Storage Old Malden Complaints Procedure
Storage Old Malden is committed to providing reliable storage and removals services, and to handling any complaints promptly, fairly and professionally. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.
1. Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to give customers a clear and straightforward way to tell us when something has gone wrong with our storage or removal services. It also sets out how we will investigate complaints, how we aim to resolve them, and how we use feedback to improve our services over time.
This procedure covers complaints about the service you have received from Storage Old Malden, including storage facilities, handling of goods, removal and transport services, customer service, billing and administration.
2. What We Class as a Complaint
We treat a complaint as any expression of dissatisfaction, whether written or verbal, about any aspect of our services where you would like a response or resolution. Examples include concerns about delays in removals, the condition of stored items on collection, the accuracy of invoices, or the behaviour of our staff.
We encourage you to raise any issues as soon as possible so that we have the best chance to investigate fully and put things right quickly.
3. How to Raise a Complaint
You can raise a complaint in writing or by speaking with a member of our team. Written complaints help us to record all relevant details clearly, so we recommend setting out your concerns in writing wherever possible.
When making a complaint, please provide:
The name on the storage or removals agreement, your reference details, the dates of the service, a clear description of what went wrong, and any supporting information, such as inventory lists or photographs of items where relevant.
By giving us full details at the outset, you help us to investigate thoroughly and respond more quickly.
4. Our Commitment to Fair Handling
We aim to deal with all complaints consistently, objectively and without unnecessary delay. Every complaint will be treated confidentially and will be handled by staff with the appropriate level of authority and experience to investigate the matter properly.
We will not treat you differently or less favourably in the future because you have made a complaint. Using this procedure will not affect your rights under any contract or under relevant consumer legislation.
5. Stages of the Complaints Process
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal records and carry out an initial review. We will acknowledge your complaint within a reasonable period, explaining who is dealing with it and what will happen next.
At this stage we may contact you for more information or clarification. Providing prompt and accurate responses helps us move the process forward efficiently.
Stage Two: Investigation
A member of our management team will investigate your complaint. This may involve reviewing your contract and inventory, speaking to staff members involved in your storage or removal, checking vehicle logs or warehouse records, and examining any supporting evidence you have provided.
Our goal is to understand what happened, why it happened, and whether our service fell short of our standards or of our contractual obligations. We may contact you during the investigation if we need further details or if we believe a site visit or inspection is required.
Stage Three: Response and Resolution
Once the investigation is complete, we will provide you with a clear written response. This response will set out our understanding of your complaint, the steps we took to investigate, our findings, and any actions we propose to resolve the matter.
Possible outcomes may include an explanation or apology, corrective action to our processes, putting right an aspect of the service where practical, or, where appropriate and in line with our terms and conditions and applicable law, an offer of financial adjustment or compensation.
Stage Four: Review if You Remain Dissatisfied
If you are not satisfied with the outcome at Stage Three, you may ask for a further review. In that case, where possible, a senior member of staff who has not been directly involved in the earlier investigation will review the handling of your complaint and the decision reached.
The reviewer will consider whether the procedure was followed, whether the investigation was fair and complete, and whether the outcome was reasonable in light of the evidence. Following this review, we will write to you with a final response.
6. Timeframes
We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the complexity of the issues raised, the need to contact third parties where relevant, and the availability of records.
If we cannot give you a full response within our usual timeframe, we will let you know, explain the reasons for the delay, and provide an updated timescale for when you can expect our detailed reply.
7. Your Responsibilities When Making a Complaint
To help us handle your complaint effectively, we ask that you raise concerns as soon as possible after the issue arises, provide accurate information, keep any documents or evidence that may be relevant, and communicate with our team in a respectful and constructive way.
This cooperation enables us to investigate properly and work with you towards a fair resolution.
8. Complaints Involving Damage or Loss
If your complaint involves alleged damage to or loss of items stored with us or handled during a removal, you should inform us promptly, and in line with any notification timescales set out in your contract or insurance policy.
We may request photographs of the items, proof of ownership or value, and a description of how and when you discovered the issue. In some cases we may also need to involve our insurers or other third parties. Any offer of compensation will be considered with reference to our terms and conditions, any declared values, chosen insurance cover, and relevant legal obligations.
9. Monitoring and Service Improvement
We regularly review information from complaints to identify any recurring issues and to improve our storage and removals services. This may include updating staff training, refining our handling and packing procedures, reviewing vehicle loading practices, or improving communication with customers before and after moves.
By raising concerns, you help us to keep our services safe, reliable and efficient for all customers.
10. Changes to this Complaints Procedure
Storage Old Malden may update this Complaints Procedure from time to time to reflect changes in legislation, industry standards, or our internal policies. Any updated version will apply to complaints raised after the date of publication.
If you have any queries about this procedure or are unsure how it applies to your situation, you can contact our team and we will be happy to explain how it works in relation to your storage or removals agreement.
