Complaints Procedure for Storage East Dulwich Customers
This complaints procedure explains how Storage East Dulwich manages concerns and complaints relating to our storage and removal services. It is designed to be clear, fair, and easy to use, so that any customer who is dissatisfied with any aspect of our service knows how to raise an issue and what to expect from us.
Our Commitment to Resolving Complaints
We aim to provide reliable storage and removals solutions, including collection, transport, loading, unloading, and ongoing storage of goods. If something goes wrong, we want to know about it. All complaints are taken seriously, recorded, and handled in a professional and respectful manner. We use feedback and complaints to improve our services and prevent similar issues from occurring in the future.
We are committed to:
Responding to complaints promptly and courteously.
Investigating concerns thoroughly and impartially.
Providing a clear explanation of our findings and any decisions made.
Offering fair remedies where appropriate.
What This Procedure Covers
This procedure applies to complaints about:
Storage services, including unit allocation, access issues, security, or condition of facilities.
Removal and transport services, including collection times, delivery schedules, handling of goods, and conduct of staff.
Customer service, including communication, documentation, and billing queries.
Any other aspect of our services that you believe has not met the standards we have promised.
This procedure does not cover routine service enquiries or requests for information, which are handled as normal customer service matters.
Informal Resolution
Many issues can be resolved quickly and informally. If you are unhappy with any part of our service, you are encouraged to raise the issue with the staff member or team you have been dealing with as soon as possible. They will listen to your concern and attempt to resolve it without the need for a formal complaint.
Where an informal solution is agreed, we will aim to confirm the outcome to you clearly, including any steps we will take and any timescales involved. If you are not satisfied with the informal outcome, or if the issue is serious, you can make a formal complaint.
How to Make a Formal Complaint
If you wish to make a formal complaint, please do so in writing so that we can keep a clear record of your concerns. In your complaint, please include the following information:
Your full name and, if relevant, your storage or removals reference details.
The date or dates when the problem occurred.
A clear description of what went wrong or why you are dissatisfied.
Any steps already taken to try to resolve the matter informally.
Any documents, photographs, or other evidence that you wish us to consider.
What outcome you are seeking from your complaint, for example an explanation, an apology, a corrective action, or compensation.
Acknowledgement and Timeframes
Once we receive your formal complaint, we will:
Acknowledge receipt in writing within a reasonable timeframe.
Provide a reference so that your complaint can be tracked.
Set out the next steps and, where possible, an estimated timescale for our investigation.
We aim to provide a full written response once our investigation is completed. If, for any reason, we are unable to respond within the initial estimated timescale, we will inform you and explain the reason for the delay, along with a revised timeframe.
How We Investigate Complaints
Our approach is to investigate each complaint fairly and objectively. Depending on the nature of your complaint, this may include:
Reviewing our records and any relevant service documentation.
Speaking with staff members involved in the storage or removal service.
Inspecting storage units, vehicles, or equipment where necessary.
Considering any evidence you have provided, such as photographs or correspondence.
We will assess whether our service met our internal standards, any agreed terms, and any applicable industry guidance. Where a complaint relates to loss or damage of goods during a removal or while in storage, we will also review any relevant inventory records, condition reports, and any applicable insurance arrangements.
Outcome and Resolution
At the conclusion of our investigation, we will write to you with our findings. Our response will include:
A summary of your complaint as we understand it.
A description of the steps we have taken to investigate.
Our decision and the reasons for it.
Any action we propose to take to resolve the complaint.
Depending on the circumstances, possible resolutions may include an explanation, an apology, corrective action to improve our service, practical steps to remedy the issue, or, where appropriate and in line with any relevant terms, a financial settlement.
If You Are Not Satisfied With the Outcome
If you do not agree with our decision or feel that your complaint has not been handled fairly, you may request a review. When requesting a review, please explain why you are dissatisfied with the response and identify any information you believe has been overlooked.
Where possible, your complaint will then be reviewed by a senior member of our team who was not directly involved in the original investigation. They will consider your concerns and either uphold the original decision, vary it, or propose an alternative outcome. We will then provide you with a final written reply.
Recording and Using Complaint Information
All complaints are recorded and stored securely. We monitor and review complaint data to identify patterns, recurring issues, or areas where our storage and removal services can be improved. This helps us enhance training, refine our procedures, and maintain consistent standards of service for all customers.
Confidentiality and Data Protection
Information provided as part of a complaint will be treated as confidential and will only be shared with those who need it in order to investigate and resolve the matter. We will handle any personal information in line with our data protection responsibilities and retain complaint records only for as long as necessary.
Accessibility of This Procedure
This complaints procedure is available to all customers using our storage and removals services. If you require the procedure in a different format or need assistance in making a complaint, please let us know and we will do our best to help you present your concerns in a way that is convenient for you.
