Storage East Sheen Complaints Procedure
Storage East Sheen is committed to providing a reliable, professional and courteous service for storage and removals. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our services. This Complaints Procedure explains how to raise a complaint, how we will respond, and what you can expect from us at each stage.
Our Commitment To You
We aim to resolve all complaints fairly, consistently and as quickly as possible. We will treat you with respect, listen carefully to your concerns and keep you informed throughout the process. Complaints are reviewed by appropriate members of our team, and we use the outcome to improve our storage and removal services.
What Is A Complaint
A complaint is any expression of dissatisfaction about our services, including but not limited to storage, removals, packing, handling of goods, customer service, invoicing or communication, where you are seeking a response or resolution from us. You do not need to use the word complaint for us to treat your concern as one. If you tell us that you are unhappy with our service and would like it looked into, this procedure will apply.
Who Can Make A Complaint
This procedure applies to all customers of Storage East Sheen, including individuals, households, businesses and organisations using our storage units, removal services or related solutions. Complaints can be raised by the account holder or by an authorised representative acting on their behalf. If a representative contacts us, we may need to confirm their authority with the account holder before discussing account-specific details.
When To Raise A Complaint
You should raise your complaint as soon as reasonably possible after the issue arises. This gives us the best opportunity to investigate fully and to resolve matters promptly. In cases involving damage or loss of items during storage or removals, we may ask for supporting information, such as photographs, inventories, or relevant documentation, so it is helpful if you keep these available.
Stage One: Informal Resolution
We encourage you to raise your concerns informally in the first instance. Many issues can be resolved quickly by discussing them with the member of staff you have been dealing with or by contacting our customer service team. At this stage, our focus is on understanding what has gone wrong and agreeing a practical solution with you wherever possible.
During informal resolution we will listen to your concerns, clarify any details we do not understand, and, where appropriate, apologise and explain what we will do to put things right. If you are satisfied with the outcome, we will treat the matter as resolved. However, if you are not satisfied, you may ask for your complaint to be handled under Stage Two.
Stage Two: Formal Complaint
If your concern has not been resolved informally or you feel the matter is more serious and requires a formal review, you can raise a formal complaint. When doing so, please clearly explain what has happened, when it happened, which service it relates to, and how you would like us to remedy the situation. Providing as much relevant detail as possible will help us investigate thoroughly.
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and confirm that it is being investigated under this procedure. A manager or senior member of staff who was not directly involved in the original issue will normally conduct the investigation. They may contact you for further information, ask questions to clarify the facts, and review any relevant records, such as booking details, storage agreements or removal documentation.
At the conclusion of the investigation, we will provide you with a written response. This will explain the outcome of our review, any findings we have made, and what action we will take. Where a complaint is upheld, this may include an apology, corrective action, or other appropriate steps. Where a complaint is not upheld, we will explain our reasons clearly.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you can request a further review. This is usually carried out by a more senior member of the company who has not previously been involved. The purpose of this stage is to review how your complaint was handled, whether our decision was reasonable in light of the information available, and whether any further steps are appropriate.
We may ask you to explain which aspects of our Stage Two response you disagree with and why. After considering your comments and reviewing the case, we will provide you with a final written response. This will mark the end of our internal complaints procedure.
Timeframes For Handling Complaints
We aim to deal with all complaints as promptly as possible while ensuring a fair and thorough investigation. Informal concerns are often resolved immediately or within a few working days. Formal complaints and further reviews may take longer, depending on complexity and the availability of information. If we need additional time, we will let you know and keep you informed of progress.
Our Approach To Fairness And Confidentiality
All complaints are handled in accordance with our commitment to fairness, transparency and confidentiality. We will treat your complaint objectively, without bias, and consider the perspective of everyone involved. Information you provide will be used only for the purpose of investigating and resolving your complaint, and will be stored and handled in line with our data protection obligations.
Raising a complaint will not affect your right to use our storage or removal services, provided any contractual obligations are met. We will not treat you less favourably for making a complaint in good faith.
Using Complaints To Improve Our Services
We view complaints as an important source of feedback. They help us identify where our storage, removals and customer support services can be improved. We regularly review complaint outcomes to look for trends, training needs and opportunities to enhance our processes and customer experience. By following this procedure, you help us maintain and raise the standards of service we offer.
Alternative Options
This procedure sets out how Storage East Sheen will respond internally to complaints. It does not affect any statutory rights you may have under consumer or contract law. If you are unsure about your legal rights, you may choose to seek independent advice. We will always cooperate reasonably with any legitimate external review process while continuing to focus on resolving matters directly with you wherever possible.
If you have any concerns about our storage or removal services, we encourage you to tell us. We value your feedback and will do our best to resolve your complaint promptly and fairly.
