Storage Hither Green Complaints Procedure
Storage Hither Green is committed to providing a reliable and professional service for customers using our storage facilities and associated removal services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.
Our Commitment to Resolving Complaints
We aim to handle all complaints fairly, consistently and promptly. Every complaint is treated as an opportunity to review our performance, improve our storage and removal services, and prevent similar issues from arising in the future. We will always treat you with courtesy and respect, and we expect our customers to treat our team in the same way.
What This Procedure Covers
This Complaints Procedure applies to all customers of Storage Hither Green, including those using our storage units, packing assistance, or removal and transport services. You can use this procedure to complain about any aspect of our service, including staff conduct, the quality of handling and storage, service delays, communication, billing concerns, or issues with booked removal dates and times.
What Is Not Covered
This procedure does not cover matters that are being handled by insurers, law enforcement, or legal representatives. Claims relating to loss or damage to goods may be handled under the relevant insurance policy or terms and conditions. In such cases, we will explain which process applies and how you should proceed.
How to Make a Complaint
You can make a complaint verbally or in writing. While we accept complaints raised in person or over the phone, we recommend that you submit your complaint in writing wherever possible. A written complaint helps ensure that all details are clear and can be properly recorded. In your complaint, please include the following information:
Your full name and the name on the storage or removal agreement. A description of what has gone wrong, including relevant dates and times. Any reference numbers or booking details relating to your storage or removal service. What you would like us to do to resolve the issue. Any supporting information that will help us understand the situation.
Initial Complaint Handling
In the first instance, your complaint will normally be handled by a member of the customer service or site management team. They will acknowledge your complaint, seek to understand the issue fully, and aim to resolve it as quickly as possible. Many concerns can be resolved at this early stage through clarification, practical action, or a suitable explanation.
We will always try to resolve complaints informally and promptly where appropriate. However, if you are not satisfied with the initial response, or if your complaint is complex or serious, it will be escalated to a more formal stage.
Timeframes for Response
We aim to acknowledge all complaints within a reasonable period after receiving them. We will then investigate your concerns in detail. For most complaints, we aim to provide a full response within a clear and reasonable time from acknowledgment. If we are unable to meet this timescale, for example because the complaint is complex or involves third parties, we will let you know and provide an updated timescale for our response.
Investigation Process
When your complaint is investigated, we may take some or all of the following steps:
Review your storage or removal agreement and any relevant terms and conditions. Check booking records, schedules, and activity logs relating to your storage unit or removal service. Speak with team members involved in your booking or service delivery. Assess any photographs, delivery notes, inventories, or other documentation you have provided. Review our internal procedures to identify any errors or areas for improvement.
Once the investigation is complete, we will write to you with our findings and our proposed resolution. Where appropriate, this may include an apology, an explanation, corrective action, or guidance on how to progress a claim under the relevant policy or terms.
Escalating Your Complaint
If you are unhappy with the outcome of the initial investigation, you may request that your complaint be escalated for a further review. A more senior member of our team will then reassess your complaint, including how it was handled at the first stage. They may contact you to clarify information or request further details to ensure that all aspects are properly understood.
Following this review, we will provide a final response, explaining the decision reached and the reasons for it. This final response will mark the conclusion of our internal complaints process.
External Resolution Options
Depending on the nature of your complaint and the services involved, you may have additional options once our internal procedure has been completed. These can include seeking independent advice, contacting a relevant industry or consumer body, using an alternative dispute resolution scheme where available, or taking legal advice. We will outline any known external options that may apply to your case when we issue our final response, where appropriate.
Your Responsibilities as a Customer
To help us resolve your complaint efficiently, we ask that you provide clear, accurate and complete information, respond promptly to reasonable requests for clarification, and keep a record of relevant dates, reference numbers and documents relating to your storage unit or removal service. We also ask that you communicate with our team in a polite and respectful manner, even if you are dissatisfied with the situation.
Confidentiality and Data Protection
All complaints will be handled in line with our privacy and data protection obligations. Information about your complaint will only be shared internally with those who need it to investigate and resolve the matter. We will retain records of complaints for an appropriate period so that we can monitor performance, identify trends and make improvements to our storage and removal services.
Continuous Improvement
We regularly review the feedback we receive, including complaints, to help improve our operations, staff training and customer communication. By following this Complaints Procedure, you help us identify areas where our storage and removal services can be strengthened, which benefits all customers of Storage Hither Green.
If anything in this Complaints Procedure is unclear, you can ask a member of our team to explain it further. This procedure does not affect your statutory rights.
