Storage Southborough Complaints Procedure
Storage Southborough is committed to providing a reliable, professional service for customers using our storage and associated removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.
Scope of this Complaints Procedure
This procedure applies to complaints about the services provided by Storage Southborough, including storage, collection, delivery, and removal-related services. It covers concerns about service quality, staff conduct, communication, loss or damage to goods, and administration such as bookings, invoicing, and documentation. It does not cover disputes that are already the subject of legal proceedings or matters that fall outside our contractual responsibilities.
Our Commitment to You
We aim to handle all complaints fairly, consistently, and promptly. We will:
Listen carefully to your concerns and treat you with respect and courtesy at all times. Record and review all relevant information so that we fully understand what has happened. Seek to resolve your complaint as quickly as possible and to your reasonable satisfaction. Explain our decisions clearly, including the reasons for any outcome we reach. Use the feedback we receive to review our processes and improve our storage and removal services.
How to Raise a Complaint
If you are unhappy with any aspect of our service, please tell us as soon as possible. In many cases, issues can be resolved quickly by speaking to a member of our team at the time the problem arises, for example during a move, collection, or when accessing your storage unit. If the issue cannot be resolved informally, or you prefer to raise it more formally, you can submit a complaint in writing. Please include the following information where possible:
Your full name and any reference or booking number connected to your storage or removal service. The dates and locations relevant to your complaint. A clear description of what went wrong and who was involved, if known. Details of any loss, damage, or inconvenience you believe you have suffered. Copies of any supporting evidence, such as photographs, inventories, or signed job sheets, if available. An indication of what outcome you are seeking.
Providing detailed information at the outset will help us to investigate your complaint efficiently and respond more quickly.
Acknowledgement of Your Complaint
Once we receive your written complaint, we will record it in our internal complaints log. We will normally acknowledge your complaint within five working days. Our acknowledgement will confirm that we have received your complaint, the name or role of the person responsible for handling it, and an initial indication of the expected timescale for our response. If we need any further information from you at this stage, we will let you know.
Investigation and Review
We will conduct a thorough and impartial investigation into your complaint. This may include:
Reviewing your account, booking details, and any relevant storage or removal documentation. Speaking with members of staff involved, such as drivers, porters, or office personnel. Examining photographs, inventories, or condition reports, where these exist. Considering our terms and conditions, service standards, and any applicable industry guidance.
We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If, due to the complexity of the issues or the availability of information, we need more time, we will tell you and provide an updated timeframe.
Our Response and Possible Outcomes
When our investigation is complete, we will send you a written response setting out:
A summary of your complaint. The steps we took to investigate it. Our findings and conclusions. Any actions we propose to take.
Depending on the nature of the complaint and the outcome of our investigation, this may include:
An explanation or clarification where there has been a misunderstanding. An apology where our service has fallen below the standards we aim to provide. Practical steps to put matters right, where this is possible. Consideration of a goodwill gesture or compensation, in line with our terms and conditions and any applicable limitations of liability. Confirmation of any changes we intend to make to our processes, training, or communication as a result of your feedback.
Escalating Your Complaint
If you are dissatisfied with our final response, you may request that your complaint is reviewed by a more senior member of our management team, provided this has not already occurred. You should explain why you are unhappy with the initial outcome and highlight any information you believe has not been fully considered. Following this review, we will provide a further written response. This will represent our final internal decision on the matter.
Record Keeping and Continuous Improvement
We keep records of all complaints, including the issues raised, how they were handled, and the outcomes reached. This information is regularly reviewed to identify patterns, recurring problems, or areas where our storage and removal services can be improved. Complaints and customer feedback play an important role in our staff training and in maintaining consistent service standards.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared within Storage Southborough where necessary for the purposes of investigating and resolving the issue. We handle personal data in accordance with our privacy practices and applicable data protection requirements. By submitting a complaint, you consent to us using the information you provide to manage and respond to your concerns.
Updates to this Complaints Procedure
Storage Southborough may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The version published on our website will always be the most current. We encourage customers to review it periodically, particularly when using our services for storage, removals, or related activities.
