Storage South Hackney Complaints Procedure
Storage South Hackney is committed to providing a reliable, professional and courteous service for all storage and removal customers. We recognise that occasionally things may not go as planned, and we take all concerns seriously. This complaints procedure explains how you can raise an issue, how we will respond, and the steps we take to resolve matters fairly and promptly.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who wish to raise a complaint about any aspect of our services. This includes storage, packing, handling of goods, removals, collection, delivery, customer service, administration and billing. We use all feedback to improve our operations and to help prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff, contractors, communication or processes, where you would like a response or resolution. You do not need to use any specific wording for it to be treated as a complaint. If you are unsure whether your concern qualifies, we will clarify this with you and ensure it is handled through the appropriate process.
How to Raise a Complaint
You can raise a complaint in writing or verbally. When making a complaint, please provide:
• Your full name and any relevant account or booking reference
• The date and location related to the issue
• A clear description of what has gone wrong
• Details of any staff, contractors or crews involved, if known
• Any supporting information, such as inventories, delivery notes or photographs
• What outcome or resolution you are seeking, where applicable
Providing as much detail as possible will help us investigate your concerns efficiently and fairly.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once you raise a complaint, we will log it in our internal system. We aim to acknowledge your complaint as soon as reasonably practicable. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps and provide an indication of when you can expect a full response.
Stage Two: Investigation
Your complaint will be passed to an appropriate member of our management team for investigation. Depending on the nature of the issue, this may involve:
• Reviewing your booking details, storage agreement and any related documentation
• Speaking with staff, drivers, porters or contractors involved in the move or storage
• Examining inventories, condition reports, schedules and service records
• Reviewing any photographs or evidence supplied by you or our team
• Considering our terms and conditions and any applicable industry standards
We aim to complete our investigation within a reasonable timeframe. If the matter is complex or requires additional information, we will keep you informed of progress and any revised timescales.
Stage Three: Outcome and Response
Once the investigation is complete, we will provide you with a written response that will include:
• A summary of your complaint
• An outline of the steps we have taken to investigate
• Our findings and conclusion
• Any proposed resolution, such as an apology, service improvement, corrective action or other remedy, where appropriate
If we are unable to uphold your complaint in full, we will clearly explain our reasons. Our aim is always to be transparent, fair and objective.
Escalation of Your Complaint
If you remain dissatisfied after receiving our Stage Three response, you may request an escalation. Your complaint will then be reviewed by a more senior manager or another appropriate person not previously involved in the initial investigation. The escalated review will focus on whether the complaint was handled fairly and whether the outcome remains reasonable in light of the evidence available.
We will provide you with a further written response following the escalation review, confirming our final position on the matter. We encourage customers to engage openly during this stage so that any outstanding points can be properly considered.
Reasonable Time Limits
To ensure that complaints can be properly investigated, we ask that you raise concerns as soon as possible after the issue occurs. This helps us obtain accurate information and relevant records. While there is no strict cut-off, delays in raising a complaint may affect our ability to investigate fully, particularly where significant time has passed or records are no longer available.
Complaints Involving Potential Loss or Damage
If your complaint relates to potential loss or damage to goods during storage or removals, it is important that you notify us as soon as you become aware of the issue. Please keep all relevant packaging, labelling and documentation. We may request photographs or an opportunity to inspect the items concerned. Any consideration of compensation or other remedy will take into account our terms and conditions, inventories, evidence of condition and any applicable limitations of liability.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information will only be shared internally with staff who need it in order to investigate and respond to your complaint. We will retain records of complaints and responses for an appropriate period, to help us monitor service performance and implement improvements.
Using Feedback to Improve Our Services
We review complaints regularly to identify patterns, training needs and opportunities to enhance our storage and removals services. This may include updating procedures, improving communication, providing additional staff training or revising operational practices. By telling us when something goes wrong, you help us deliver a better, more reliable service for all customers.
Alternative Dispute Resolution
Where appropriate and available, you may have access to alternative dispute resolution or industry schemes, depending on the specific nature of your complaint and our contractual arrangements. Details of any such options, if applicable, can be provided on request as part of our final response.
Changes to This Complaints Procedure
Storage South Hackney may update this complaints procedure from time to time to reflect changes in our services, operational practices or applicable regulations. The most current version will apply to all new complaints received from the date of publication.
We value all customer feedback and are committed to treating every complaint seriously, investigating it fairly and responding in a clear and timely manner.
