Storage Hampton Wick Complaints Procedure
Storage Hampton Wick is committed to providing reliable storage and removal services and to resolving any concerns in a fair, transparent and timely way. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps available if you are not satisfied with the outcome.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear route to express dissatisfaction about any aspect of our storage or removals services, including customer service, handling of belongings, billing, contracts, or communication. We use all complaints as an opportunity to review our processes and improve the services we provide.
This procedure applies to all customers who use our storage units or our removal and transport services, whether for home moves, office relocations or longer term storage requirements.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. Examples include, but are not limited to:
Concerns about the condition or accessibility of storage units.
Dissatisfaction with the handling, packing, loading, transport or unloading of your goods.
Issues relating to punctuality, collection or delivery arrangements, or missed appointments.
Disputes about charges, invoicing, deposits or contract terms.
Concerns about the conduct, attitude or professionalism of staff or contractors.
In all cases, we aim to deal with your complaint courteously, consistently and as quickly as reasonably possible.
How to Make a Complaint
You can raise a complaint in the following ways:
In person at our premises, speaking to a member of the team and explaining the nature of your concern.
In writing, setting out the details of what happened, when it occurred and what outcome you are seeking.
When making a complaint, please provide:
Your full name and any relevant account or reference number.
Dates and times of the events you are complaining about.
Details of the storage unit or removal booking, including addresses where applicable.
A clear description of your concern and any impact it has had on you.
Any supporting information that may help us understand the issue, such as photographs, inventories or written notes.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably practicable. Where a quick resolution is possible, we will aim to address your concern immediately or within a short period.
During this initial stage we may contact you for more information. This helps us understand the full circumstances, particularly in relation to storage access, vehicle loading, packing materials, or any special instructions given on the day of your removal or when items were placed into storage.
Stage Two: Investigation and Response
If your complaint cannot be resolved straight away, it will be passed to a manager for a more detailed review. The manager will:
Examine relevant records, such as booking forms, inventories, condition reports and service notes.
Speak to any staff members or contractors who were involved in your storage or removal service.
Consider any photographs or evidence you provide, including images of goods before and after storage or transport.
Assess whether our procedures were followed and whether any errors or service failures occurred.
Once the investigation is complete, we will provide a written response explaining:
What we have found.
Whether your complaint has been upheld in full, partially upheld or not upheld.
Any steps we have already taken or propose to take to resolve the matter.
Any improvements or changes we intend to make to our procedures as a result of your complaint.
Stage Three: Review of Outcome
If you remain dissatisfied after receiving our response, you can request a review of the outcome. You should explain why you disagree with our findings or proposed resolution and provide any further relevant information.
Where possible, a different manager or senior member of the team will conduct this review to ensure that your complaint is looked at with fresh consideration. Following the review, we will send you a final response setting out our position.
Timescales
We aim to handle complaints as quickly as possible, while still carrying out a careful investigation. Timescales may vary depending on complexity, such as when complaints relate to multiple removal dates, third party access to storage units, or large consignments. If we cannot complete our investigation within the timescale we initially give you, we will let you know and keep you updated on progress.
Outcomes and Remedies
Where we find that we have not met our standards, we will consider an appropriate remedy. Depending on the circumstances, this may include:
An explanation and, where suitable, an apology.
Correcting mistakes in paperwork, billing or booking details.
Taking steps to complete or improve a service, such as revisiting a property to collect or deliver items or adjusting storage arrangements.
Reviewing internal procedures, staff training and supervision to reduce the risk of similar issues recurring.
If your complaint involves potential loss or damage to goods, we will review your contract terms, inventories, any photographs and relevant cover. We will explain our findings clearly and with reference to those documents.
Your Responsibilities
To help us deal with your complaint efficiently, we ask that you:
Raise concerns as soon as possible after the issue arises.
Provide clear, accurate and complete information.
Keep any relevant documents, such as contracts, quotations, inventories and receipts.
Communicate with our team respectfully, allowing us reasonable time to investigate and respond.
Continuous Improvement
We value all feedback about our storage and removal services, whether positive or critical. We regularly review complaints to identify patterns and areas where we can refine our handling of belongings, scheduling, communication, storage procedures and overall customer care. This ongoing review helps us maintain and improve the quality of service that customers expect when entrusting us with their property.
This complaints procedure is kept under regular review to ensure it remains clear, fair and effective.
