Complaints Procedure for Storage West Brompton
Storage West Brompton is committed to providing a reliable, professional service for storage and removals. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Our commitment to you
We aim to handle all complaints fairly, consistently and promptly. We will treat you with respect, listen carefully to what you tell us and ensure that your complaint is investigated by an appropriate member of our team. We will also use the outcome of complaints to review and improve our storage and removal services wherever possible.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, staff, facilities or processes, whether you consider the issue to be minor or serious. This can include, for example, concerns about how your items were handled during a move, the condition of a storage unit, the accuracy of information given to you, or the conduct of any member of our team.
If you have feedback that is positive, neutral or a simple suggestion for improvement, you may raise this with our staff at any time without using this formal process. However, if you want us to investigate an issue and give you a formal response, you should follow the steps in this procedure.
Who can make a complaint
Any customer or prospective customer of Storage West Brompton can make a complaint. This includes individuals and businesses using our storage units or removal and moving services. A complaint can also be made on your behalf by an authorised representative, where you have given clear consent for them to act for you.
How to raise a complaint
You may raise a complaint verbally or in writing. We encourage you, where possible, to raise the issue as soon as you become aware of it so that we have the best opportunity to resolve it quickly.
If the issue relates to a particular move, delivery, collection or storage unit, please provide as many relevant details as you can, such as dates, times, the names of any staff you dealt with, and a clear description of what went wrong. This will help us investigate more efficiently.
Informal resolution
Many concerns can be resolved quickly and informally. In the first instance, please speak to a member of staff on site or the person you have been dealing with directly about your storage or removal booking. They will do their best to understand your concerns and agree a practical solution with you.
If you are not satisfied with the informal response, or if you feel the matter is too serious to be dealt with at this level, you may ask for your complaint to be handled as a formal complaint under the next stage of this procedure.
Formal complaints process
When you submit a formal complaint, we will acknowledge that we have received it and explain the next steps. Your complaint will be passed to a manager or senior member of staff who is best placed to investigate the matter fairly and objectively.
The person investigating your complaint may contact you to clarify the details, ask for further information, or discuss any evidence relevant to your concerns. We will review all available information, including internal records relating to your storage or removal service, and we may speak to staff who were involved.
Timeframes for responding
We aim to acknowledge formal complaints within a reasonable period. We will then carry out an investigation and provide a written response setting out our findings, our decision, and any steps we propose to take to resolve the matter.
If, due to the complexity of your complaint, we need more time to complete our investigation, we will let you know and provide an updated timeframe. We will keep you informed of progress until the complaint is concluded.
Possible outcomes
After reviewing your complaint, we may decide that it is justified in full, justified in part, or not upheld. Where your complaint is upheld in full or in part, we will apologise and explain what we will do to put things right, where this is possible. This may include corrective actions relating to your storage or removal service, internal changes to our processes, or additional staff training.
Even when we do not uphold a complaint, we will explain the reasons for our decision and any learning or improvements we have identified from your feedback.
If you are still dissatisfied
If you remain unhappy with the outcome of your formal complaint, you may request that it is reviewed by a more senior manager. The reviewer will consider whether the investigation was thorough and fair, and whether the response provided was appropriate in light of the evidence.
The review will focus on how the complaint was handled and whether our decision should be changed. Once the review is completed, we will provide a final response setting out our position.
Confidentiality and data protection
All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it in order to investigate and respond. We will handle any personal data in line with our data protection responsibilities and retain records of complaints only for as long as necessary for legal, regulatory and quality assurance purposes.
Using complaints to improve our service
We welcome complaints as an important source of feedback and an opportunity to improve the way we deliver storage and removal services. We regularly review complaint patterns and outcomes to identify areas where we can enhance our processes, staff training, customer communications and overall service standards.
By following this procedure, you help us understand what went wrong and how we can do better. We appreciate you taking the time to raise your concerns with Storage West Brompton.
