Storage Coulsdon Complaints Procedure
Storage Coulsdon is committed to providing a reliable, professional service for customers using our storage and removal solutions. We recognise that, on occasion, things may go wrong or fall below the standard you expect. This Complaints Procedure explains how you can raise a concern, how we will respond, and what steps you can take if you are not satisfied with the outcome.
This procedure applies to all customers who use our services, including storage, removals, packing, and associated services.
Our Commitment to You
We aim to resolve any complaint fairly, promptly and transparently. When you contact us with a concern, we will:
Listen carefully to what you have to say and take your complaint seriously.
Acknowledge your complaint and record the details accurately.
Investigate the matter objectively and without unnecessary delay.
Explain our findings and any proposed resolution in clear, plain language.
Use your feedback to improve our storage and removal services where appropriate.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage or removals, where you are seeking a response or resolution. This may include, for example:
Concerns about how your belongings were handled during removal or while in storage.
Issues with timings, delivery, collection, or access to stored items.
Problems with customer service, communication, or staff behaviour.
Disputes about charges, invoices, or the information given to you before you booked.
If you are unsure whether your concern is a complaint, you should still raise it with us. We will let you know how it will be handled.
How to Make a Complaint
The quickest way to resolve many issues is to speak directly with the person you have been dealing with, such as the office team or your move coordinator. Explain clearly what has gone wrong and what outcome you are seeking. In many cases, we can put things right immediately.
If you prefer to make a formal complaint, or if your concern has not been resolved informally, you can set out your complaint in writing. When submitting a complaint, please include:
Your full name and the name the booking was made under.
The date of your service, for example the removal or storage start date.
A clear description of what happened, including any relevant dates and times.
Details of any staff members involved, if known.
Any supporting information you feel is important, such as photographs, inventories, or correspondence.
What you would like us to do to resolve the matter.
Timescales for Acknowledgement and Response
We aim to acknowledge your complaint as soon as reasonably possible. Once we have received your complaint, we will:
Acknowledge receipt and confirm that we are investigating the matter.
Advise you if we need any further information to complete our investigation.
Provide a full written response once our investigation is complete.
In most cases, we aim to issue a full response within 14 working days of receiving your complaint. If, for any reason, our investigation needs more time, we will let you know and explain when you can expect a final reply.
How We Investigate Complaints
We will review all the information you provide and compare it with our records and any relevant documentation relating to your storage or removal service. This may include:
Booking forms, inventories, and condition reports.
Collection and delivery notes.
Internal notes and communications between staff.
Any photographs or recordings relevant to the service.
We may also speak to the team members involved in your move or storage arrangement to gain a full understanding of what happened. Our goal is to consider the matter fairly and objectively before reaching a conclusion.
Outcomes and Possible Resolutions
After completing our investigation, we will explain the outcome to you in writing. Depending on the circumstances, this may include:
An apology and an explanation of what went wrong.
Clarification of our policies and terms and conditions.
Practical steps to put things right, where possible.
Details of any remedial action we will take to avoid similar issues happening again.
Where appropriate and in line with our terms, your contract, and any applicable legal requirements, we may also discuss compensation or partial refunds. Any such offers will be made at our discretion and will be clearly explained.
If You Are Not Satisfied
If you are unhappy with our response, you can ask for your complaint to be reviewed by a senior member of our management team who was not directly involved in the initial investigation. When requesting a review, please explain why you remain dissatisfied and what outcome you are seeking.
The review will focus on whether the complaint was handled fairly and thoroughly, and whether the outcome remains reasonable in light of all available information. We will provide a further written response once this review is complete.
Using This Procedure
We encourage all customers to use this Complaints Procedure so that we can address issues promptly and improve our services. Using this process does not affect your statutory rights. You may still choose to seek independent advice at any time.
Continuous Improvement
All complaints and outcomes are recorded and monitored. We regularly review this information to identify patterns, training needs, and opportunities to improve the way we provide storage, removals, and related services. Your feedback, whether positive or negative, helps us maintain and enhance our standards of service.
By setting out this Complaints Procedure clearly, Storage Coulsdon aims to ensure that any problems you experience are dealt with consistently, fairly, and with full consideration of your concerns.
