Complaints Procedure for Storage Upper Walthamstow
We aim to provide a reliable and professional storage and removal service for customers in Upper Walthamstow and the surrounding areas. However, we recognise that occasionally things may go wrong. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage. We are committed to handling all complaints fairly, promptly, and transparently, and to learning from feedback to improve our services.
Scope of this complaints procedure
This procedure applies to complaints about our storage services, related packing or removal services, and any associated customer care issues. It covers issues such as service quality, communication, delays, billing queries, handling of goods, and conduct of staff or contractors. It does not cover matters that are already the subject of legal proceedings or insurance claims, although we will always try to assist with information and clarification where possible.
What we consider a complaint
A complaint is any expression of dissatisfaction about our services where you request a response or resolution. You do not need to use the word "complaint" for us to treat it as one. If you tell us that you are unhappy with any aspect of our storage or removal services, we will record this and handle it in line with this procedure.
How to raise a complaint
You can raise a complaint in writing or verbally. We recommend putting your complaint in writing wherever possible, as this helps us to understand the details clearly and to keep an accurate record of the issues raised.
When raising a complaint, please include the following information so that we can investigate effectively:
- Your full name and the name under which the booking or storage agreement was made.
- The address of the property or storage unit connected to the complaint.
- Any relevant reference numbers or dates, such as booking dates, collection dates, or delivery dates.
- A clear description of what went wrong and when it occurred.
- Details of any items affected, particularly if the complaint relates to damage or loss.
- Any steps you have already taken to try to resolve the matter.
- Your preferred outcome or what you would consider a fair resolution.
If you initially raise your concerns verbally, we may ask you to confirm them in writing so that we can be sure we have fully understood the issues you are raising.
Our complaints handling stages
Stage 1: Initial review
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will usually do this in writing. In our acknowledgement, we will confirm that we have received your complaint and advise you of the next steps and an estimated timescale for our full response.
At this stage, we may contact you to clarify details or request additional information, such as photographs of any damage, copies of invoices, or specific dates and times. Providing this information promptly helps us to progress the investigation without unnecessary delay.
Stage 2: Investigation
Your complaint will be investigated by an appropriate member of our team, who may review booking records, storage documentation, removal schedules, tracking notes, and staff reports. Where relevant, we may also speak to any team members involved in your service, including drivers, porters, or office staff.
We aim to complete our investigation within a reasonable period, depending on the complexity of the issues raised. If we anticipate that it will take longer than initially indicated, we will let you know and explain the reasons for the delay.
Stage 3: Response and outcome
Following our investigation, we will provide you with a written response setting out:
- A summary of your complaint.
- The steps we have taken to investigate.
- Our findings and conclusions.
- Any proposed resolution or remedial action.
Where we find that we are at fault, we will explain what went wrong and what we will do to put matters right as far as reasonably possible. This may involve practical solutions, service corrections, or other forms of redress that are appropriate to the circumstances and in line with our terms and conditions.
If you remain dissatisfied
If you are not satisfied with the outcome of our initial investigation and response, you may request that your complaint is reviewed again. In that case, your complaint will be reconsidered, where possible by a different member of the team or by a more senior member of staff.
During this review, we will re-examine the information already provided and may ask further questions or request additional evidence. We will then provide a further written response explaining whether our initial decision is upheld or altered, and we will outline any final position we take on the matter.
Time limits for raising complaints
We encourage customers to raise any concerns as soon as possible so that we can address them promptly and effectively. In particular, complaints about the condition of items after removal or storage should be raised as soon as reasonably practical after collection or delivery, to ensure that we can investigate while records and recollections are still current.
While we will always try to be fair, delays in reporting concerns may affect the range of options available for resolution, especially where external factors or subsequent events may have contributed to the issue.
Confidentiality and data protection
All complaints are handled in confidence. Information you provide will only be shared internally with team members who need it to investigate and resolve your complaint. We will handle your personal data in accordance with applicable data protection requirements and our internal policies.
Our commitment to learning and improvement
We take every complaint seriously and regard feedback as an important tool for improving our storage and removal services. Where a complaint highlights areas for improvement, we may review our procedures, provide additional staff training, or update our internal systems to help prevent similar issues in future.
By following this complaints procedure, we aim to resolve issues fairly and efficiently while maintaining a high standard of service for customers using our storage and removal services in Upper Walthamstow and beyond.
