Storage West Norwood Complaints Procedure
Storage West Norwood aims to deliver a reliable, professional and friendly service for all storage and removal customers. We recognise, however, that sometimes things may not go to plan. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with any dissatisfaction relating to our services, including storage, removals, packing, handling of goods, customer service, billing or site facilities. We welcome feedback and treat all complaints as an opportunity to review and improve how we work.
This procedure applies to current and past customers who have used our services, as well as prospective customers where the issue relates directly to a service we have offered or discussed.
What We Define as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution from us. This can include issues such as:
Service standards not being met, for example delays, missed appointments or poor communication during a removal or storage booking. Problems with the condition, handling or storage of your goods. Concerns regarding invoices, quotations, charges or payment terms. Behaviour or conduct of staff, drivers, porters or customer service representatives. Any other matter where you believe we have not met our commitments or your reasonable expectations.
You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy and want us to respond, we will treat this as a complaint.
How to Raise a Complaint
You can make a complaint in person at our office or storage facility, in writing by post, or through any standard contact method published on our official materials. Please set out as much detail as you can, including:
Your full name and, if applicable, your customer or contract reference. The date and time of the incident or service you are unhappy with. A clear description of what went wrong and how it has affected you. The names or descriptions of any staff members involved, if known. Any supporting information, such as inventory lists, quotes, invoices or photographs. What you would consider a fair resolution, if you have a preferred outcome in mind.
Providing full information at the outset helps us investigate your complaint more quickly and thoroughly.
Our Initial Response
We will acknowledge your complaint as soon as reasonably practicable. Where a complaint is made in person or by phone, we will usually acknowledge it immediately and, if possible, try to resolve it straight away. Where a complaint is made in writing, we will acknowledge receipt and confirm that it is being reviewed.
If your complaint can be resolved quickly, for example by clarifying a bill or correcting an administrative error, we will aim to do this without delay. If it requires a more detailed investigation, we will explain the next steps and the likely timescale.
Investigation of Your Complaint
All complaints are handled by a member of management who will review the information you have provided and gather any additional details needed. This may include:
Speaking with staff involved in your storage or removal service. Reviewing booking records, inventories, condition reports and delivery notes. Checking route details, timings and any notes made on the day of service. Examining our site logs, CCTV or access records where relevant and available.
We may contact you during the investigation if we require further clarification or additional information. This helps make sure we fully understand your concerns before reaching a conclusion.
Timescales for Handling Complaints
We aim to provide a full response to your complaint within a reasonable period, taking into account the nature and complexity of the issues raised. Where a matter is straightforward, this may be within a few working days. More complex cases, such as those involving alleged damage or loss of goods, may take longer while all the facts are checked.
If we need more time than originally estimated, we will let you know and provide an updated timescale, keeping you informed of progress until the investigation is complete.
Outcome and Resolution
Once our investigation is concluded, we will provide you with a clear and honest response, setting out:
What we have found after reviewing your complaint. Whether your complaint is upheld in full, in part or not upheld. Any actions we will take, such as an apology, a service remedy, or other appropriate steps. Any changes we plan to make to our processes or training as a result of your feedback.
Where a remedy is offered, this will depend on the circumstances of the case and may include service adjustments, revisiting a removal or collection, reviewing charges or other reasonable measures. We will always aim to act fairly and proportionately.
Escalation if You Are Not Satisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed by a more senior member of our team. When requesting escalation, please explain why you remain dissatisfied and what outcome you are seeking.
The senior reviewer will reassess the complaint, including the initial investigation and outcome, and may contact you to discuss the matter further. After this review, we will issue a final response explaining our position.
Fair Treatment and Confidentiality
We treat all complaints seriously and handle them with respect, discretion and confidentiality. Making a complaint will not affect your right to use our services, and you will not be treated less favourably as a result of raising concerns in good faith.
Information about your complaint is only shared within our organisation on a need to know basis so that we can investigate and resolve matters properly.
Using Complaints to Improve Our Services
Feedback from customers, including complaints, is an important part of how we improve our storage and removal services. We regularly review the types of complaints we receive to identify patterns, training needs and areas where we can make our processes clearer or more efficient.
By following this Complaints Procedure, we aim to handle every concern promptly, fairly and consistently, helping to ensure that Storage West Norwood continues to provide a dependable and professional service for all customers.
