Complaints Procedure for Storage Tulse Hill Customers
Storage Tulse Hill is committed to delivering a professional and reliable service for all storage and removal customers. Occasionally, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps available if you remain dissatisfied.
Scope of this Complaints Procedure
This procedure applies to all customers using our storage units, collection and delivery services, and associated removal and relocation services. It covers concerns about the standard of service, the conduct of our staff or contractors, the condition of your stored items on return, administrative errors, and the clarity and accuracy of our information and documentation.
This procedure is intended for complaints rather than routine queries or booking changes. For general questions about storage or removal services, or to make a new booking, please contact us through your usual channels.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. We will:
Listen carefully to your concern and treat you with respect at all times. Consider all the information you provide and, where required, investigate what went wrong. Keep you informed about the progress of your complaint. Explain our findings clearly and in plain language. Where we have made a mistake, take reasonable steps to put things right and learn from the issue to improve our storage and removals services.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints, as these help to ensure we have a clear record of your concerns. Please raise your complaint as soon as possible after the issue arises, ideally within a reasonable period while details are still fresh.
To help us investigate your complaint efficiently, please provide:
Your full name and, if applicable, the name of the company on the storage or removals agreement. Details of your storage unit or booking reference, if known. The date and location of the incident or service you are unhappy with. A clear description of what went wrong and how it has affected you. Any supporting information you feel is relevant, such as photographs, inventory notes or correspondence.
We will not ignore a complaint if some of this information is missing, but it may take longer to investigate if we need to clarify details with you.
Stage One: Initial Resolution
Where possible, complaints should first be raised with the staff member or team you have been dealing with. Many issues, such as minor service concerns or misunderstandings about storage access or removal timings, can be resolved quickly at this stage.
On receipt of your complaint, the team member or their manager will:
Acknowledge your complaint within a reasonable time. Attempt to resolve the matter informally, where appropriate. Explain any immediate steps that can be taken to address your concern.
If you are not satisfied with the initial response, or if the matter is more serious or complex, you may ask for your complaint to move to the formal stage.
Stage Two: Formal Complaint Review
At this stage, your complaint will be reviewed by a member of management who was not directly involved in the original issue. They will take a fresh look at your concerns and the way the initial response was handled.
During the formal review, we may:
Contact you to clarify details of your complaint. Review booking records, storage agreements and removal documentation. Speak to staff or contractors who were involved in providing your service. Assess any evidence you have supplied, such as photographs or written notes.
Once the review is complete, we will provide a written response setting out:
What we understand your complaint to be. The steps we have taken to investigate. Our findings and any conclusions we have reached. Any actions we will take, which may include an explanation, an apology, corrective action, or service improvements.
Timeframes for Responding
We aim to acknowledge all complaints within a reasonable period from receipt. The time needed to provide a full response will depend on the complexity of the complaint. Straightforward issues about storage access or removal timings can often be resolved quickly, while more involved matters, such as alleged loss or damage, may require a more detailed investigation.
If we need additional time to complete our enquiries, we will inform you and explain the reason for any delay, as well as when you can expect a full reply.
If You Remain Dissatisfied
If, after receiving our formal response, you remain unhappy, you may request a further review. You should explain why you believe the outcome is incorrect or incomplete, and highlight any information you feel has not been considered.
The further review will be carried out, where possible, by a senior member of our team. They will consider whether the complaint has been handled fairly and whether our conclusions are reasonable in light of the evidence available. Their decision will normally be our final position on the matter.
Complaints Involving Loss or Damage
Where your complaint relates to alleged loss of, or damage to, items in storage or during removals, we may ask for additional information such as inventories, photographs, and details of any existing insurance. Our assessment will take account of the terms and conditions of your agreement and any relevant insurance cover you hold. We recommend that you retain copies of inventories and documentation relating to your stored or transported items.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will only be shared with those who need it to investigate and resolve your complaint. We will handle your personal information in line with applicable data protection principles and our privacy practices.
Using Feedback to Improve Our Services
Complaints and feedback help us to improve the way we deliver storage and removal services. We regularly review complaints to identify patterns, training needs, and opportunities to enhance the customer experience, from booking and packing through to long term storage and final collection.
By raising your concerns, you assist us in maintaining and improving our standards, and in providing a safer, more reliable service for all customers.
