Complaints Procedure at Storage Charlton
Storage Charlton is committed to providing reliable storage and removals services and to dealing with all customers fairly, consistently, and promptly. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The aim of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong with our storage or removal services. We use all feedback, including complaints, to improve our processes, staff training, communication, and service standards.
This procedure applies to all customers using Storage Charlton for storage, removals, packing, or related services. It covers issues such as service quality, delays, damage to goods, communication, billing queries, and conduct of staff or contractors.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of the services provided by Storage Charlton, where a response or resolution is expected. This includes, but is not limited to:
Concerns about how your storage unit, containers, or goods have been handled.
Problems with removal services, including collection, transport, or delivery of your belongings.
Issues relating to charges, invoicing, or agreed quotations.
Concerns regarding staff behaviour, professionalism, or communication.
Any situation where you feel we have not met our contractual obligations or the standards you reasonably expected.
How to Make a Complaint
You can submit a complaint in writing or by speaking to a member of our team. Written complaints help us keep a clear and accurate record of the issue, but we will accept complaints in any reasonable format. Please provide as much detail as possible, including:
Your full name and any reference or booking numbers related to your storage or removals service.
A clear description of what happened, including dates, times, and locations where relevant.
Names or descriptions of any staff members involved, if known.
Details of any correspondence or discussions you have already had about the issue.
What outcome or resolution you are seeking, where this is known.
We encourage customers to raise concerns as soon as possible so we can investigate while the events are still recent and records are more easily available.
Stage One: Initial Resolution
In the first instance, we ask that you raise your complaint with the member of staff you have been dealing with, or with our front-line team at the site managing your storage or removals booking.
Our aim at this stage is to resolve the matter quickly and informally, where possible. We will:
Listen carefully to your concerns and clarify any points where needed.
Check relevant records, booking details, and service notes.
Offer an explanation and, where appropriate, propose a practical solution or next step.
Many issues can be resolved promptly at this stage. If you are not satisfied with the outcome, you may request that the complaint is escalated to Stage Two.
Stage Two: Formal Investigation
If your complaint cannot be resolved at Stage One, or if you feel it has not been handled fairly, you may request a formal investigation. At this stage, your complaint will be reviewed by a manager who was not directly involved in the original matter, where possible.
During a formal investigation we will:
Acknowledge your complaint in writing and confirm that it is being treated under this procedure.
Review all relevant documents, booking records, and any reports from removal crews or storage staff.
Speak with the staff involved and any other relevant parties.
Assess what happened against our terms and conditions, policies, and normal service standards.
We will aim to provide a written outcome within a reasonable period from the date we receive your formal complaint. If we need more time due to the complexity of the issue, we will let you know and explain why.
Our Response and Possible Outcomes
At the end of our investigation, we will write to you to explain:
Our understanding of your complaint and the facts as we see them.
Whether we uphold your complaint in full, in part, or not at all.
The reasons for our decision and how we reached it.
Any steps we will take to put matters right, where appropriate.
Possible outcomes may include an apology, an explanation, corrective action, staff training, changes to procedures, or other remedies in line with our terms and conditions and any applicable legal obligations.
Further Review
If you remain dissatisfied after the formal investigation, you may request a further internal review. This request should set out why you disagree with our findings or the proposed resolution. A senior member of our team will then review the handling of your complaint, the evidence considered, and the decisions made.
The reviewer may uphold the original decision, alter the outcome, or request additional investigation. You will receive a final written response explaining the result of this review.
Time Limits for Complaints
We recommend that complaints about storage or removals services are raised as soon as possible and normally within a reasonable period from the date of the event you are concerned about. This helps ensure that records are accessible and that staff can recall events accurately. In some circumstances, complaints raised after a significant delay may be more difficult to investigate, but we will always consider the specific circumstances.
Our Commitment to Fairness and Confidentiality
All complaints are handled in a fair, objective, and non-discriminatory manner. Making a complaint will not affect the level of service you receive from Storage Charlton. We will treat all information you provide as confidential and will only share it with those who need it in order to investigate and resolve your complaint.
We also record and monitor complaints so that we can identify recurring issues, review our performance, and improve our storage and removal services over time.
Accessibility and Assistance
Storage Charlton aims to make this Complaints Procedure accessible to all customers. If you need assistance in raising a complaint or require information in an alternative format, please let us know. We will take reasonable steps to support you in setting out your concerns and understanding our responses.
By using this procedure, you help us maintain and improve the quality, reliability, and safety of our storage and removals services for all customers.
