Storage Eltham Complaints Procedure
Storage Eltham is committed to providing a reliable and professional service across our storage and removals operations. We recognise 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 services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for customers who wish to complain about any aspect of our storage or removal services. This includes, but is not limited to, booking, collection, transport, handling of goods, storage conditions, delivery, invoicing and customer service.
This procedure aims to ensure that all complaints are handled promptly, consistently and transparently, and that appropriate steps are taken to resolve issues and prevent them from recurring.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, policies or processes, where you are looking for a response or resolution. This includes concerns about:
Service quality, including collection, loading, transport, offloading or storage of your belongings. Staff behaviour or conduct during enquiries, surveys, removals or storage arrangements. Delays, cancellations or missed appointments related to removals or access to storage. Accuracy of information provided before, during or after your move or storage term. Charges applied to your account, including deposits, fees or additional costs.
If you are uncertain whether your concern counts as a complaint, we encourage you to raise it with us so that we can clarify and assist.
How to Make a Complaint
You can make a complaint verbally or in writing. We recommend putting your complaint in writing so that there is a clear record of the issues you wish to raise. When submitting your complaint, please provide the following information where possible:
Your full name and any reference number or booking details connected to your storage or removal service. The dates and locations relating to the issue, such as collection date, delivery date or storage period. A clear description of what happened, including the events you are unhappy about and the impact on you. Details of any staff members or third parties involved, if known. Copies of any relevant documents you wish us to consider, such as inventories, quotations or invoices. An outline of what you would consider a reasonable resolution.
This information will help us investigate your complaint efficiently and respond more thoroughly.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal complaints log. We will acknowledge receipt as soon as reasonably practicable, confirming that we have received your complaint and advising you of the next steps in the process.
At this stage, we may contact you to clarify details or request additional information. Our aim is to fully understand your concerns before proceeding to a detailed investigation.
Stage Two: Investigation
Your complaint will be reviewed by an appropriate member of our management team who has not been directly involved in the matter where possible. The investigation may include:
Reviewing your written account and any supporting documents. Checking relevant paperwork, including contracts, inventories, schedules and invoices. Speaking with team members who were involved in your storage or removal services. Considering our policies, procedures and any applicable industry guidance.
We will strive to complete our investigation within a reasonable timeframe. If the investigation is likely to take longer, we will keep you informed of the progress and the expected timescale for a full response.
Stage Three: Our Response
Following the investigation, we will provide you with a written response. This will typically include:
A summary of your complaint and the issues we have investigated. An outline of our investigation and the information we relied upon. Our findings and whether we uphold your complaint in full, in part, or not at all. Any steps we propose to resolve the matter, which may include explanations, apologies, corrective actions or, where appropriate, financial or practical remedies. Details of any further options open to you if you remain dissatisfied.
We aim to ensure our response is clear, respectful and easy to understand.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask us to review the complaint again. In this case, where possible, a senior member of our team who has not previously been involved in the matter will reconsider your complaint and our earlier decision.
During this review, we will look at whether the complaint was handled fairly and in line with this procedure, and whether our conclusions remain appropriate based on the evidence available. We will then provide you with a final written outcome.
Time Limits for Making a Complaint
We encourage you to raise any concerns as soon as possible after the issue arises. This helps us to access accurate information and address matters more effectively. As a general guide, complaints relating to removal services, transit of goods or storage conditions should be raised promptly once you become aware of a potential problem.
Where significant time has passed, it may be more difficult for us to investigate fully, but we will still consider the information you provide and respond as fairly as we can.
Confidentiality and Data Protection
All complaints will be handled in line with our obligations under data protection legislation. Information relating to your complaint will be shared only with those who need to see it for the purpose of investigating and resolving the matter, or where we are legally required to disclose it.
We will retain records of complaints for an appropriate period to help us monitor performance, identify recurring issues and improve our storage and removals services.
Using Complaints to Improve Our Services
We value feedback and view complaints as an important opportunity to improve. We regularly review complaints data to identify trends and consider where changes to training, procedures or communication may be required. Our aim is to provide safe, secure storage and efficient removals, and to handle any issues in a way that builds trust and confidence in our service.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to update it where necessary to reflect changes in our operations or in applicable guidance.
