Complaints Procedure for Storage Kingston upon Thames
Storage Kingston upon Thames is committed to providing reliable storage and removal support services and to handling all complaints in a fair, transparent and timely way. This complaints procedure explains how you can raise a concern about our services, what you can expect from us at each stage, and how we will work with you to reach a satisfactory outcome wherever possible.
Scope of this complaints procedure
This procedure applies to all customers using our storage, removal, collection, delivery, packing, or related support services. You can raise a complaint about any aspect of our service, including but not limited to bookings, handling of goods, storage arrangements, punctuality, conduct of team members, billing and invoicing, or the information provided to you before or after your move or storage period.
We treat all complaints seriously, regardless of the value of the job or the type of service you have received.
What we mean by a complaint
A complaint is any expression of dissatisfaction from a customer about our services or our service partners, whether it is made verbally or in writing, and whether or not you specifically use the word complaint.
We welcome complaints as an opportunity to put things right where we have fallen short and to improve our storage and removal operations for the future.
How to make a complaint
You can make a complaint in the following ways:
Verbally, by speaking to a member of our team in person or by telephone. In writing, by sending a letter to our office address. When you contact us, please provide as much information as possible, including your full name, service address or storage reference, dates of service, a clear description of the issue, and what outcome you are seeking. This will help us investigate and respond to you more efficiently.
Initial resolution and frontline handling
Where possible, we aim to resolve complaints at the first point of contact. If you raise your concern during a removal or storage appointment, the team on site will do their best to address the issue immediately, within the limits of their authority and safety responsibilities.
If the matter cannot be resolved on the spot, or if you are not satisfied with the initial response, your complaint will be escalated to a manager for further review. In all cases, we aim to acknowledge your complaint promptly and confirm how it will be handled.
Acknowledgement of your complaint
When you submit a complaint in writing, we will send you an acknowledgement within a reasonable period of time. This acknowledgement will confirm that we have received your complaint and will provide an outline of the next steps in the process. In some cases, we may contact you for further details to ensure we fully understand your concerns before beginning our investigation.
How we investigate complaints
Our investigation will be proportionate to the seriousness and complexity of the issues you have raised. This may include reviewing booking information and contracts, examining inventories or condition reports, checking vehicle and storage records, speaking with staff who were involved, and assessing timelines and communications with you.
We aim to approach every complaint with an open mind. Where appropriate, we may contact you to clarify specific points, request photographs or other supporting information, or arrange a call to discuss the matter in more detail. This helps us understand the impact on you and consider all relevant circumstances.
Our response and possible outcomes
Once our investigation is complete, we will provide you with a clear written response. This will set out what we have understood your complaint to be, the steps we have taken to investigate, our findings, and our decision. Where we identify that something has gone wrong, we will seek to put things right in a fair and reasonable way.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, practical steps to remedy the issue where possible, a review of our internal processes or training, or other appropriate forms of redress. Any financial remedies will be considered in line with our terms and conditions and any relevant insurance or liability provisions.
Timeframes for handling complaints
We aim to resolve most complaints within a reasonable time from the date of receipt. Straightforward issues may be resolved much sooner, while more complex complaints, especially those involving detailed investigation of storage or removal records, may take longer.
If we are unable to provide a final response within our usual timeframes, we will update you on the progress of your complaint and let you know when you can expect a further update or a final response.
Escalation and further review
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior member of our team. In your request, please explain why you remain dissatisfied and what outcome you are seeking. The senior reviewer will consider the original investigation, any additional information provided by you, and whether our response was fair and reasonable in all the circumstances.
Following this review, we will provide you with a final position statement, explaining our conclusions and the reasons for them.
Recording and monitoring complaints
We record all formal complaints in a central register. This enables us to monitor recurring themes, identify areas for improvement, and review the effectiveness of our storage and removal services. We may use anonymised information from complaints to train our staff, update procedures, or refine our customer communications.
Confidentiality and data protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared within our organisation on a need to know basis and will be retained only for as long as necessary to manage the complaint and meet our legal or regulatory obligations.
Our commitment to continuous improvement
We strive to deliver a dependable and considerate service across all aspects of our storage and removal operations. Feedback from complaints is a valuable part of our commitment to continuous improvement. By following this complaints procedure, we aim not only to resolve individual issues but also to enhance our service for all customers in the future.
