Storage Wandsworth Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about any aspect of our storage or removal services and how those concerns will be handled. Storage Wandsworth is committed to resolving issues in a fair, consistent and timely manner, and to using feedback to improve our services.
Scope of this Complaints Procedure
This procedure applies to all customers who use our storage, removals, packing, or associated services. A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by Storage Wandsworth or anyone acting on our behalf.
We encourage you to raise issues as soon as possible so that we can address them promptly. Complaints can relate to, for example, quality of service, handling of goods, conduct of staff, clarity of information, or billing and charges.
Our Commitment to You
When you make a complaint, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Acknowledge your complaint and explain the next steps in clear language.
Investigate the matter impartially, considering all relevant information.
Keep you informed about progress and expected response times.
Provide a clear written response with our findings and any proposed resolution.
Use your feedback to review and, where necessary, improve our processes, training and service delivery.
How to Make a Complaint
You can make a complaint verbally or in writing. While we will always try to resolve issues raised informally, we recommend submitting more serious concerns in writing so that the details are clear and can be recorded accurately.
When you contact us to make a complaint, please provide as much information as possible, including:
Your full name and any reference or booking number relating to your storage or removals service.
Dates of the service and a description of what happened.
Names of any staff involved, if known.
Details of any loss, damage, inconvenience or additional costs you believe you have suffered.
What outcome or resolution you are seeking.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your complaint with the team member you have been dealing with, or with our customer service team. Many issues can be resolved quickly at this stage through clarification, explanation, or immediate corrective action.
We will aim to acknowledge your complaint at this stage within a reasonable timeframe and will seek to resolve straightforward matters as soon as possible. If the issue cannot be resolved immediately, it will be escalated for further review.
Stage Two: Formal Investigation
If you are not satisfied with the initial response, or if the matter is more complex, your complaint will be treated as a formal complaint and referred to a manager. The manager will carry out an impartial investigation, which may include:
Reviewing your account, booking details and service notes.
Speaking with staff involved and any relevant third parties.
Reviewing photographs, inventory lists, delivery notes, or other supporting documents.
Assessing whether our policies, terms, and service standards were followed.
We will aim to provide a full written response within a reasonable and clearly stated timescale. If the investigation is likely to take longer, we will let you know and provide an updated timeframe.
Outcome and Resolution
When our investigation is complete, we will set out our findings, conclusions and any proposed remedy. Depending on the circumstances, possible outcomes may include:
An explanation or clarification of what happened and why.
An apology where our service has fallen short of our standards.
Corrective action, such as updating records, amending charges or improving processes.
Where appropriate, consideration of compensation in line with our terms and conditions and any applicable industry guidelines.
Our response will also explain the reasons for our decision and any further options that may be available to you.
Escalation of Unresolved Complaints
If you remain dissatisfied after receiving our formal response, you may request a further review. This review will be carried out by a senior member of staff who was not directly involved in the original investigation, wherever practical.
The senior reviewer will consider the handling of your complaint to date, the evidence available, and whether the outcome was fair and reasonable in all the circumstances. You will receive a final written response explaining the result of this review.
Time Limits for Making a Complaint
We ask that complaints are raised as soon as reasonably possible after the event so that the facts can be accurately recalled and any evidence preserved. For complaints involving loss or damage to goods, please refer to your terms and conditions for any specific notification timescales that may apply.
Recording and Monitoring Complaints
All formal complaints are recorded and monitored. We review complaint data to identify patterns, recurring issues or areas where our storage and removal services can be improved. This includes reviewing training needs for staff, updating procedures and refining our customer communication.
Customer feedback, including complaints, is a valuable part of our commitment to high service standards and continual improvement.
Confidentiality and Data Protection
Your complaint and any related information will be handled confidentially and in accordance with applicable data protection requirements. Information will only be shared with those who need it in order to investigate and respond to your complaint or as required by law.
Fair Treatment and Non-Retaliation
Raising a complaint will not affect your right to use our services or to be treated fairly and with respect. We do not tolerate any form of retaliation against customers who raise concerns in good faith.
Review of this Procedure
This Complaints Procedure is reviewed regularly to ensure that it remains clear, effective and in line with best practice for storage and removals services. We may update it from time to time, and any changes will apply from the date they are published.
If you have any questions about this Complaints Procedure or require assistance in making a complaint, please contact our customer service team, who will be happy to help.
