Storage Upper Clapton Complaints Procedure
This complaints procedure explains how Storage Upper Clapton will handle any concerns or complaints you may have about our storage or removal services. We aim to resolve issues quickly, fairly and transparently, and to use feedback to improve the way we manage moves and storage on an ongoing basis.
Our commitment to you
We are committed to providing a professional and reliable service across all of our activities, including residential and business moves, packing services, and secure storage. If we fall short of your expectations, we want to know so that we can put things right and prevent similar issues from happening again.
We will treat every complaint seriously and handle it with courtesy, confidentiality and respect. Our approach is to listen carefully, investigate thoroughly, and respond clearly within reasonable timeframes.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled a matter. This may include concerns about:
The quality of removal or storage services provided, including packing, loading, transport, or unloading. The handling or condition of your belongings during removal or while in storage. Communication before, during or after your move or storage period. Adherence to agreed dates, times or arrangements. Billing, charges or clarity of information about our services. The conduct, attitude or professionalism of any member of our team or contractors working on our behalf.
If you are unsure whether your concern is a complaint, we encourage you to raise it with us so that we can help and, where necessary, follow this procedure.
How to make a complaint
You may raise a complaint in writing. Written complaints allow us to keep a clear record of what has happened and how we have responded. When making a complaint, please provide as much relevant information as you can, including:
Your full name and any reference or booking numbers. The date and location of the service you are complaining about, such as a move or storage booking. A clear description of what went wrong, including key dates and any conversations you have already had with our team. Any supporting information you feel is relevant, such as photographs or inventories. How you would like us to resolve the issue, where this is possible.
If you need assistance to set out your complaint clearly, you can ask us to explain what information would be helpful. We will always try to make the process as straightforward as possible.
Stage one: Initial review and response
Once we receive your complaint, we will record it in our internal system and begin an initial review. We will aim to acknowledge your complaint within a reasonable period of time. During the initial review we may:
Check our records relating to your removal or storage booking. Speak with any staff or contractors involved. Review communications, notes, inventories or other relevant documents.
We will then provide a response setting out our understanding of your complaint, our findings, and any steps we propose to take. Wherever possible, we aim to resolve complaints at this stage through explanation, an apology where appropriate, and practical steps to correct the issue.
Stage two: Further investigation and escalation
If you are not satisfied with the outcome of the initial review, you can ask for your complaint to be escalated. In this stage, a senior member of our team, not previously involved in the matter where possible, will carry out a further investigation.
The further investigation may involve a more detailed review of records, additional evidence, and any new information you provide. We will then send you a written outcome that:
Summarises your complaint and the issues investigated. Explains the steps taken to review the matter. Sets out our decision and the reasons behind it. Describes any remedies or actions we will take, if applicable.
We aim to complete this stage within a reasonable period, taking into account the complexity of the issues and the availability of information.
Time limits for complaints
You should try to raise your complaint as soon as possible after the event you are concerned about. Prompt complaints make it easier to obtain accurate information and resolve matters effectively. In most cases we may be unable to fully investigate complaints about events that took place a long time ago, especially if records or evidence are no longer available.
How we put things right
Where our investigation shows that we have made a mistake or provided a service below the standard you are entitled to expect, we will consider a fair and appropriate remedy. Depending on the circumstances, this may include:
Providing a clear explanation and, where appropriate, an apology. Correcting errors or completing work that should have been done. Reviewing and improving our internal procedures to prevent similar issues. Considering other forms of redress where justified and in line with our policies and contractual terms.
Any remedy will be tailored to the specific circumstances of your complaint and the services we provided.
Confidentiality and data protection
All complaints will be handled in line with our data protection obligations. Information you provide will be used only for managing and investigating your complaint, improving our services, and meeting legal or regulatory requirements where applicable. We will keep complaint records securely and only for as long as necessary.
Using complaints to improve our services
We view complaints and feedback as an important part of our commitment to continually improving our storage and removal services. By carefully reviewing the concerns raised by customers, we can identify patterns, update our training, refine our procedures, and improve communication about bookings, packing, transport and storage arrangements.
We routinely monitor the nature and number of complaints received and use this information as part of our quality assurance and service development processes.
If you are still dissatisfied
If, after following this procedure and receiving our final response, you remain dissatisfied, you may wish to seek independent advice regarding your options. This may include contacting a consumer advice organisation or seeking guidance about any rights you may have under contracts or applicable law.
Nothing in this complaints procedure affects your statutory rights. Our aim throughout is to resolve matters constructively and professionally so that customers feel confident using Storage Upper Clapton for their storage and removal needs.
