Storage New Eltham Complaints Procedure
This Complaints Procedure explains how Storage New Eltham will handle any concerns or complaints you may have about our storage or removal services. We aim to deliver a professional, reliable service for every customer, and we take any indication of dissatisfaction seriously. This procedure sets out how you can raise an issue, how we will respond, and what you can do if you remain unhappy with the outcome.
Our Commitment to You
We are committed to providing secure storage and careful handling of your belongings, whether you use us for long term storage, short term storage, or in connection with a move. If something goes wrong, we want to know about it so that we can put matters right where possible and improve our service. We will always treat your complaint fairly, sensitively and in confidence, and we will use what we learn to help prevent similar issues in the future.
What This Procedure Covers
This Complaints Procedure covers any concern or complaint you wish to raise about:
• The quality of our storage services, including access arrangements, handling of goods, or site facilities.
• The conduct, attitude or actions of our staff or contractors, including removal teams and warehouse staff.
• Any damage, loss or delay associated with our storage or removal services.
• The accuracy or clarity of our quotations, invoices, or service descriptions.
• Any aspect of our communication with you before, during or after your contract with us.
If you are unsure whether your concern falls within this procedure, you are encouraged to raise it with us so that we can advise you on the best way forward.
Informal Resolution
Many concerns can be resolved quickly and informally. If an issue arises while your items are being moved or stored, please speak to a member of the team on site or the coordinator handling your booking. They may be able to clarify matters immediately or agree a practical solution. We encourage you to raise any concerns as soon as you become aware of them, as this often makes it easier to investigate and resolve the problem.
If an informal discussion does not resolve your concern, or if you prefer not to deal with the matter informally, you may make a formal complaint as set out below.
How to Make a Formal Complaint
You can make a formal complaint in writing. Providing your complaint in writing helps us understand the issue clearly and maintain an accurate record of our correspondence.
When making a complaint, please include:
• Your full name and, if applicable, your company name.
• The storage unit or booking reference, where relevant.
• The dates on which the issue arose, including collection, delivery or access dates if relevant.
• A clear description of what went wrong and how it has affected you.
• Details of any staff members you dealt with, if known.
• Any steps that have already been taken to try to resolve the issue.
• What outcome or resolution you are seeking.
We will not ignore complaints that are missing some of this information, but providing as much detail as possible will help us investigate more efficiently.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you a written acknowledgement. This acknowledgement will normally be sent within a short, reasonable timeframe and will confirm that we are looking into the matter. Where appropriate, we may also ask you for further information or supporting evidence, such as photographs, inventory documents, or copies of correspondence, if these will help us understand the issue.
How We Investigate Complaints
Your complaint will be reviewed by a manager who was not directly involved in the issue you have raised wherever possible. Our investigation may include:
• Reviewing your contract, inventory sheets and booking records.
• Speaking with any staff, drivers or porters involved in your storage or removal services.
• Inspecting relevant areas of the storage facility or vehicles, if appropriate.
• Considering any photographs or documents you have provided.
• Reviewing our internal processes that relate to your complaint.
We aim to carry out our investigation promptly and with an open mind. Our objective is to understand what happened, whether we have fallen short of our standards, and what we can do to remedy the situation.
Our Response and Possible Outcomes
Once the investigation is complete, we will send you a written response. This will normally include:
• A summary of the issues you raised.
• An explanation of what we have found during our investigation.
• Our conclusion about whether your complaint is upheld in full, upheld in part, or not upheld.
• Details of any steps we will take, such as an apology, a corrective action, a service improvement, or, where appropriate, a financial remedy in line with your contract and any applicable terms of cover.
Where your complaint relates to damage or loss of goods, we will handle any such claims in accordance with the terms and conditions of your contract, including any limitation of liability or insurance arrangements that apply to your storage or removal service.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed again by a more senior manager. You should explain why you are unhappy with the original outcome and what you would like us to reconsider. We may review additional information at this stage if it is relevant and was not previously available.
Following this review, we will provide a final written response. This response will confirm that we have considered your complaint at a senior level and will set out our final position on the matter.
Time Limits for Raising Complaints
We encourage you to raise any concerns as soon as you can. This is particularly important for storage and removal services, as evidence can be harder to obtain after a significant amount of time has passed. Our contractual terms may include specific time limits for notifying us of loss or damage to goods. It is important that you check your contract and ensure that you report any such issues within the stated timescales.
Recording and Using Complaint Information
We keep a record of all formal complaints and their outcomes. This helps us identify patterns, areas for improvement, and training needs in relation to our storage and removal operations. Complaint records are kept securely and only shared within the business where necessary for the purposes of investigation, decision making, and service improvement.
Changes to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, internal processes or any relevant legal or regulatory developments. The version published on our website will always be the most current version and will apply to any complaints received after it is published.
Contacting Us About a Complaint
If you have any questions about this Complaints Procedure, or if you wish to raise a concern about any aspect of our storage or removal services, please contact us using the usual contact details provided in your agreement or on our website. We will do our best to assist you promptly and fairly.
