Storage St Margarets Complaints Procedure
Storage St Margarets is committed to providing reliable storage and removal services and to dealing with any concerns promptly, fairly, and consistently. This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage of the process.
Our Commitment to You
We aim to deliver a professional service at all times, including during collection, transport, storage, and delivery of your belongings. If you feel we have not met your expectations, we want to know. We treat all complaints as an opportunity to review and improve our services and customer care, whether your concern relates to storage arrangements, handling of items, timings, communication, or any part of our removals and storage process.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether you feel we have made a mistake, failed to meet our obligations, or not provided the level of service you reasonably expected. This can include concerns about booking and administration, the conduct of staff, collection and delivery of goods, handling and condition of items, storage arrangements, or charges, invoicing, and payment.
You do not need to use particular wording or refer to this procedure for your concern to be treated as a complaint, but providing clear details will help us investigate and respond more effectively.
How to Make a Complaint
You can make a complaint verbally or in writing. You may raise a concern in person with a member of our team, by telephone, or in writing by letter. If your complaint is made verbally, we may ask you to set out the main points in writing so that there is a clear record of the issue and what outcome you are seeking.
When making a complaint, please provide your full name and contact details, details of your booking or reference number if available, a clear description of what has happened and when it took place, the names of any staff involved if you know them, and any supporting information that you feel is relevant, such as photographs or item lists. Please also explain what you would consider a fair resolution.
Timescales for Raising a Complaint
You should raise your complaint as soon as reasonably possible after the issue occurs, particularly where it relates to moving, packing, or storage of items. This helps us to investigate effectively while details are still fresh and records are easily available. If damage is discovered after delivery or removal from storage, you should notify us promptly, including clear information about the nature and extent of the issue.
How We Will Handle Your Complaint
On receiving your complaint, we will acknowledge it as soon as we can. We will review the information you have provided and may contact you if we require clarification or further detail. Your complaint will be handled by an appropriate member of our management team who has not been directly involved in the matter wherever possible, to ensure a fair review.
We will usually carry out an internal investigation, which may include reviewing booking records and inventories, speaking with staff involved in the move or storage process, checking vehicle logs where relevant, and reviewing any photographs or evidence supplied by you or our team. We aim to complete our investigation and provide a full response within a reasonable timeframe. If, for any reason, we need longer to investigate, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
Once our investigation is complete, we will explain our findings and set out any steps we propose to take. Depending on the outcome, this may include an explanation or clarification of events, an apology where we have fallen short of our standards, corrective action to resolve a service issue, a review of internal procedures or staff training, or consideration of other appropriate remedies in line with our terms and conditions.
Where a complaint involves alleged loss or damage to belongings, we will assess the information provided in line with our contractual obligations and any applicable insurance arrangements. You may be asked to provide supporting evidence to assist with this assessment.
If You Are Not Satisfied with the Outcome
If you are not satisfied with our response, you may ask for your complaint to be reviewed by a senior member of our team. In doing so, please explain why you remain unhappy with the outcome and what further resolution you are seeking. We will then reassess the complaint, taking into account any additional information you provide, and will issue a final response.
Once our internal process has been completed, any further action you may wish to take will depend on the nature of your complaint and the applicable legal or contractual arrangements. You may wish to seek independent advice if you are unsure of your options.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services and procedures, or meeting legal and regulatory requirements. Personal data will be processed and stored in accordance with our privacy and data protection obligations.
Continuous Improvement
We review complaints on a regular basis to identify any recurring themes or areas where our storage and removal services could be improved. Feedback from customers, whether positive or negative, is an important part of maintaining high standards of care for your belongings and ensuring that our operations, staff training, and customer communication continue to develop.
By setting out this complaints procedure clearly, Storage St Margarets aims to ensure that any concerns are dealt with in a fair, prompt, and transparent manner, and that customers feel confident in raising issues with us whenever necessary.
