Storage Roehampton Complaints Procedure
Storage Roehampton is committed to providing reliable storage and removal services and to handling all customer concerns in a fair, transparent and timely way. This complaints procedure explains how you can raise an issue with us, 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 give customers a clear route to raise concerns about any aspect of our storage or removal services. This may include issues with service quality, handling of goods, punctuality, customer service, contracts, billing, or any other part of your experience with Storage Roehampton.
We treat all complaints seriously and use the feedback to improve our services for future customers, whether they use our storage facilities, our removal services, or a combination of both.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you are seeking a response or resolution. Examples include, but are not limited to, the following situations.
You believe that we have not delivered a storage or removal service as agreed.
Your items have not been handled or stored to the standard you reasonably expected.
There has been a delay, missed appointment, or lack of communication regarding your move or collection.
You are unhappy with the conduct of a member of our team.
You believe that our charges have not been applied correctly, clearly, or fairly.
How to Make a Complaint
You can raise a complaint in writing or by speaking to a member of the team. To help us understand and resolve your concerns quickly, please provide the following information where possible.
Your full name and any reference or booking number related to your storage unit or removal service.
A clear description of what went wrong, including relevant dates, times and locations.
Details of any conversations you have already had with our staff regarding the issue.
Copies of any relevant documents you wish us to consider, such as quotes, contracts, inventory lists or receipts.
What outcome you are seeking, for example an explanation, correction, apology or another form of resolution.
Initial Resolution by Frontline Staff
Many issues can be resolved immediately by our frontline staff. If you raise a concern while you are on site or during a move, our aim is to put things right as quickly as possible.
The staff member you speak to will listen carefully, clarify the issue, and try to resolve it there and then. Where a solution can be agreed at this first stage, it will be recorded for our internal monitoring so that we can identify any patterns or areas for improvement across our storage and removal operations.
Escalating Your Complaint
If your complaint cannot be resolved immediately, or if you remain dissatisfied with the initial response, you may ask for the matter to be escalated. At this stage, your complaint will be reviewed by a manager who is not directly involved in the issue you have raised.
The manager will acknowledge your complaint within a reasonable timeframe and will explain the next steps. They may ask you for additional information or clarification to ensure that the matter is properly understood before any decision is made.
Investigation Process
Once escalated, we will carry out a thorough and objective investigation. This may include the following actions.
Reviewing your account information, booking records, photographs, delivery and collection notes, and any other relevant documentation.
Speaking to staff members who were involved in providing your storage or removal service.
Checking vehicle logs, access logs and inventory records where relevant.
Assessing whether our procedures were followed correctly and whether our service met the standards we set for ourselves.
We aim to complete investigations within a reasonable period. If we need more time due to the complexity of the issues or availability of information, we will let you know and explain why.
Our Response and Possible Outcomes
After the investigation is complete, we will provide you with a clear response setting out the following.
A summary of your complaint and the issues we have considered.
What we have found as a result of our investigation.
Any steps we have already taken, or will take, to put things right.
Any changes we intend to make to our procedures, training or services to help prevent similar issues in the future.
Where we accept that something has gone wrong, we will offer an appropriate form of redress. This may include an apology, a correction to your account, a practical solution regarding your storage or removal arrangements, or other forms of resolution that we consider fair and reasonable in the circumstances.
Further Review
If, after receiving our formal response, you feel that your complaint has not been addressed fairly, you may request a further review. This will normally be carried out by a senior member of the team. They will consider both your original complaint and the way it has been handled to ensure that our procedure has been followed correctly and that our decision is reasonable.
Your Responsibilities When Making a Complaint
To help us handle your complaint efficiently and fairly, we ask that you do the following.
Provide accurate and complete information about the issue.
Raise your concerns as soon as possible after the problem occurs so that we can investigate while details are still fresh.
Communicate with our staff in a respectful and constructive manner.
Respond to any requests for further information in a timely way.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and resolve the issues raised, or where we are legally obliged to do so.
Continuous Improvement
We value all feedback, including complaints, as an important source of information about how well our storage and removal services are meeting customer needs. We review complaints regularly to identify trends, recurring issues and opportunities to improve our processes, staff training and customer communication.
By following this complaints procedure, we aim to resolve problems fairly and efficiently, and to maintain the trust of our customers in all aspects of our service.
