Complaints Procedure for Storage Hendon
Storage Hendon is committed to providing reliable storage and removal services and to resolving any concerns quickly and fairly. This Complaints Procedure explains how you can raise an issue, what you can expect from us, and how we will work with you to reach a resolution.
Purpose and Scope
This procedure applies to all customers who use our storage facilities, removal services, or related solutions. It covers complaints about service quality, handling of goods, communication, paperwork, charges, and general conduct. It does not replace your statutory rights or any rights you may have under your contract with us.
Our Commitments
When you make a complaint, we will handle it according to the following principles:
We will listen carefully and treat your complaint seriously. We will be polite, fair, and respectful at all times. We will aim to resolve straightforward issues as quickly as possible. We will investigate more complex matters thoroughly before reaching a conclusion. We will keep you informed of progress and the outcome. We will use what we learn to improve our services and staff training.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services that requires a response. Examples include concerns about the condition or security of a storage unit, the handling, packing, loading, or unloading of items, delays in collection or delivery, communication before, during, or after a move, clarity and accuracy of quotes, invoices, or charges, staff behaviour or professionalism, and how a previous issue was handled or resolved.
If you are unsure whether your issue counts as a complaint, you are still encouraged to contact us so that we can discuss it with you and decide the best way forward.
How to Raise a Complaint
You can make a complaint verbally or in writing. You may contact us in person at our premises or by using any of our usual contact channels listed on our website or your service documentation. When raising a complaint, please provide as much information as possible, including your full name, the date of your storage or removal service, any reference number we have given you, and a clear description of what went wrong and when it occurred. If relevant, you may also wish to provide a list of any items involved and outline the outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
Stage One: Frontline Resolution
In many cases, the quickest way to resolve a concern is to speak directly to the member of staff you have been dealing with or a supervisor on site. They will aim to understand the issue fully and may be able to resolve it immediately. Where a solution is not obvious or further information is needed, they will refer your complaint to a manager for review.
At this stage we will aim to acknowledge your complaint promptly and to give you an initial response as soon as reasonably possible, usually within a few working days. Some issues can be resolved straightaway with clarification, a practical remedy, or an apology where appropriate.
Stage Two: Formal Investigation
If your complaint cannot be resolved at frontline level, or if you request a more formal review, it will be escalated to a manager or senior member of staff. They will conduct a more detailed investigation, which may include reviewing booking records, job sheets, photographs, inventory lists, and staff reports, talking to any staff involved in your storage or removal service, and considering any evidence or information you have provided.
Once the investigation is complete, we will provide a reasoned response. This will normally include a summary of your complaint, an outline of what we have investigated, our findings and conclusions, and any actions we propose to take. Actions may include an explanation, a formal apology, service improvements, staff training, or, where appropriate, a review of charges in line with our terms and conditions.
Timescales
We aim to acknowledge formal complaints within a reasonable time and to provide a full response once our investigation is complete. Where an investigation is likely to take longer, for example due to the complexity of the matter or the need to obtain further information, we will let you know and give you an indication of when you can expect a detailed reply.
If You Remain Dissatisfied
If you are not satisfied with the outcome of the formal investigation, you may request that a senior manager undertakes a final review of your complaint. At this stage, we will reassess your concerns, reconsider the evidence, and confirm whether the original decision will be upheld or varied. The response to this final review will represent our final position on the matter.
You may also wish to seek independent advice regarding your rights and available options. This procedure does not affect any statutory rights or legal remedies you may have in relation to storage or removal services.
Complaints Involving Loss or Damage
Where your complaint involves loss of or damage to your goods, we will follow both this Complaints Procedure and the relevant terms of your contract and any applicable insurance arrangements. You will normally be asked to provide details of the items concerned, evidence of loss or damage where available, and any supporting documents such as photographs or purchase information. Time limits may apply to claims for loss or damage, so it is important to notify us as soon as possible after you become aware of a problem.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with applicable data protection requirements. Information will only be shared with those who need it to investigate and resolve your complaint or to meet legal and regulatory obligations.
Continuous Improvement
Feedback from our customers, including complaints, is essential to improving our storage and removal services. We regularly review complaints to identify patterns, recurring issues, and opportunities to enhance our processes, training, customer communication, and overall service delivery.
By following this Complaints Procedure, Storage Hendon aims to address issues fairly, promptly, and transparently, helping to maintain trust and confidence in our services.
