Complaints Procedure for Storage Chelsfield Customers
This complaints procedure explains how customers of Storage Chelsfield can raise concerns about storage, removals and associated services, and how those concerns will be managed. Our aim is to resolve issues fairly, consistently and as quickly as possible while maintaining clear communication at every stage.
Our Commitment to Handling Complaints
We are committed to providing reliable storage and removal services and to putting things right when they go wrong. Every complaint is taken seriously and is used as an opportunity to improve our services and internal processes. You will always be treated courteously and with respect, and your complaint will be handled in a confidential and impartial manner.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our storage, removals or related services, whether it is justified or not. This may include issues involving customer service, collection and delivery arrangements, handling of goods, storage facilities, charges or invoicing, and communication before, during or after a move or storage period.
If you are unsure whether your concern is a complaint, you should raise it with us using the steps below and we will guide you through the process.
How to Make a Complaint
You can make a complaint in writing or verbally. Providing your complaint in writing can help ensure that all details are clearly recorded, but you are not obliged to do so. When submitting a complaint, please include the following where possible:
Your full name and contact details, details of the service you received, including any relevant dates, a clear description of what went wrong, supporting information such as inventory lists, job references or photographs, and what outcome or resolution you are seeking.
Complaints can be made to any member of our team, who will ensure your concerns are passed to the appropriate person for review.
Stage One: Initial Review and Response
At the first stage, your complaint will be handled by an appropriate member of our team, usually the person responsible for overseeing the relevant storage or removals service. We will aim to:
Acknowledge your complaint within five working days, assess the details and, if necessary, request any further information, and provide an initial response or proposed resolution within ten working days of acknowledging your complaint.
In many cases, complaints can be resolved at this stage through clarification, an explanation of what happened, corrective action or a goodwill gesture where appropriate.
Stage Two: Escalation and Further Investigation
If you are not satisfied with the outcome at Stage One, you may request that your complaint is escalated. At Stage Two, your complaint will be reviewed by a senior member of our management team who was not directly involved in the original matter wherever possible.
The manager will conduct a fuller investigation, which may include reviewing documents and records, speaking with staff involved in the service, and, where appropriate, contacting you to clarify aspects of your complaint. We will aim to provide a detailed written response within fifteen working days of your escalation request. If further time is required due to the complexity of the matter, we will inform you and provide a revised timescale.
Stage Three: Final Internal Review
If you remain dissatisfied after the Stage Two response, you may request a final internal review. This review will consider whether our complaints procedure has been followed correctly and whether the outcomes reached are reasonable in light of the available evidence.
We will aim to complete the final review and provide a written outcome within twenty working days of your request. This will represent the end of our internal complaints process. At this point, we will confirm whether we believe our final position is fair and reasonable and explain any further options that may be available to you outside our organisation.
Time Limits for Making a Complaint
To allow us to investigate effectively, we ask that you raise your complaint as soon as possible after the issue occurs. Complaints made more than six months after the event, or more than six months after you became aware of the issue, may be more difficult to investigate fully, but we will still consider any information you are able to provide.
Removals and Storage Related Complaints
Some complaints relate specifically to storage units, packing, handling or transportation of goods. In such cases, we may ask for additional information, including inventory documentation, photographs of any alleged damage, and details of access to premises. For removals, it is important that any visible damage or discrepancy is reported to us as soon as reasonably practicable after delivery or collection, to help us review the circumstances accurately.
Confidentiality and Data Protection
Your complaint will be handled in confidence and in accordance with relevant data protection requirements. Information about your complaint will be shared only with staff who need it to respond to the issues raised or to improve our services. Records of complaints are retained securely for an appropriate period to help us monitor and enhance our performance.
Monitoring and Service Improvement
We monitor complaints to identify patterns, recurring issues and opportunities for improvement in our storage and removals services. Lessons learned from complaints may lead to changes in staff training, operational processes, customer communication, or terms of service. By raising concerns, you help us provide a more reliable and efficient service for all customers.
Unreasonable or Abusive Behaviour
We understand that complaints may be made at stressful times, particularly when they involve moving home or business premises. Our team will always aim to remain calm and professional. However, we do not tolerate abusive, threatening or discriminatory behaviour towards our staff. In rare cases where behaviour is unreasonable, we may limit communication channels or, if necessary, cease contact while still fulfilling our legal and contractual obligations.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains effective, transparent and in line with relevant legal and industry standards for storage and removal services. We may update the procedure from time to time. The version published on our website will always be the most current.
If you wish to raise a concern or make a complaint, please contact us using the usual communication methods shown on our website, and we will guide you through the appropriate steps outlined in this procedure.
