Storage Palmers Green Complaints Procedure
Storage Palmers Green aims to provide a reliable, professional and courteous service to all customers using our storage and removal services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it and to put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
1. Purpose of this complaints procedure
The purpose of this procedure is to provide a clear, simple and fair process for customers who wish to complain about any aspect of our storage facilities, removal services, customer service or administration. It applies to all customers, whether you use us for short term storage, long term storage, one-off removals or regular moving and handling services.
We monitor all complaints and use the information we receive to improve our services, staff training and internal processes.
2. What counts as a complaint
A complaint is any expression of dissatisfaction about the standard of our services, the actions or lack of actions by our staff, or any part of your experience with Storage Palmers Green. This can include, for example:
Issues with the handling, collection or delivery of your goods as part of a removal service, concerns about how items have been stored or protected, delays, missed appointments or poor communication, behaviour or attitude of staff, accuracy of information you were given, or how we have handled a previous enquiry or request.
If you are unsure whether your concern is a complaint, you can still raise it with us and we will guide you through the appropriate process.
3. How to make a complaint
You can make a complaint in writing or verbally. We generally recommend putting your complaint in writing so that we have a clear record of the issues you wish us to address. Please include the following information where possible:
Your full name, any reference or booking number related to your storage unit or removal service, the dates and locations involved, a clear description of what went wrong, who you spoke to at the time, and what you would like us to do to resolve the matter.
You may raise your complaint at our premises or during a scheduled visit, or you may send it to us using your preferred written method. If you choose to complain verbally, a member of staff will make a written note of your concerns to ensure accuracy.
4. Informal resolution
In many cases, complaints can be resolved quickly and informally. If you raise a concern with a member of our team, they will do their best to understand the issue and resolve it on the spot. This might include providing missing information, correcting an error, rearranging a removal booking, or agreeing a practical solution that meets your needs.
If you are satisfied with the outcome at this stage, the matter will be closed. However, if you remain unhappy, or if the issue is more serious or complex, you may ask for your complaint to be escalated as a formal complaint.
5. Formal complaints process
When a complaint becomes formal, it will be logged and assigned to a manager for investigation. We will acknowledge receipt of your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint, provide a reference for the complaint, indicate who will be handling it, and outline the next steps and indicative timescales.
The manager responsible will review the details you have provided, speak to any staff involved, and check relevant records such as booking information, inventory notes, job sheets, and any communication or photographs related to your storage or removal service.
6. Investigation and response timescales
We aim to carry out a fair and thorough investigation into every formal complaint. The time required will depend on the complexity of the matter, the availability of information and whether we need to arrange site inspections or speak to third parties involved in your move.
Once our investigation is complete, we will send you a written response setting out the outcome of our findings. This response will explain what we have found, whether we uphold your complaint in full, in part, or not at all, what steps we have already taken or will take, and any remedy, goodwill gesture or service adjustment we are prepared to offer.
If we believe it will take longer than originally indicated to complete our investigation, we will let you know and explain the reasons for the delay.
7. Possible outcomes and remedies
Where we identify that something has gone wrong, we will seek to put things right in a fair and proportionate way. Depending on the circumstances, this may involve an apology and explanation, correcting a mistake in our records, improving our internal processes to prevent a repeat of the issue, rescheduling or re-performing part of a removal service, or agreeing an appropriate financial remedy in line with our terms and conditions and any applicable cover or protection options you selected.
Any remedies we offer will take into account the nature of the problem, any loss or inconvenience you have suffered, and the extent to which our actions or omissions contributed to the issue.
8. If you are still unhappy
If, after receiving our formal response, you remain dissatisfied, you may ask for a further review. You should tell us which aspects of our decision you disagree with and why. Where possible, a more senior manager who has not been directly involved in the original investigation will carry out this review.
Following the review, we will confirm our final position in writing. This will complete our internal complaints process. We will also remind you of any external options that may be available to you under consumer law or through independent advice services.
9. Our commitment to fairness and improvement
We treat all complaints seriously and handle them sensitively, whether they relate to storage conditions, access arrangements, packing and loading, transit of goods, or general customer service. We will not treat you less favourably because you have made a complaint and we will ensure that staff involved in your ongoing storage or removal arrangements continue to treat you with courtesy and professionalism.
We regularly review complaints data to identify trends, recurring problems or areas where we can improve. This may lead to additional staff training, changes to our procedures for handling removals and storage, or improvements to our communication with customers.
10. Keeping records
We keep records of complaints and the steps taken to resolve them in line with our data protection obligations. These records help us understand how we are performing and demonstrate that we have acted reasonably and fairly in responding to customer concerns about our storage and removal services.
By using this Complaints Procedure, you help us maintain and improve the quality, reliability and safety of the services we provide at Storage Palmers Green.
