Complaints Procedure for Storage Thornton Heath Customers
This Complaints Procedure explains how customers of Storage Thornton Heath can raise concerns about our storage and removal services, how we will handle those concerns, and the standards you can expect from us. Our aim is to resolve any issues quickly, fairly, and transparently so that you can have confidence in the way we operate.
1. Purpose and Scope of This Procedure
This procedure applies to all customers who use our storage or related removal and transport services. It covers complaints about our service quality, staff conduct, handling of goods, billing, communication, and any other issue arising from your dealings with us.
This procedure does not cover disputes that have already been fully dealt with through a court or an external dispute resolution scheme. It also does not replace your legal rights under consumer legislation.
2. Our Commitment to You
We are committed to providing a professional, reliable and secure storage and removals service. When things go wrong, we want to know so we can put them right and learn from the situation. We will always aim to:
Treat your complaint seriously and respectfully;
Acknowledge your complaint promptly;
Investigate fairly and impartially, gathering all relevant information;
Keep you informed of progress where investigations are complex;
Provide a clear explanation of our findings and any outcomes;
Use feedback from complaints to improve our services and staff training.
3. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether it is made verbally or in writing, and whether it concerns an ongoing service or one that has already ended. For example, you might wish to complain about:
Service delays related to collection, delivery or access;
Damage or loss of goods, or concerns about how items were handled;
Staff behaviour, attitude or professionalism;
Information you feel was misleading or incomplete;
Administrative errors or billing issues;
Any other aspect of the service you believe did not meet reasonable standards.
4. How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are often helpful because they allow you to set out the details clearly and provide any supporting information. Please include the following where possible:
Your full name and, if applicable, your storage unit or contract reference;
The date or dates when the issue occurred;
A clear description of what went wrong and how it has affected you;
Details of any staff you dealt with or any previous attempts to resolve the matter;
What outcome you are seeking, such as an explanation, apology, correction or compensation.
If you make a complaint verbally, we may ask you to confirm key points in writing so that we have an accurate record and can respond more effectively.
5. Timescales for Responding
We aim to acknowledge your complaint as soon as reasonably practicable. In most cases this will be within five working days of receiving it. The acknowledgement will confirm that we have received your complaint and explain the next steps.
We will then investigate your complaint. For straightforward matters, we aim to provide a full response within 28 days of the date we receive your complaint. If the issue is more complex and we need additional time, we will let you know, provide an update on progress, and explain when you can expect a full response.
6. How We Investigate Complaints
Your complaint will be reviewed by a member of our management team who has not been directly involved in the issue wherever possible. The investigation may involve:
Reviewing your contract and any relevant paperwork or records;
Examining our internal records, including access logs, inventory notes and job reports;
Speaking with staff members involved in the service;
Assessing any photographs, lists or other evidence you provide.
We will consider all information carefully and objectively before reaching a conclusion. Once the investigation is complete, we will write to you with our findings and any actions we propose to take.
7. Possible Outcomes
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
An explanation of what happened and why;
An apology where something has gone wrong;
Corrective action, such as updating records or adjusting future services;
A review of our procedures, staff training or supervision;
Where appropriate, a goodwill gesture or financial remedy, taking into account the terms and conditions of your contract and any applicable insurance.
We will always explain the reasons for our decisions, including if we do not agree that a particular remedy is appropriate.
8. Escalating Your Complaint
If you are unhappy with our initial response, you can ask for your complaint to be reviewed at a higher level. Please explain why you remain dissatisfied and what additional information you believe should be considered. A senior member of our team will then reassess the case. Following this review, we will write to you again with our final position.
9. External Advice and Legal Rights
Nothing in this Complaints Procedure affects your right to seek independent advice or to pursue your concerns through external channels, including consumer protection bodies, alternative dispute resolution schemes, or the courts where appropriate. You remain responsible for taking your own independent legal or professional advice if you wish to do so.
10. Recording and Using Complaint Information
We keep records of complaints in order to monitor performance, identify recurring issues and improve the quality of our storage and removal services. Complaint information is handled in accordance with applicable data protection requirements and is only shared internally with staff who need it to carry out their duties.
11. Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, regulatory requirements or industry best practice. The most recently published version will apply to any new complaints raised after the date of publication.
We value your feedback and we encourage you to tell us if you feel that any aspect of our storage or removal service has not met your expectations. Your comments help us maintain and improve the standards that customers rightly expect from Storage Thornton Heath.
