Complaints Procedure for Storage Canning Town Customers
Storage Canning Town is committed to providing a reliable, professional service for all storage and removal customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right, learn from the experience, and continually improve our storage and moving services.
This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage.
Scope of this Complaints Procedure
This procedure applies to all individual and business customers who use our storage units, packing, handling, loading, unloading, or removal-related services. It covers issues such as service quality, conduct of our staff or contractors, clarity of information provided, billing and charges, and handling of goods in our care.
This procedure does not cover matters that are already the subject of legal action, insurance-only claims that must be handled solely by an insurer, or complaints regarding third party services that are not under our control.
Our Complaints Principles
We follow these principles when handling complaints:
We make it straightforward for you to tell us if something has gone wrong.
We treat all complaints seriously, fairly, and with respect.
We investigate complaints promptly and impartially.
We keep you informed of progress and expected timescales.
We aim to resolve issues at the earliest opportunity and, where appropriate, offer practical solutions.
We use feedback and complaint outcomes to improve our storage and removals services.
How to Make a Complaint
We encourage you to raise any concern as soon as possible. In many cases, an issue can be resolved quickly by speaking to a member of our team at the branch you use or by contacting our customer service team through your usual channel.
If your concern is not resolved informally, you can make a formal complaint. When doing so, please provide:
Your full name and, if applicable, your company name.
Your storage or removal reference, if you have one.
Clear details of what happened, including relevant dates and times.
The names or descriptions of any staff members involved, if known.
Details of any loss, damage, or inconvenience experienced.
What outcome you are seeking, where you have a specific resolution in mind.
We recommend submitting your complaint in writing so there is a clear record of the issue and the points you wish us to consider.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will log the details, assign it to an appropriate person for review, and let you know who is handling your case whenever possible.
During the initial review, we may:
Clarify any points that are unclear or request further information or evidence.
Check our records, including storage or removal documentation, inventory lists, schedules, and communications.
Speak to relevant members of staff or contractors who were involved in the service.
We aim to provide an initial response within a set period. If we need more time due to the complexity of your complaint, we will let you know and provide an updated timescale.
Stage Two: Detailed Investigation and Outcome
If your complaint cannot be resolved at Stage One or involves more serious or complex issues, it will proceed to a detailed investigation. This may be carried out by a manager or another senior member of the team who was not directly involved in the original matter.
The investigation may include:
A full review of all relevant documents and communication records.
Consideration of our terms and conditions and any applicable policies.
Discussions with staff or contractors to understand what occurred.
Assessment of any loss or damage in line with agreed terms and any applicable insurance.
Once the investigation is complete, we will write to you with our findings. Our response will explain:
What we have found and how we reached our conclusions.
Whether your complaint is upheld, partially upheld, or not upheld.
Any steps we have taken or propose to take to resolve the issue.
Any changes we intend to make to our processes or training as a result.
Possible Resolutions
Depending on the nature of your complaint and our findings, possible outcomes may include:
An explanation and, where appropriate, an apology.
Correction of inaccurate information or records.
Practical remedies, such as arranging additional services or adjustments to existing arrangements.
Consideration of compensation in line with our terms and conditions and any relevant insurance arrangements.
Changes to internal procedures, systems, or staff training to reduce the chance of a similar issue occurring again.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint at the conclusion of our investigation, you may request a review of the decision. In your request, please explain why you disagree with our findings or resolution and provide any new information you would like us to consider.
This review will be carried out by a senior member of the business who has not previously been involved with your complaint, where possible. After the review, we will provide a final written response.
Where applicable, we may signpost you to any external dispute resolution or advisory bodies that are relevant to the type of service you have used, particularly where storage and removals standards are concerned. The availability of such options will depend on the specific service and any relevant membership or regulatory frameworks in place at the time.
Time Limits for Complaints
We ask that you raise complaints as soon as you become aware of a problem. For issues such as loss or damage to goods during storage or transit, it is important that you notify us as quickly as possible so that we can inspect the situation accurately and consider any insurance aspects in line with our terms and conditions.
There may be specific time limits for reporting certain types of issues, particularly in relation to insurance or removal services. These time limits will be set out in your agreement or relevant documentation, and they will still apply alongside this complaints procedure.
Recording and Using Complaint Information
We keep records of complaints in order to monitor trends, identify recurring issues, and improve our services. Information is retained and managed in line with our data protection responsibilities. We may use anonymised data from complaints to review performance and shape staff training, operational processes, and customer information for our storage and removal services.
Our Commitment to Continuous Improvement
Feedback from customers is essential to maintaining and improving standards. By raising concerns, you help us to refine our processes, strengthen our handling of goods, enhance communication around collection, delivery, and storage, and support the quality of service we aim to provide to every customer.
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with current best practice in storage and removals. We reserve the right to update or amend this procedure, and any revised version will apply to complaints raised after the date of publication.
