Storage Lower Morden Complaints Procedure
Storage Lower Morden is committed to providing reliable storage and removal services and to resolving any concerns in a fair, efficient and transparent way. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us throughout the process.
Purpose and Scope of this Procedure
This procedure applies to complaints relating to our storage, packing, handling, transportation, and associated removal services. It is intended for customers and prospective customers who feel that our service, conduct, or communication has not met reasonable expectations or the standards we aim to uphold.
This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, although we will always cooperate with any formal process as required.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you request a response or resolution. Examples include concerns about:
Quality of storage facilities or handling of goods, timing or reliability of removal and delivery services, behaviour or attitude of staff, accuracy and clarity of information, invoices or charges you believe are incorrect, and the way a previous concern or query was handled.
You do not need to use the word complaint for your concern to be treated under this procedure. If it is clear that you are dissatisfied and want us to take action, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint using any of the following methods:
In writing to our office address, describing what happened and what outcome you are seeking. In person at our premises, speaking to a member of staff or a manager. By contacting us through our usual communication channels used when arranging your storage or removal services.
When submitting your complaint, please include as much relevant detail as you can, such as your full name, any reference or booking number, dates and times of the events, names or descriptions of staff members involved if known, and a clear explanation of what went wrong and how you would like us to resolve it.
Initial Acknowledgement
We aim to acknowledge all complaints promptly. If your complaint is raised in person, we will acknowledge it at the time and, where possible, try to resolve it immediately. For written or other complaints, we aim to acknowledge receipt within a reasonable number of working days.
Our acknowledgement will confirm that we have received your complaint, outline the next steps in the process, and provide an indication of when you can expect a full response.
How We Investigate Complaints
Once your complaint has been acknowledged, we will assign it to a responsible person, usually a manager not directly involved in the issue complained about wherever possible. The investigation may include reviewing relevant documents such as booking details, inventory lists, storage records and delivery notes, speaking with team members involved in your storage or removal services, and, if appropriate, contacting you for further information or clarification.
We aim to complete investigations as quickly as possible while ensuring they are thorough and fair. Where more time is needed due to complexity, we will let you know and provide an updated timescale.
Our Response and Possible Outcomes
After investigating your complaint, we will provide a clear written response. This response will set out a summary of your complaint and the issues raised, the steps we took to investigate, our findings and decision, and any actions we propose to take to resolve the matter.
Possible outcomes may include an apology or explanation, corrective action to put things right where possible, changes to our processes or staff training, and where appropriate, a financial or service related gesture, in line with our policies and any applicable terms and conditions.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint, you may ask for it to be reviewed. You should explain why you remain dissatisfied and what outcome you are seeking.
Where possible, a more senior member of staff will review the original decision, the investigation carried out, and any new information you provide. Following this review, we will write to you with a final response.
Timescales
We aim to handle complaints within reasonable and proportionate timescales. While exact timeframes may vary depending on the complexity of the issue, we will make every effort to acknowledge complaints promptly, keep you informed if there are delays, and respond as soon as our investigation allows. We believe that clear communication is essential to maintaining confidence in our storage and removal services.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information about you and your complaint will only be shared within Storage Lower Morden with staff who need it to investigate and resolve the matter. Any personal data collected as part of the complaints process will be handled in line with our data protection obligations and only kept for as long as necessary for the purpose of handling your complaint and for any legal or regulatory requirements.
Our Commitment to Continuous Improvement
We treat complaints as an opportunity to review and improve our services. Where our investigation identifies areas where we can do better, we may update our procedures, enhance staff training, or refine our communication and service standards. Feedback from customers helps us maintain high standards for storage and removals and supports our aim to provide safe, reliable, and professional service at all times.
Monitoring and Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and in line with our responsibilities. We may update it from time to time to reflect changes in our operations, services, or applicable requirements. The latest version will always set out how we will handle complaints about our storage and removal services.
