Storage Stroud Green Complaints Procedure
Storage Stroud Green is committed to providing reliable storage and removal services and to dealing with any concerns promptly, fairly and consistently. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what steps are available if you remain dissatisfied.
Purpose and scope of this procedure
This procedure applies to complaints from customers and prospective customers about any aspect of our storage, removal, packing, handling or related services. It covers issues such as service quality, communication, billing queries, loss or damage concerns, and conduct of our team or contractors.
This document is intended to give you a clear route to raise an issue and to reassure you that your concerns will be taken seriously and treated with respect.
What is a complaint
A complaint is any expression of dissatisfaction, whether written or spoken, about the services you have received or expected to receive from Storage Stroud Green, where you are seeking a response or resolution.
We recognise that problems can sometimes arise during storage or removal work, for example delays on moving day, confusion over access times, or questions about how items have been handled. We encourage you to tell us as soon as something is not right so that we can put it right quickly.
Raising an initial concern
If you have a concern, we encourage you in the first instance to raise it with the member of staff or coordinator you have been dealing with. Many issues can be resolved informally and quickly this way, especially on or around the day of your move or when arranging storage access.
When you raise an initial concern, please provide as much relevant information as you can, including your full name, the service you used, the date of the activity, any reference or agreement number, and a brief description of the issue. If you are complaining about physical loss or damage, please identify the affected items as clearly as possible.
How to make a formal complaint
If your concern is not resolved informally, or if you prefer to use a formal route from the outset, you can make a formal complaint in writing. Written complaints help us to understand your concerns fully and to track our responses.
In your written complaint, please include:
• Your full name and postal address
• Any relevant service details or reference numbers
• Dates and locations of the service provided
• A clear description of what happened and why you are dissatisfied
• Details of any loss, damage or inconvenience suffered
• The outcome or resolution you are seeking, where possible
We will acknowledge receipt of your formal complaint and begin our internal review.
Our complaint handling process
Once we receive your formal complaint, it will be logged and assigned to an appropriate manager who has not been directly involved in the matter wherever possible. This helps ensure that the review is impartial.
Our complaint handling process generally follows these stages:
1. Acknowledgement: We will acknowledge that we have received your complaint, normally within a reasonable number of working days.
2. Investigation: We will review your account, any relevant notes, and where necessary speak to staff, drivers, porters or coordinators involved in your storage or removal service. We may contact you for further clarification.
3. Assessment: We will consider the information gathered and decide whether your complaint is upheld in full, in part, or not upheld, and what remedial action, if any, is appropriate.
4. Response: We will write to you with our findings, explanations and any proposed resolution.
We aim to complete this process within a reasonable time, depending on the complexity of the matter and the availability of information. Where more time is needed, we will keep you informed of progress.
Possible outcomes and remedies
Where a complaint is upheld, we will seek to offer a fair and proportionate remedy based on the circumstances and our terms and conditions. Depending on the nature of the issue, possible outcomes may include:
• An explanation or clarification of what happened
• An apology and assurance of steps taken to improve our processes
• Practical steps to correct the issue where this is possible
• Consideration of goodwill gestures or compensation, subject to our contractual terms and any relevant limitations or exclusions
Any financial or other remedy will take into account the scope of our contractual obligations, any insurance arrangements in place, and the information you provide about the impact of the issue.
Escalating your complaint
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint be escalated for a further internal review. In doing so, please explain why you are dissatisfied with the outcome and what further resolution you are seeking.
The escalated review will normally be handled by a more senior member of the team who will reconsider the information available, along with any new details you provide. Following this review, we will send you a final response setting out our position.
Complaints relating to removal and storage services
Complaints involving the collection, packing, transport, loading, unloading, or storage of goods often require additional checks. We may need to examine inventory records, condition reports, photographs, or driver and team logs. We may also ask you for any photographs, receipts, or other evidence you have in relation to your goods.
We encourage you to inspect your goods as soon as reasonably possible after delivery or when accessing storage, and to notify us promptly of any concerns. Prompt notification makes it easier to understand what has happened and to resolve matters efficiently.
Our commitment to fairness and improvement
Every complaint is an opportunity for us to improve our storage and removal services. We are committed to:
• Treating all complainants with courtesy, respect and without discrimination
• Handling complaints confidentially and in line with applicable data protection requirements
• Learning from complaints to refine our processes, staff training and customer information
• Recording and reviewing complaint trends so that we can address recurring issues
Confidentiality and data protection
Information you provide as part of a complaint will be used only for the purpose of investigating and resolving your complaint, for internal review and for improving our services. We will handle your personal information in accordance with our data protection obligations and our privacy practices.
Changes to this procedure
Storage Stroud Green may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version published on our website will be the most current version and will apply to complaints raised after its publication date.
If anything in this procedure is unclear, or if you need assistance in making a complaint, please let us know and we will do our best to help you set out your concerns.
