Storage Collier Row Complaints Procedure
Storage Collier Row is committed to providing a reliable and professional storage and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put things right, learn from the issue, and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and fair process for raising concerns or complaints about any aspect of our storage or removal services. It applies to all customers who have booked or used our services, including storage, packing, loading, transport, and related support services. Our aim is to resolve most issues quickly and informally, while also providing a structured process for more serious or complex complaints.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Storage Collier Row. This can include, but is not limited to:
Concerns about the quality, timing, or reliability of our storage or removal services. Issues with the conduct or professionalism of our staff or contractors. Problems with documentation, agreements, or charges that you believe are unclear or incorrect. Damage, loss, or perceived risk to your belongings while in our care. Communication issues, such as not being kept informed or not receiving replies within reasonable timeframes.
You do not need to use specific words or legal language. If you tell us you are unhappy with our service and want us to respond, we will treat this as a complaint.
Raising a Complaint Informally
In many cases, concerns can be resolved quickly by speaking directly to the team member you have been dealing with, such as your move coordinator or the member of staff at the storage facility. We encourage you to raise issues as soon as possible so that they can be addressed promptly, ideally at the time they arise or shortly afterwards.
When you raise a concern informally, we will aim to resolve it immediately or within a few working days. We may ask for relevant information, such as your booking reference or move date, to help us investigate and respond.
Making a Formal Complaint
If your concern cannot be resolved informally, or you feel it is serious enough to require a formal review, you can make a formal complaint. Please set out your complaint in writing and include the following details:
Your full name and, if applicable, the name on the booking. The dates of the storage or removal service involved. A clear description of what happened and why you are dissatisfied. Any steps already taken to resolve the matter informally. Any supporting information you consider relevant, such as photographs, inventory lists, or correspondence.
We recommend making a formal complaint as soon as reasonably possible after the issue arises, so that records and information remain clear and easy to verify.
Our Acknowledgement and Initial Review
Once we receive your formal complaint, we will acknowledge it and confirm that it is being investigated. We will record your complaint in our internal log so we can track progress and identify any patterns that indicate where our services can be improved.
We will allocate a member of our management team to review your complaint. Wherever possible, this will be someone who was not directly involved in the matter you are complaining about, to ensure a fair and balanced review.
Investigation and Response Timescales
During the investigation we may contact you to clarify details, request additional information, or discuss possible solutions. We aim to provide a full written response within a reasonable period of time, taking into account the complexity of the complaint and the availability of information.
Our written response will usually include a summary of your complaint, the steps we have taken to investigate, our findings based on the information available, any decision we have reached, and any actions we propose to take to resolve the matter. Where appropriate, this may include an apology, corrective action, or an explanation of why we are unable to agree to a particular outcome.
If You Are Not Satisfied With the Outcome
If you remain unhappy after receiving our formal response, you may ask for your complaint to be reviewed at a higher level within Storage Collier Row. You should explain why you believe the response is unsatisfactory and provide any further information you wish us to consider.
We will arrange for a senior member of our team, who has not previously been involved in the complaint, to carry out a review. They will consider the original complaint, the previous investigation, and any new information you have provided. We will then provide a final written response setting out our position.
Our Commitment to Fairness and Confidentiality
We will treat all complaints seriously, fairly, and with respect. We will handle your information in confidence and only share it with team members who need it in order to investigate and resolve your complaint. We will not treat you unfavourably for making a complaint, and your right to receive the same standard of storage or removal service will not be affected.
Using Complaints to Improve Our Services
Complaints help us identify where processes, training, communication, or systems may need improvement. We regularly review our complaints log to monitor recurring issues, trends, and potential risks. Where appropriate, we use the lessons learned from complaints to update our procedures, enhance staff training, and refine how we deliver storage and removal services to our customers.
Alternative Dispute Resolution
If, after following this complaints procedure, you still feel that your concerns have not been resolved, you may wish to seek independent advice or explore alternative dispute resolution options available to consumers of storage and removal services. While we will always aim to resolve matters directly with you, we recognise your right to consider external avenues where appropriate.
Review of This Complaints Procedure
Storage Collier Row will review this complaints procedure periodically to ensure it remains clear, fair, and effective for customers using our storage and removal services. Any updates will apply to future complaints and will be available to customers on request.
