Storage Addington Complaints Procedure
This Complaints Procedure explains how Storage Addington manages concerns and complaints about our storage and removal services. Our aim is to resolve issues promptly, fairly and consistently, while using feedback to improve our services for all customers.
Our Commitment
We are committed to providing reliable storage and removal solutions. If something goes wrong, we want to know so that we can put it right where possible and prevent similar issues from happening again. We treat all complaints seriously, whether they relate to service quality, staff conduct, communication, charges, handling of goods or any other aspect of our operations.
We will:
Listen carefully to your concerns, treat you with respect and handle your complaint in a calm and professional manner.
Acknowledge your complaint and keep you informed about progress and outcomes.
Investigate complaints thoroughly and objectively, considering all available information.
Work to resolve matters as quickly as reasonably possible, with clear explanations of any decisions.
Use the findings from complaints to review our processes and improve our storage and removal services.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, removals, transport, handling of items, administration or customer support. You may complain if you feel we have:
Failed to provide a service to the standard you reasonably expected.
Acted in a way you consider to be unhelpful, discourteous or unprofessional.
Provided unclear, incomplete or inaccurate information.
Made an error in handling your goods, your booking, your account or your documentation.
Failed to follow our published policies or agreed arrangements.
How to Raise a Complaint
We encourage customers to raise concerns as soon as possible so we can address them quickly. You can make a complaint verbally or in writing. When raising a complaint, please provide as much detail as you can, including:
Your full name and any reference or booking details.
The dates and locations relevant to your complaint.
A clear description of what went wrong and how it has affected you.
The outcome you are hoping for, such as an explanation, correction, apology or review of charges.
Providing accurate and complete information helps us to understand your concerns and respond more effectively.
Initial Resolution
In the first instance, we encourage you to raise the matter with the member of staff you have been dealing with or the relevant team leader. Many issues can be resolved quickly at this stage through discussion, clarification or a simple correction. Where an issue appears straightforward, practical steps may be taken immediately to resolve the problem.
If you are not satisfied with the response at this stage, or if the matter is more serious or complex, you may ask for a formal complaint to be opened.
Formal Complaint Process
When a formal complaint is made, it will be logged and passed to an appropriate manager for investigation. The manager will review the information provided, check relevant records, speak to staff involved and, where necessary, ask you for further details or evidence.
We aim to acknowledge formal complaints within a reasonable period of receiving them. The acknowledgement will explain who is handling your complaint and the expected time for a full response. Timeframes may vary depending on the complexity of the matter, but we work to provide a clear and complete reply without unnecessary delay.
Once the investigation is complete, we will write to you with the outcome. Our response will usually include:
A summary of your complaint and the issues investigated.
The findings from our review of the events and any supporting information.
Any actions we have taken or propose to take to resolve the matter.
Any steps we will take to reduce the risk of similar issues arising in the future.
Possible Outcomes
Depending on the nature of the complaint and the results of our investigation, outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below expected standards.
Practical steps to correct an error, where this is possible and appropriate.
A review of our internal processes or staff training needs.
Information about any further options available to you, where applicable.
Each complaint is considered on its own facts. While we aim to be consistent, the precise outcome will depend on the circumstances and any contractual or legal obligations that apply.
Escalation of Your Complaint
If you are dissatisfied with the outcome of the formal complaint, you may request that your complaint is reviewed by a more senior manager. When asking for an escalation, please explain why you disagree with the previous decision and provide any further information you feel is relevant.
The senior manager will review the handling of your complaint, the evidence considered and the decision made. They may uphold the original decision, change it in part or in full, or ask for further investigation if necessary. We will inform you in writing of the result of this review.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be shared only with those who need it to investigate and respond to your complaint. We handle personal data in line with our privacy practices and any applicable data protection requirements.
Using Complaints to Improve Our Service
Feedback from customers, including complaints, is an important source of information about how our storage and removal services are performing. We review complaints regularly to identify recurring issues, trends or areas where we can improve. These reviews may lead to changes in procedures, communications, staff training or service standards.
Time Limits
We encourage customers to raise complaints as soon as possible after the issue arises. This makes it easier for us to investigate while details are still recent and records are readily available. Although we will consider later complaints, the passage of time may affect the range of actions we can reasonably take.
Fair Treatment
No customer will be treated less favourably for making a complaint in good faith. We expect all parties to behave respectfully throughout the process. If communication becomes abusive or threatening, we may set boundaries on how further contact can take place while still working to address the issues raised.
This Complaints Procedure applies to all storage and removal customers of Storage Addington and is intended to offer a clear, fair and accessible route for raising and resolving concerns.
