Storage Hornchurch Complaints Procedure
Storage Hornchurch is committed to delivering a reliable and professional service, including storage, removals and associated solutions. If something goes wrong, we want to know about it and put it right quickly and fairly. This complaints procedure explains how you can raise a concern, what information we need from you, and how we will manage and resolve your complaint.
Our Commitment to You
We take all complaints seriously. Every concern is treated with respect, investigated thoroughly and used as an opportunity to improve our services. We aim to resolve issues promptly, maintain clear communication at every stage and provide a fair, evidence-based outcome.
What This Procedure Covers
This procedure covers complaints relating to our storage facilities, removals services, handling and transport of goods, customer service interactions, billing and charges, and any other service we have directly provided to you. It does not cover disputes with third parties or issues unrelated to our services.
Raising a Complaint Informally
In many cases, issues can be resolved quickly by speaking directly with the member of staff you have been dealing with, or with a site supervisor. If you experience a problem during a storage booking, a move, collection, delivery, or while your goods are in our care, please raise it as soon as possible so that we have the best chance of putting it right immediately.
When raising an issue informally, please provide as much detail as you can, such as your name, service type and date, a brief description of the problem and what you would consider to be a reasonable outcome. We will try to resolve the matter straight away or within a short period of time where possible.
Making a Formal Complaint
If your concern cannot be resolved informally or you prefer to make a formal complaint, you can do so in writing. Written complaints help us to understand the issue clearly and keep an accurate record of our investigation and response.
Please include the following information when making a formal complaint:
Your full name and any reference or booking number associated with your storage or removal service. A clear description of what went wrong, including relevant dates, times and locations. Details of any staff you have already spoken to about the issue. Any supporting information such as inventories, photographs, or written notes. What you feel would be a fair resolution to your complaint.
We recommend submitting your complaint as soon as reasonably possible after the issue occurs so that evidence and details remain fresh and can be accurately reviewed.
Acknowledging Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, explain who will be handling it and provide an estimated timescale for our full response.
If we require further information or clarification to carry out a full investigation, we will contact you at this stage and explain what we need and how this may affect the overall timescale.
How We Investigate Complaints
Your complaint will be reviewed by an appropriate manager who has not previously been directly involved in the issue wherever possible. The investigation may include reviewing your booking and account details, service documentation and any correspondence, speaking with staff members involved in the storage or removal service, assessing any relevant inventories, records and photographs, and considering applicable terms and conditions and industry best practice.
We aim to complete our investigation and provide a full written response within a reasonable period. If the matter is complex or requires more time, we will keep you informed and provide an updated timescale.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will send you a clear and concise response. This will summarise the complaint you raised, outline the steps we have taken to investigate, explain our findings and whether your complaint is upheld in full, in part, or not upheld, and set out any actions we will take as a result.
Depending on the circumstances, outcomes may include an apology and explanation, corrective action to resolve a service issue, review and improvement of internal processes or staff training, and where appropriate and justified, a financial or service-related remedy in line with our terms and conditions.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may request that the complaint be reviewed by a more senior manager. When doing so, please clearly explain why you disagree with the outcome and provide any additional information that you believe has not been considered.
The senior review will focus on whether the complaint was handled fairly and thoroughly and whether the outcome was reasonable in light of the evidence. You will receive a further written response following this review.
Timescales and Resolution
We aim to keep our complaint handling timescales proportionate to the complexity of the matter. Straightforward issues may be resolved quickly, while more detailed complaints, for example involving large moves or long-term storage arrangements, may require additional time for investigation. In all cases, we will keep you informed of progress and any changes to the expected timescale.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared internally with those who need it to investigate and resolve the matter, or as required by law. We handle all personal data in line with our data protection responsibilities and retain complaint records only for as long as needed for operational and legal purposes.
Using Feedback to Improve Our Services
Every complaint helps us identify ways to improve our storage, removals and related services. We regularly review complaint trends to enhance our processes, staff training and customer communication, with the aim of reducing the likelihood of similar issues arising in the future.
By following this complaints procedure, Storage Hornchurch aims to deal with all concerns fairly, transparently and efficiently, and to maintain the trust of customers who rely on us to store and move their belongings safely and professionally.
