Complaints Procedure for Storage Custom House
This Complaints Procedure explains how customers can raise concerns about services provided by Storage Custom House, including storage, packing, handling and removal services. Our aim is to resolve any problems quickly, fairly and in a way that helps improve our service for all customers.
Our Commitment to You
We are committed to providing a professional and reliable storage and removals service. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. All complaints are taken seriously and handled with respect, confidentiality and without discrimination.
We aim to:
Respond promptly to all complaints.
Investigate concerns thoroughly and objectively.
Provide clear explanations and, where appropriate, suitable remedies.
Use feedback to improve our services and customer care.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, our contractors, or the way we have handled a previous concern. This may include issues related to:
Storage arrangements, access or conditions.
Collection, transport or delivery of goods.
Packing, loading, unloading or handling of items.
Timescales, communication or customer service.
Charges, billing or contractual information.
If you are unsure whether your concern is a complaint, you should still raise it with us. We will treat all concerns seriously and direct them to the appropriate person.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints allow us to keep a clear record of the issue and may help us investigate more efficiently, but we will accept complaints in any reasonable format.
When making a complaint, please provide as much detail as possible, including:
Your full name and any relevant reference or booking number.
The date and location of the service.
A clear description of what has gone wrong.
Details of any conversations you have already had with our team.
What outcome or resolution you are seeking.
We encourage customers to raise concerns as soon as possible after the issue arises so that we can investigate while the details are still fresh.
Stage One: Frontline Resolution
In the first instance, we encourage you to speak to the member of staff you have been dealing with or the on-site supervisor. Many issues can be resolved quickly at this stage through discussion, explanation or practical steps such as rearranging access, clarifying charges, or resolving minor service concerns.
At this stage we will:
Listen carefully to your concerns.
Clarify the details and what outcome you are seeking.
Attempt to resolve the matter promptly, usually within a few working days.
If we cannot resolve your complaint immediately, we will explain why and outline the next steps.
Stage Two: Formal Complaint
If your complaint cannot be resolved at the frontline stage, or you remain dissatisfied with the outcome, you may ask for your complaint to be treated as a formal complaint. This may also be appropriate for more serious matters such as significant damage to goods, disputes about charges or ongoing service issues.
When handling a formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable timescale.
Assign a senior staff member or manager to review your case.
Gather relevant information, such as job records, inventory lists, photographs and staff statements.
Consider any legal, contractual or industry standards that apply to the situation.
Provide a clear written response setting out our findings, our decision and any proposed remedy.
We aim to complete formal investigations within a reasonable period. If we need more time, we will inform you of the reason and provide an updated timescale.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An apology and explanation.
Correction of records or documentation.
Practical steps to complete or improve the service.
Review of procedures or staff training.
Where appropriate, consideration of compensation in line with our terms and conditions and any applicable liability limits.
We will explain clearly how we arrived at our decision and how any remedy will be applied.
Escalating Your Complaint
If you remain dissatisfied with the outcome of our formal complaint process, you may request that your case be reviewed by a more senior manager. We will consider any new information you provide and review whether our procedures were followed correctly and our decision was reasonable in the circumstances.
In some cases, you may have access to external dispute resolution options, such as mediation, independent inspection reports or legal advice. Any such steps are separate from this Complaints Procedure and may be subject to additional terms or costs.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that you raise complaints as soon as reasonably possible after the event. For matters relating to removals, packing or handling, you should raise concerns at the time of service where possible, or within a reasonable period afterwards, especially where damage or loss is alleged.
Certain claims may be subject to specific time limits under our terms and conditions or applicable law. You should refer to your contract documents for any detailed provisions concerning liability and notification periods.
Fairness, Confidentiality and Data Protection
All complaints are handled fairly and without prejudice. Making a complaint will not affect your right to use our services in the future or the way we treat you as a customer.
Information you provide in connection with a complaint will be handled confidentially and used only for the purpose of investigating and resolving the issue, improving our services and meeting our legal or regulatory obligations. We will keep records of complaints in line with our data protection and retention policies.
Continuous Improvement
We review complaints regularly to identify patterns, recurring issues and opportunities to improve our storage and removals services. Feedback from customers plays an important role in raising standards, improving communication and enhancing the reliability and safety of our operations.
By following this Complaints Procedure, Storage Custom House aims to provide a clear, fair and effective route for resolving issues and maintaining the trust and confidence of our customers.
