Storage Somers Town Complaints Procedure
Storage Somers Town is committed to providing reliable storage and removal services and to dealing fairly and promptly with any concerns. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible route for customers to tell us when something has gone wrong. It applies to all services supplied by Storage Somers Town, including storage, packing, handling, collection, delivery and associated removal services.
We use all complaints as an opportunity to review and, where necessary, improve how we operate. We aim to resolve issues at the earliest possible stage, in a fair and professional manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our services, the way a service has been delivered, or the conduct of a member of our team or representative.
Examples of complaints may include, but are not limited to
Concerns about how your items were handled during storage or transit
Issues with timing of collections or deliveries related to removal services
Problems with billing, charges, or information given about our services
Concerns about the attitude, behaviour, or performance of our staff or contractors
Disagreement with a decision or outcome previously given by us
Routine queries, such as requests for information or updates, will be treated as customer service matters and not as formal complaints unless you clearly tell us that you wish to make a complaint.
How to Make a Complaint
You can make a complaint using any reasonable method of communication, including in writing or verbally. While we do not require complaints to be in writing, setting out your concerns clearly will help us investigate more effectively.
When making a complaint, please provide
Your full name and any reference or booking numbers that may help us locate your account
Clear details of what went wrong, including dates, times and locations where possible
Information about any staff or teams involved
Details of any impact on you, your property, or your plans
What you would consider a fair resolution
If you need assistance in setting out your complaint, please let us know and we will do what we reasonably can to help you present your concerns.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the member of staff you normally deal with, or with the relevant team responsible for your storage or removal booking. Many issues can be resolved quickly at this informal stage.
We aim to acknowledge your complaint at this stage promptly and to provide an initial response as soon as reasonably possible. If we are able to resolve your concerns immediately, we will confirm this to you, along with any actions we agree to take.
Stage Two: Formal Complaint Review
If you are not satisfied with the outcome at Stage One, or if your complaint is particularly serious or complex, you may request that your complaint be treated as a formal complaint.
At this stage
A manager or senior member of staff, not directly involved in the original issue where possible, will review your complaint
We will acknowledge receipt of your formal complaint within a reasonable timeframe
We may contact you to clarify details or request additional information or evidence
We will conduct a thorough review of relevant records, communications and any available images or documentation
Following our investigation, we will provide a written response setting out
What we have understood your complaint to be
The steps we have taken to investigate
Our findings and any conclusions
Any corrective actions, remedies, or explanations we can offer
Information about what you can do if you remain dissatisfied
Stage Three: Further Review
If you remain dissatisfied after the Stage Two response, you may request a further review. This request should explain why you do not accept the outcome that has been provided and what you believe would resolve the matter.
Where appropriate, a more senior manager or suitably appointed person will review both your original complaint and the way it has been handled so far. We may contact you again for clarification or additional information.
After this further review, we will provide a final written response. This will set out our final position on the complaint and any actions that we can reasonably take. At this point our internal complaints process will normally be considered exhausted.
Timeframes
We aim to handle all complaints as promptly as possible. Actual response times will depend on the complexity of the issues and the availability of relevant information and personnel.
In all cases we will
Acknowledge your complaint within a reasonable period
Keep you informed if our investigation is likely to take longer than usual
Provide you with updates where there are significant developments or delays
Some complaints, such as those involving multiple services, high value items, or complex removal arrangements, may require more time to investigate thoroughly. We believe it is more important to reach a fair and well considered outcome than to provide a rushed response.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection laws. Information about your complaint will only be shared within Storage Somers Town with those who need it in order to investigate and respond. We will retain records of complaints in accordance with our retention policies and legal obligations.
Our Commitment to Fairness
We welcome feedback and take all complaints seriously. Our commitments include
Treating all complainants with respect and courtesy
Handling complaints from storage and removal customers in a consistent and objective way
Considering both the information you provide and the information available to us
Offering appropriate apologies, explanations or remedies where we have fallen short
Using complaint outcomes to improve our services, training and procedures
Unreasonable Behaviour
We recognise that making a complaint can be stressful, especially where belongings or moving schedules are involved. We will always aim to be patient and understanding. However, we reserve the right to manage contact where behaviour becomes abusive, threatening, or persistently unreasonable. In such circumstances, we may set reasonable limits on communication channels or frequency while still addressing the core issues of the complaint.
Review of this Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of storage and removal services we provide. We may update it from time to time to reflect changes in our operations, industry practice or applicable regulations.
By using our services, you agree that complaints will be handled in line with this procedure. Nothing in this document removes or limits any legal rights you may have under applicable law.
