keep you informed of progress.
We handle personal information in a confidential and respectful manner.
We use the outcome of complaints to improve our storage and removal services on an ongoing basis.
How To Raise A Complaint
You can raise a complaint with us in writing or verbally. You may wish to set out:
Your full name and any reference details relating to your booking or storage unit.
A clear description of what happened, including relevant dates and locations.
Names or descriptions of any staff involved, if known.
Any evidence you have, such as photographs, inventory lists, or documents.
What outcome you are seeking, for example an explanation, apology, corrective action, or review of charges.
We encourage you to raise your concern as soon as possible after the issue occurs, so that we can investigate while details are still fresh and any evidence is available.
Informal Resolution
In many cases, an issue can be resolved quickly by speaking to a member of the team at the time the problem arises. If you are on site, you can ask to speak to the duty manager to discuss your concerns. For removal services taking place off site, you may raise the issue with the team leader coordinating your move.
We will aim to resolve straightforward issues immediately or within a short period of time. If we agree a solution with you and you are satisfied with the outcome, the matter will be treated as resolved. Even when a complaint is resolved informally, we may still record it so that we can identify patterns and improve our services.
Formal Complaints Process
If your complaint cannot be resolved informally, or you prefer to raise it formally from the outset, we will follow the formal complaints process. This process includes the following stages.
Stage One: Acknowledgement
Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our response.
Stage Two: Investigation
Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in the issue you are raising, where practical. The investigation may include:
Reviewing your booking records, storage agreement, or removal documentation.
Speaking with staff members who were involved in delivering the service.
Checking any relevant photographs, inventory lists, or internal reports.
Assessing whether our policies and procedures were followed correctly.
We may contact you during this stage to ask for further information or clarification.
Stage Three: Response
Following the investigation, we will send you a written response. This will normally include:
A summary of your complaint as we understand it.
Details of the investigation that was carried out.
Our findings and whether your complaint has been upheld in full, in part, or not upheld.
Any steps we will take to resolve the issue, which may include an apology, corrective action, staff training, or review of our procedures.
Where appropriate, information about any further options available to you if you remain dissatisfied.
Timescales
We aim to acknowledge formal complaints within a reasonable period and to provide a full response within a clearly stated timeframe. If, due to the complexity of the issue, we need more time to investigate, we will let you know and explain why additional time is required. We will also keep you updated on the progress of your complaint.
Escalation Of Your Complaint
If you are not satisfied with the outcome of the formal complaints process, you may request that your complaint be reviewed at a higher level within the company. When you ask for an escalation, please explain why you are unhappy with the initial response and what you believe would be a fair outcome.
A senior manager will review the handling of your complaint, the evidence considered, and the decision reached. They may uphold the original decision, change it, or ask for further investigation. We will then provide you with a final response.
Complaints About Damage Or Loss
Where your complaint relates to alleged damage to property or loss of items during storage or removal, we will carefully review the details, including any relevant inventories, condition reports, and images. Depending on the circumstances and the terms of your agreement, we may ask you to engage with any applicable insurance process in parallel with this complaints procedure. Our aim is to work with you to reach a fair and reasonable outcome, taking into account the evidence available and the contractual terms of the service.
Data Protection And Confidentiality
When you make a complaint, we will use the information you provide to investigate and respond. We will treat your personal data in line with applicable data protection requirements and will share details internally only with those who need the information to handle your complaint or improve our services.
Using Complaints To Improve Our Service
We value complaints as a vital source of feedback that helps us refine our storage and removal services. We regularly review complaints data to identify recurring themes, training needs, and areas where our procedures or communication can be strengthened. By following this complaints procedure and learning from every concern raised, Storage Acton aims to deliver a consistent, professional, and trustworthy service to all our customers.
