Storage Deptford Complaints Procedure
Storage Deptford aims to provide a reliable, efficient and careful removals and storage service. We recognise, however, that sometimes things can go wrong. When they do, we want to know about it so we can put matters right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose of this complaints procedure
The purpose of this procedure is to give all customers using our removal, packing and storage services a clear route to raise issues. It is designed to be straightforward, fair and timely. We will treat every complaint seriously, investigate it thoroughly and use the outcome to learn and improve.
This procedure applies to any concern related to our services, including removals, loading and unloading, handling of belongings, storage arrangements, administration, billing and customer service.
What we consider a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example, issues about punctuality, conduct of staff, care of items, quality of packing, clarity of charges, contract terms, access to stored goods or how we have communicated with you.
We encourage you to raise issues as soon as possible so that we can address them quickly and reduce any impact on your move or storage arrangements.
How to make a complaint
You can make a complaint verbally or in writing. For the clearest record and fastest investigation, we encourage you to set out your complaint in writing. When you contact us, please provide the following information:
• Your full name and the name on the booking
• The date and location of your removal or storage service
• A clear description of what went wrong and when it happened
• Details of any staff you dealt with, if known
• Any supporting information such as inventory lists or reference numbers
• What outcome you are seeking, for example an explanation, correction, or compensation
The more detail you can provide, the easier it will be for us to investigate and respond accurately.
Our complaints handling stages
We operate a two-stage complaints handling process for our storage and removals services.
Stage 1: Initial review and response
Once we receive your complaint, we will record it and allocate it to an appropriate member of our management team. We will acknowledge your complaint within a reasonable timeframe and confirm that it is being investigated.
During the initial review we may contact you to clarify details, request further information or confirm any immediate steps we can take. We may also speak to staff who were involved, review job sheets, inventories, delivery notes, storage agreements, photographs or any other relevant records.
After completing this initial investigation, we will provide a written response. This response will explain:
• Our understanding of your complaint
• The steps we have taken to investigate
• Our findings based on the information available
• Any actions we will take to put things right, where appropriate
• Any changes we will make to improve our service
If you are satisfied with the response at this stage, the complaint will be closed and recorded for internal learning.
Stage 2: Further review
If you remain dissatisfied after our Stage 1 response, you may request a further review. You should explain which aspects of the outcome you disagree with and why. Where possible, please provide any additional information or evidence that you feel has not been considered.
The further review will, wherever possible, be carried out by a different senior member of staff who was not directly involved in the initial handling of your complaint. They will reassess the information, review our previous response and consider any new details you have provided.
Following this review, we will provide a final written response setting out:
• The issues you raised for further review
• The additional steps we have taken
• Our final decision and the reasons for it
• Any actions or remedies we are offering, where appropriate
Timescales
We aim to acknowledge complaints promptly and to provide a full response as soon as is reasonably possible. The time needed will depend on the complexity of the matter, particularly where we must review multiple removal or storage activities, speak to third parties or inspect items.
If we anticipate that an investigation will take longer than usual, we will keep you informed and provide updates until the complaint is resolved.
Fairness and confidentiality
All complaints will be handled fairly, objectively and without prejudice. Making a complaint will not affect the standard of service you receive from us now or in the future. We will respect your privacy and handle any personal information in line with our data protection obligations.
Details of your complaint will only be shared with staff who need to know in order to investigate and resolve the issue.
Remedies and outcomes
Where our investigation finds that we have not met the standards we set for our removals and storage services, we will consider appropriate remedies. These may include an apology, an explanation, corrective action to put things right, service improvements or, where applicable, financial redress in line with our terms and conditions and any relevant insurance or liability provisions.
Any remedy offered will be based on the specific circumstances of your complaint, the evidence available and the contractual arrangements that apply to your booking.
Using complaints to improve our service
We view complaints as an important source of feedback about how our removal and storage operations are working in practice. We regularly review complaint records to identify patterns, recurring issues or areas where we can improve training, procedures or communication.
By telling us when something has gone wrong, you help us enhance the quality, reliability and safety of the services we provide to all customers.
Changes to this complaints procedure
We may update this complaints procedure from time to time to reflect changes in our services, operational practices or legal and regulatory requirements. The version published here will always be the most current description of how we handle complaints relating to Storage Deptford.
