Storage Purley Complaints Procedure
Storage Purley is committed to providing a reliable and professional service for all customers using our storage and related removal services. We recognise that, on occasion, things may not go as planned. When that happens, we want to hear from you so we can put matters right quickly, learn from the experience, and improve our services.
Our Commitment to You
We aim to handle every complaint fairly, consistently, and with respect. Our objectives are to make it simple for you to tell us about a problem, to investigate your concerns thoroughly, and to give you a clear and timely response. We also use the information we gain from complaints to review our procedures, especially where they relate to storage, collection, delivery, and handling of your goods.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, or the way we have handled a previous enquiry or issue. This may include, for example, concerns about the condition of stored items, delays or issues with moving and removals, charges that you do not understand, or the behaviour of a member of our team.
If you are unsure whether your concern is a complaint, please raise it with us anyway. If it can be resolved immediately, we will do so. If it requires investigation, we will treat it under this complaints procedure.
How to Make a Complaint
You can make a complaint in writing or by speaking to a member of our team. When raising a complaint, please provide as much information as you can, including your full name, any relevant reference or agreement details, the dates of the events you are concerned about, and a clear description of what has gone wrong. If your complaint involves storage or removal services, it is helpful if you explain the nature of the goods involved, the location, and any dates or times when services took place.
If you need assistance in setting out your complaint, please let us know and we will do our best to help. You may ask someone else to make a complaint on your behalf if you prefer.
Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, we encourage you to speak to the member of staff you have been dealing with, or to a supervisor or manager on site. We will listen to your concerns and attempt to resolve the matter immediately where possible.
If the issue is more complex or cannot be resolved straight away, we will explain the next steps and may suggest that your complaint is considered under our formal complaints procedure. You are always entitled to request that your concern is treated formally.
Formal Complaints Procedure
If your complaint cannot be resolved informally, or you prefer to use the formal process from the outset, it will follow the steps below.
Step 1: Acknowledgement
Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint, outline the general process and timeframes, and let you know who will be handling the investigation.
Step 2: Investigation
Your complaint will be investigated by an appropriate member of our management team who is not directly involved in the matter you are complaining about where practicable. They may contact you to clarify details, ask for further information, or request supporting documents or photographs, especially in cases involving stored items, collection or delivery services, or access arrangements.
We will also review our records, service notes, and any relevant contractual documents to understand what has happened and why.
Step 3: Response
After we have completed our investigation, we will provide you with a written response explaining our findings. This response will set out the issues you raised, what we have looked into, the conclusions we have reached, and, where appropriate, any actions we propose to take to put things right.
If we uphold your complaint, possible outcomes may include an explanation or apology, corrective action to our services or processes, or where appropriate and in line with our terms and conditions, consideration of a financial remedy. Where we do not uphold your complaint, we will explain our reasons clearly.
Timeframes
We aim to acknowledge your formal complaint promptly and to provide a full response within a reasonable timescale. In more complex cases, particularly where detailed investigations are needed into storage records, removal schedules, or the condition of goods, it may take longer. If we anticipate that our investigation will take additional time, we will let you know and keep you updated on progress.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed. A more senior member of our team will look again at the matter and consider whether the original investigation and outcome were fair and reasonable in light of the evidence available.
We will then write to you with the outcome of this review and explain our final position. At that stage, we will also confirm whether there are any further external routes available to you, such as independent advice or dispute resolution, where applicable to your circumstances and the nature of your complaint.
Record Keeping and Learning from Complaints
We keep records of all formal complaints, including the issues raised, how they were resolved, and any actions taken in response. We review this information regularly to identify patterns, recurring issues, or areas where our storage or removal services can be improved.
Feedback from customers, including complaints, is an important part of how we develop staff training, refine procedures for handling and storing goods, and improve the way we communicate with customers before, during, and after any service is provided.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about you and your complaint will only be shared with those who need it in order to investigate and respond. We handle any personal information in line with our data protection responsibilities and our internal policies.
Accessibility
We want our complaints procedure to be accessible to all customers. If you require information in a different format, need additional support to set out your concerns, or have specific communication needs, please tell us. We will take reasonable steps to accommodate your requirements so that you can use this procedure without disadvantage.
Storage Purley values your feedback and the trust you place in us when using our storage and removal services. This complaints procedure is designed to ensure that any concerns you raise are taken seriously, handled fairly, and used to help us continue to improve the service we provide.
