Complaints Procedure for Storage Wormwood Scrubs
This Complaints Procedure explains how you can raise concerns about our storage and removal-related services, and how we will respond. We are committed to handling every complaint fairly, promptly and consistently, with the aim of resolving issues and improving our services.
Our commitment to you
We understand that problems can occasionally arise when arranging storage or removals, including collection, handling, transport and delivery of goods. When this happens, we want to know about it so that we can put things right wherever possible and reduce the chance of similar issues occurring again.
We will treat every complaint seriously, investigate it carefully and keep you informed of our progress. We will handle your information respectfully and in line with our privacy practices.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether related to storage units, access arrangements, invoicing, customer service or associated removal activities such as packing, loading, transit or unloading. You do not need to use specific language to make a complaint; if you tell us you are unhappy and would like us to respond, we will treat it as a complaint.
How to make a complaint
You can raise a complaint in any of the following ways:
In person at our facility during our published opening hours, speaking to a member of the team and explaining what has happened and what outcome you are seeking.
In writing, providing full details of your concern, relevant dates, any supporting information such as inventory lists or photographs, and your preferred method of reply.
Through any other communication method we make available from time to time, making it clear that you wish to register a complaint.
When raising your complaint, please provide as much detail as you can, including:
The name on your storage or removal agreement and any reference number you have been given.
A clear description of what went wrong.
Key dates and times, where relevant.
The names of any staff members you have already dealt with, if known.
What you would consider a reasonable resolution.
Stage 1: Front line resolution
In the first instance, we encourage you to speak to a member of staff at the facility or the person you normally deal with regarding your storage or removal arrangements. Many issues can be resolved quickly and informally at this stage, such as clarifying terms, correcting billing errors or rearranging access or collection times.
We will aim to acknowledge your complaint as soon as reasonably possible and will do our best to provide an initial response within five working days. If we are able to resolve the matter immediately, we will confirm the outcome with you and explain any actions we will take.
Stage 2: Formal investigation
If your complaint cannot be resolved at the front line, or if you are not satisfied with the initial response, you may request that it is escalated for formal investigation. At this stage, your complaint will be reviewed by a manager or another appropriate person who was not directly involved in the matter.
During the formal investigation we may:
Review your storage or removal agreement and related documents.
Examine any inventory, condition reports or photographs.
Speak to staff involved in the booking, handling, collection, transit or storage of your goods.
Assess any relevant operational records, including access logs and incident reports.
We aim to provide a detailed written outcome within 20 working days of the complaint being escalated. If we need more time due to the complexity of the issue or the need to obtain further information, we will let you know and provide an updated timescale.
Our responses and possible outcomes
Once our investigation is complete, we will write to you explaining:
What we have understood your complaint to be.
The steps we have taken to investigate.
Our findings and whether your complaint is upheld in full, in part or not upheld.
Any corrective action we will take, which may include an explanation, an apology, operational changes or a remedy in line with our contractual terms and applicable law.
Any remedy or goodwill gesture will be considered on a case by case basis, taking into account the terms of your agreement, the nature of the service provided and all relevant circumstances.
If you remain dissatisfied
If you are not satisfied with our final response, you may ask for a further review by a senior member of our team, who will consider whether the complaint has been handled fairly and in accordance with this procedure. They may uphold the original decision, change the outcome or recommend additional steps.
Where your concern relates to matters covered by any industry code or external dispute scheme that we may be a member of, we will inform you of any further options that may be available, such as independent review or alternative dispute resolution, where applicable.
Time limits for complaints
We encourage you to raise concerns as soon as you become aware of a problem. Delay can make it more difficult to obtain accurate information, especially in relation to removal activities such as loading, transport and delivery. In some cases, time limits for bringing claims may apply under your agreement or under relevant law. This procedure does not extend or change any legal time limits.
Information and confidentiality
We will use the information you provide only for the purpose of handling your complaint, improving our services and meeting our legal or regulatory obligations. Information will be handled in line with our privacy practices and will only be shared with those who need it for investigation or oversight purposes, or where we are legally required to do so.
Continuous improvement
All complaints are logged and reviewed periodically so that we can identify patterns, improve processes and enhance the overall experience for our storage and removal customers. Feedback, whether positive or negative, is valued and used to develop staff training, operational standards and customer communications.
By following this Complaints Procedure, we aim to provide a clear, fair and efficient route for resolving issues and maintaining confidence in our services at Storage Wormwood Scrubs.
