Storage Selsdon Complaints Procedure
This Complaints Procedure explains how Storage Selsdon handles concerns and complaints about our storage and removal services. We aim to provide a professional, reliable and courteous service at all times. If something goes wrong, we want to know so that we can put it right, learn from the experience and improve our services for all customers.
Our Commitment to You
Storage Selsdon is committed to treating every complaint fairly, consistently and promptly. We will always aim to:
Listen carefully to your concerns and understand what has gone wrong from your point of view. Treat you with courtesy and respect at every stage of the process. Investigate matters thoroughly and objectively. Provide a clear, reasoned response and, where appropriate, offer suitable remedies or explanations. Use feedback from complaints to improve how we manage storage, removals and related services in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether written or spoken, about any aspect of our services. This may include issues related to collection, packing, loading, transport, delivery, storage, handling of goods, communication, billing or the conduct of our staff or contractors. Complaints can be made by any customer who has used, or is using, our services, or by someone acting with their authority.
Raising a Concern Informally
We encourage customers to raise any issues as soon as possible, ideally while our team is still on site or shortly after the service has been provided. Many concerns can be addressed quickly and informally by discussing them with a member of staff or the manager overseeing your removal or storage arrangements. Where appropriate and where you are satisfied with the outcome, this informal step may resolve the matter without the need for a formal complaint.
How to Make a Formal Complaint
If your concern cannot be resolved informally, or you prefer to raise it more formally, you can submit a complaint in writing. Please provide as much detail as you can so that we can understand and investigate the matter properly. Helpful information includes your full name, service address, details of the services provided, relevant dates and times, a description of what went wrong and what outcome you are seeking. The more information you provide, the easier it is for us to investigate.
Time Limits for Making a Complaint
We ask that complaints are made as soon as reasonably possible after the issue arises. For service quality issues, it is generally best to contact us within a short period of the move or storage service so that we can review records, speak to staff involved and inspect any relevant items if needed. In all cases we will consider the circumstances and may still investigate older complaints where practical.
Our Complaint Handling Stages
We operate a clear, staged process so you know what to expect once you have raised a complaint.
Stage One: Acknowledgement
Once we receive your complaint, we will record it and acknowledge it in writing. We will normally do this within a reasonable number of working days. The acknowledgement will confirm that we have received your complaint and outline the next steps, including the expected timescale for our investigation and response.
Stage Two: Investigation
A manager or suitably experienced member of our team will investigate your complaint. This may include reviewing paperwork and booking details, examining any relevant photographs or records, speaking to staff, drivers or porters involved in your removal or storage, and, where appropriate, considering any industry guidance or internal procedures. During the investigation we may contact you to clarify details or request additional information.
Stage Three: Response
After completing our investigation, we will send you a written response. This will explain the outcome of our review, any findings we have made and the reasons behind our conclusions. Where we identify that something has gone wrong on our part, we will outline what we propose to do to put matters right as far as reasonably possible. This may include an apology, corrective action or other appropriate steps, taking into account the nature of the issue and any applicable terms and conditions.
Timescales for Response
We aim to provide a full response within a reasonable timeframe. The exact time needed will depend on the complexity of the complaint, the availability of staff and any additional information we may need from you or third parties. If we are unable to provide a full response within our usual timescale, we will keep you informed, explain the reasons for the delay and give an updated expected response date.
If You Remain Dissatisfied
If you are not satisfied with our response, you should contact us again, explaining why you remain unhappy and what you feel has not been addressed. Where possible, a more senior member of our team will review the complaint, the investigation carried out and the response issued. They may decide to uphold the original decision, change it in light of new information or make further enquiries before reaching a conclusion. We will then provide a final written response.
Fairness and Confidentiality
We will treat your complaint with sensitivity and confidentiality. Information will only be shared internally with those who need it to investigate or resolve the matter. We expect our staff to handle complaints professionally and we will not tolerate any form of retaliation or disadvantage towards any customer who makes a complaint in good faith.
Learning from Complaints
Storage Selsdon uses complaints and feedback to review how we deliver our storage and removal services. We may adjust our procedures, provide additional training, update documentation or improve communication with customers, based on themes or issues identified through complaints. By telling us when things do not go to plan, you help us improve the service for you and for future customers.
Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry practice. Any revised version will apply to complaints raised after the date of publication. We recommend that customers review this page periodically if they wish to stay informed about how we handle complaints.
