Complaints Procedure for Storage Camden Town Customers
This complaints procedure explains how you can raise concerns about any aspect of our storage or removal services and how we will handle and resolve those concerns. We are committed to providing a reliable, professional service, and that includes responding to complaints in a fair, timely and transparent way.
1. Purpose and Scope of This Procedure
This procedure applies to all customers using Storage Camden Town for storage, removals, or related services. It covers complaints about our service quality, conduct of staff or contractors, handling of property, administration of your account, or clarity of information and communication.
This procedure is designed to:
• Make it easy for you to tell us when something has gone wrong.
• Ensure your complaint is taken seriously and handled consistently.
• Give you a clear understanding of the steps and timescales involved.
• Help us learn from complaints and improve our services.
2. What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review what has happened and provide a response. Examples include:
• Concerns about the way your belongings were handled during storage or removal.
• Issues with timing, punctuality or reliability of our services.
• Problems with customer service, communication or information provided.
• Concerns about invoicing, charges, or contract terms you believe were unclear or not followed.
General feedback or suggestions are welcome but may not be logged as formal complaints unless you specifically ask us to treat them as such.
3. How to Make a Complaint
You can make a complaint in person at our premises or in writing. If you raise a concern during a phone conversation or at our site, we will ask your permission to record it as a formal complaint so we can track and respond properly.
When making a complaint, please provide as much relevant information as possible, including:
• Your full name and any reference number associated with your booking or storage unit.
• The date and approximate time of the incident or issue.
• A clear description of what happened and what outcome you are seeking.
• Any supporting information, such as photographs, inventories, or written notes.
This information helps us investigate thoroughly and respond more quickly.
4. Informal Resolution in the First Instance
Where possible, we aim to resolve issues informally at the earliest opportunity. If you raise a concern with a member of staff or a driver while your storage or removal service is taking place, they will do their best to resolve the matter immediately or escalate it to a supervisor on the same day.
If the matter is resolved to your satisfaction at this stage, we may still record the details internally so we can monitor recurring issues and improve our service, but it may not proceed to the formal complaint stage.
5. Formal Complaint Process
If your concern cannot be resolved informally, or you prefer a formal review, the following process will apply.
5.1 Acknowledgement
We will acknowledge your formal complaint as soon as reasonably possible. The acknowledgement will confirm that we have received your complaint, summarise our understanding of the issue, and outline the next steps in the process.
5.2 Investigation
Your complaint will be passed to an appropriate manager who is responsible for investigating the matter. This may involve:
• Reviewing relevant documentation, including contracts, inventories and job sheets.
• Speaking to staff, drivers or contractors involved.
• Examining our records relating to your booking or storage unit.
• Considering any evidence you provide.
5.3 Response
Once we have completed our investigation, we will provide you with a written response. This will explain:
• Our understanding of the complaint and the key issues involved.
• The steps taken to investigate.
• Our findings and decision.
• Any actions we will take to put things right, where appropriate.
• Any changes we plan to make to prevent similar issues in future.
If we need more time to complete the investigation, we will let you know and give you an updated timescale.
6. Outcomes and Remedies
Where we find that something has gone wrong, we will seek to provide a fair and reasonable remedy. Depending on the circumstances, this may include:
• An explanation and, where appropriate, an apology.
• Corrective action to complete or improve the service provided.
• Adjustments or credits to your account where justified.
• Internal changes to procedures, staff training or supervision.
All remedies are considered on a case by case basis, taking into account the terms and conditions of our services and any applicable legal obligations.
7. Escalation of Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that the decision be reviewed at a higher level within our organisation. When you ask for escalation, please clearly explain why you remain dissatisfied and what you believe would be a fair resolution.
The escalated review will be carried out by a senior member of our team who was not directly involved in the original decision, where possible. They will consider the original complaint, the investigation and outcome, and any new information you provide, before issuing a final response.
8. Your Responsibilities When Making a Complaint
To help us handle your complaint effectively, we ask that you:
• Raise concerns as soon as reasonably possible after the event.
• Provide accurate and complete information about what happened.
• Treat our staff respectfully throughout the process.
• Respond to any reasonable requests for additional information.
We reserve the right to end communication where behaviour becomes abusive or threatening. In such situations, we may only communicate in writing and may involve appropriate authorities if necessary.
9. Recording and Monitoring Complaints
We maintain an internal record of formal complaints, including how they were resolved. This helps us to:
• Identify recurring issues affecting our storage and removal services.
• Review and improve our processes, training and customer communication.
• Ensure that complaints are handled consistently and fairly.
Any personal data collected during the complaint process will be handled in line with applicable data protection requirements and used only for the purposes of managing your complaint and improving our services.
10. Review of This Complaints Procedure
We review this complaints procedure periodically to ensure it remains clear, effective and aligned with our commitment to high standards in storage and removal services. Updated versions will apply from the date they are published and will govern how new complaints are handled from that point forward.
If you have any questions about this procedure, you can raise them with a member of our team, who will be happy to explain how it applies to your situation.
