Storage South Norwood Complaints Procedure
This Complaints Procedure explains how Storage South Norwood manages and resolves complaints about our storage facilities and associated removal and transport services. We aim to provide a clear, fair and timely process for all customers who wish to raise a concern about any part of our service.
Our commitment to resolving complaints
We take every complaint seriously and use feedback to improve our storage and removals-related services. Our objectives when handling complaints are to listen carefully, investigate thoroughly, respond promptly, and, wherever possible, put things right and prevent similar issues from happening again.
All complaints are handled confidentially and in accordance with relevant consumer protection principles. Making a complaint will not affect your statutory rights or any ongoing contract for storage, packing, or moving services.
What is a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, our facilities, or how we have carried out or managed any aspect of a storage booking, removal, delivery, or related activity. This includes concerns about the standard of service, delays, communication, handling of goods, billing, or any other matter where you believe we have not met your reasonable expectations.
Who can make a complaint
A complaint can be made by any customer who uses or has used our storage units, removal services, or associated packing, loading, unloading, or transport services. A complaint can also be made by someone acting with the customer’s authority, such as a legal representative or authorised contact named on the account.
How to make a complaint
You can raise a complaint verbally or in writing. We encourage you to provide as much detail as possible so that we can investigate thoroughly. Please include your full name, details of the storage unit or booking, dates and times where relevant, a description of what went wrong, and what outcome you are seeking.
You may submit a complaint in person at our office during normal opening hours or by sending it to us in writing. If you choose to complain verbally, we may ask you to confirm key points in writing so that we can keep an accurate record and avoid misunderstanding.
Stage one: frontline resolution
In the first instance, complaints should be raised with the member of staff or team that you have been dealing with, such as the storage office team or the coordinator for your removal or delivery. Many issues can be resolved quickly at this stage through discussion, clarification and, where appropriate, an immediate solution.
We aim to acknowledge and respond to frontline complaints promptly. Where the matter is straightforward, we will try to provide a full response within a reasonable time frame. If the issue is more complex, we may need to move it to the next stage for a more detailed review.
Stage two: formal written complaint
If you are not satisfied with the outcome at stage one, or if the matter is too complex to be resolved immediately, you may submit a formal written complaint for further investigation.
On receipt of a formal complaint, we will log the details, assign a manager to review it, and acknowledge your complaint within a reasonable period. We may contact you to clarify points, request additional information, or obtain copies of relevant documents, such as booking confirmations, inventories or delivery notes.
Investigation and response
The manager handling your complaint will review all available information, including internal records, staff statements, and any evidence you have provided. Where the complaint relates to storage or removal operations, we may review photographs, handling procedures, vehicle logs or security records as appropriate.
Once the investigation is complete, we will send you a written response. This will explain our findings, any steps we have taken or will take to put things right, and any changes we propose to make to our processes or service delivery. If we do not uphold your complaint, we will provide clear reasons based on the evidence available.
Possible outcomes
Depending on the nature and findings of the complaint, outcomes may include an apology, an explanation, corrective action, service improvements, or other practical resolutions. Where applicable and in accordance with your contract and any relevant insurance or protection options you have selected for your stored items or transported goods, we will consider whether any financial remedy is appropriate.
Escalating your complaint
If you remain dissatisfied after the formal response, you may request that your complaint be reviewed at a higher level within the company. A senior member of the team, who has not been directly involved in the matter, will review the handling of your complaint, the evidence considered, and the decision reached.
Following this further review, we will provide a final response setting out our position. This will confirm that our internal complaints procedure has been completed.
External advice and further action
If, after receiving our final response, you are still unhappy, you may seek independent advice regarding your rights and options. Depending on the nature of your complaint, this may include speaking to a consumer advice service or seeking legal guidance. Your contract and any policy documents linked to storage or removals-related services may also outline further steps that are open to you.
Time limits for making a complaint
You should raise complaints as soon as reasonably possible so that we can investigate while information is still available and recollections are fresh. Some types of claim are subject to specific time limits under your contract or relevant law, particularly where damage or loss of goods is alleged. You should check your contractual documents carefully and raise any concerns promptly.
Using complaints to improve our service
We review complaints on a regular basis to identify patterns and areas where our storage and removal-related services can be improved. This may include staff training, changes to procedures for handling and transporting items, updates to documentation, or improvements to communication with customers before, during and after a booking.
By following this Complaints Procedure, Storage South Norwood aims to ensure that all customers are treated fairly and that every concern is given proper consideration, with clear communication at each stage of the process.
