Storage Herne Hill Complaints Procedure
Storage Herne Hill is committed to providing reliable storage and removal services and to resolving any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear route for customers to raise issues about our storage or removal services, our staff, or any part of your experience with Storage Herne Hill. It applies to all customers, whether you use short-term or long-term storage, domestic or commercial removals, or related services such as packing and handling.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they were delivered, where you would like a response or resolution. Examples may include:
Problems with storage services, such as access, billing or contract terms.
Concerns about a removal service, such as timing, conduct, or handling of items.
Disputes about charges, fees, or quoted versus final costs.
Concerns about communication, customer service or our staff.
This procedure is not intended for general enquiries or requests for information; it is specifically for matters where you feel something has gone wrong and needs to be put right.
How to Make a Complaint
You can make a complaint using any reasonable written format. You may write to us, or complete a written complaint at our premises. If you prefer, you can raise your complaint verbally in person, and we will make a written note of your concerns for you to review and confirm.
When submitting a complaint, please provide the following information to help us investigate efficiently:
Your full name and any reference or contract number related to your storage or removal service.
The date or dates when the issue occurred.
A clear description of what happened and why you are dissatisfied.
Details of any staff you dealt with, where relevant.
Any supporting information you wish us to consider, such as photographs or inventories.
What you would consider a reasonable resolution, if you have a particular outcome in mind.
Our Initial Response
We aim to acknowledge all complaints promptly. You will receive confirmation that we have received your complaint and that it is being reviewed. In this first response, we will outline the next steps, provide an indicative timescale for our investigation, and confirm who is responsible for handling your case.
Investigating Your Complaint
Your complaint will be handled by a member of the management team who was not directly involved in the issue, wherever possible. They may:
Review your contract, booking information, storage or removal records and any relevant documentation.
Speak to staff members who were involved or on duty at the relevant time.
Inspect any storage units, equipment or vehicles involved, where applicable.
Assess any evidence you have provided, including photographs, notes or correspondence.
Throughout the investigation, we will aim to remain impartial, fair and objective. If we need further information from you, we will contact you to request clarification or additional details.
Timeframes for Resolution
We aim to resolve most complaints within a reasonable timeframe that reflects the nature and complexity of the matter. Where an investigation is likely to take longer, we will keep you informed of progress and provide an updated timescale. Our goal is to ensure that all concerns, whether related to storage, packing or removal services, are addressed as quickly and effectively as possible without compromising thoroughness.
Our Decision and Outcome
Once we have completed our investigation, we will provide you with a clear written response. This will include:
A summary of the complaint as we understand it.
An outline of the steps we took to investigate the matter.
Our findings and decision.
Any remedial action we propose, where appropriate.
Possible outcomes may include an explanation or apology, corrective action, a review of our procedures, or other forms of redress where justified. If we do not uphold your complaint, we will clearly explain our reasons.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior manager. You should do this in writing, stating why you disagree with the initial decision and providing any additional information you feel is relevant.
The review will focus on whether the complaint was investigated fairly, whether all relevant information was considered, and whether the outcome was reasonable in the circumstances. Following this review, we will provide a final written response.
Respectful Conduct and Confidentiality
We expect all parties to behave respectfully throughout the complaints process. We will not tolerate abusive, threatening or discriminatory behaviour towards our staff, contractors or other customers.
All complaints are handled confidentially. Information is only shared internally with team members who need it to investigate and respond. We may use the information from complaints, in anonymised form where appropriate, to improve our storage and removal services, staff training and customer care processes.
Continuous Improvement
Storage Herne Hill views complaints as an opportunity to review and improve our services. Feedback about storage conditions, access arrangements, handling during removals, punctuality, and communication helps us refine our processes and raise our standards. We regularly review complaints data to identify trends and areas for improvement so that we can deliver a more reliable, efficient and professional service to all customers.
Accessibility of this Procedure
This Complaints Procedure is available to all customers using our storage and removal services. If you require the procedure in an alternative format, or if you need assistance in making a complaint, please let us know and we will do our best to support you. Our aim is to ensure that every customer has a fair and accessible way to raise concerns and seek resolution.
