Complaints Procedure for Storage Hounslow Customers
This complaints procedure explains how you can raise concerns about any aspect of our storage or removal services and how we will respond. Our aim is to resolve issues quickly, fairly and transparently so that you feel confident using our services for moving, collection, delivery and secure storage.
Our Commitment to You
We are committed to providing a reliable, professional service at all times. If you feel that we have not met your expectations, we want to hear from you. We treat all complaints seriously and use them to improve the quality of our storage, packing and removals operations.
We will always try to:
Respond to your concerns promptly, keep you informed throughout the process, investigate fairly and objectively, and offer a clear outcome and explanation.
Scope of This Procedure
This procedure applies to complaints about:
The standard of our storage facilities and access arrangements, the conduct or performance of our staff or contractors, collection and delivery of goods, loading and unloading, packing or handling of items, punctuality, communication or administration, and billing or charges related to storage or removal services.
This procedure does not cover matters that are already the subject of legal action or insurance claims, but we will still aim to cooperate with any formal processes and provide necessary information.
How to Make a Complaint
You can raise a complaint in person at our office, in writing or by any other standard communication method you usually use with us. Please provide as much information as possible so that we can understand and investigate your concerns.
When submitting a complaint, it is helpful if you include:
Your full name and any reference details we use for your booking or storage unit, the dates and times of the incident or service you are unhappy with, a clear description of what went wrong and who was involved, and any supporting information such as inventory notes, photographs or written correspondence.
Stage 1: Informal Resolution
In many cases, we can resolve problems quickly and informally. If you are unhappy during a move, collection, delivery or site visit, please raise the issue with the team member or supervisor present. They will try to resolve the matter on the spot where possible, for example by adjusting the work, clarifying charges or finding an immediate practical solution.
If the issue cannot be resolved immediately or you prefer not to discuss it on site, you can move straight to a formal complaint.
Stage 2: Formal Complaint
If you wish to make a formal complaint, please set this out clearly in writing. Once we receive your complaint, we will record it and begin our investigation.
We will usually:
Acknowledge your complaint within a reasonable timeframe, review the details and gather any relevant information, which may include speaking to staff members, checking schedules, inventories, photographs or internal records, and assess what happened in relation to our terms and service standards.
We aim to provide a full written response within a reasonable period, depending on the complexity of the issue. If we need more time to investigate, we will let you know and explain why.
Our Investigation and Response
When we investigate a complaint about storage or removals, we will consider:
What was agreed in your quotation, booking confirmation or storage agreement, whether our staff acted in line with our procedures and training, whether the services were delivered with reasonable care and skill, and any factors beyond our reasonable control, such as access restrictions or third party delays.
Once we have completed our investigation, we will explain our findings and outcome. Where we uphold a complaint in full or in part, we will seek a fair resolution, which may include an apology, corrective work, clarification of our terms, or other appropriate steps. Where a complaint is not upheld, we will explain our reasons clearly.
Stage 3: Escalation
If you are not satisfied with the outcome of the formal investigation, you can ask for your complaint to be escalated. When you do this, please explain why you disagree with our response and what outcome you are seeking.
On escalation, a senior member of our team who was not directly involved in the original investigation will review your complaint, the steps taken and the decision reached. They may request additional information before providing a final internal response.
Time Limits for Making a Complaint
To help us investigate effectively, we encourage you to raise any concerns as soon as possible after the incident or service. Complaints made long after the event may be more difficult to assess, particularly where access conditions, packing arrangements or third party factors have changed. However, we will always do our best to review any complaint brought to us in good faith.
Confidentiality and Data Protection
We treat all complaints confidentially and only share information with those who need it to investigate and respond. Any personal information you provide will be handled in line with applicable data protection requirements and used only for managing your complaint and improving our services.
Using Complaints to Improve Our Service
We regularly review the complaints we receive to identify patterns, training needs and opportunities to improve our storage and removals operations. This may include updating procedures for handling goods, improving communication about access and timings, or refining our booking and billing processes.
By following this procedure, our aim is to deal with any problems fairly and promptly, while learning from your experience to provide a better service to all customers.
