Storage Kentish Town Complaints Procedure
Storage Kentish Town is committed to providing reliable storage and removal services and handling any concerns fairly, promptly, and transparently. This Complaints Procedure explains how you can raise a complaint, how we will deal with it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and simple route to express dissatisfaction with any part of our storage or removal services, including customer care, service quality, charges, or how we have carried out our work. We use all complaints as an opportunity to put things right and to improve our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you would like us to review what has happened and provide a response. This can include concerns about:
Delay in providing storage or removal services, conduct or attitude of staff or contractors, damage or loss of items, clarity of information provided before, during or after your booking, invoicing, charges or payment issues, and how a previous issue has been handled.
We encourage you to raise concerns as early as possible so that we can address them quickly and effectively.
How to Make a Complaint
You can make a complaint in writing or verbally. Please provide as much detail as you can so that we can fully understand the issue and investigate it properly. When you contact us, it is helpful if you include:
Your full name, the date of the service or booking, a clear description of what went wrong, any relevant reference numbers or documents, and what outcome you are seeking, for example an explanation, an apology, or a review of charges.
If someone else is complaining on your behalf, we may need your permission before we can discuss account details or specific aspects of the service.
Initial Resolution
In the first instance, we encourage you to raise the issue with the member of staff you have been dealing with, or the relevant team on site. Many concerns can be resolved quickly and informally at this stage, especially matters relating to storage access, move dates, or collection and delivery arrangements.
If your concern is resolved informally, we will confirm any actions we have agreed with you. If you are not satisfied with the informal outcome, you can ask for the matter to be treated as a formal complaint.
Formal Complaint Process
When you make a formal complaint, it will be logged and allocated to an appropriate member of our management team who has not been directly involved in the issue wherever possible. Our aim is to be fair, impartial and to consider all relevant information.
Stage One: Acknowledgement
We will acknowledge your complaint as soon as reasonably practicable after receiving it. In our acknowledgement, we will confirm:
That we have received your complaint, who is responsible for handling it, and the expected timescale for our investigation and response.
Stage Two: Investigation
The appointed person will review your complaint, including any relevant documentation, booking records, inventory lists, removal notes, photographs and communications. Where necessary, they may speak to staff members or contractors involved and may contact you if they require additional information or clarification.
We aim to complete our investigation and respond within a reasonable timeframe. If the matter is complex or requires more time, we will let you know and keep you updated on progress.
Stage Three: Response
Once our investigation is complete, we will send you a written response setting out:
A summary of your complaint, details of the investigation carried out, our findings and conclusions, any action we propose to take, which may include an explanation, an apology, corrective action, or other appropriate steps, and information on what you can do if you remain dissatisfied.
If You Are Still Unhappy
If you are not satisfied with the outcome of your formal complaint, you can ask for a further review. Your request should set out which parts of the decision you disagree with and why, and whether there is any additional information you would like us to consider.
Where possible, a more senior manager will review both the handling of your complaint and the decision made. Following this review, we will write to you with a final position and an explanation of our reasoning.
Time Limits for Raising a Complaint
We recommend that complaints are raised as soon as possible and ideally within a reasonable period after the issue occurred. Delays in making a complaint can make it more difficult to investigate fully, particularly where staff or contractors have changed or records are no longer available. However, we will always consider the specific circumstances and explain if any limitations affect what we are able to do.
Fairness and Confidentiality
All complaints are treated seriously and handled with respect. We will not treat you unfavourably for raising a concern in good faith. Details of your complaint will only be shared with those who need to know in order to investigate and respond to the issues raised.
Your personal information will be handled in line with applicable data protection requirements. We will keep records of your complaint and our responses so that we can monitor performance and identify areas for improvement in our storage and removal services.
Using Complaints to Improve Our Services
We regularly review complaints and feedback to identify patterns and potential improvements. This can include updating our procedures for storage bookings, move planning, vehicle scheduling, packing and handling, staff training, and communication with customers before and after work is carried out.
By following this Complaints Procedure, our aim is not only to resolve individual issues but also to keep improving the overall standard and reliability of the services we provide.
Accessibility and Assistance
If you need help to make a complaint or to explain your concerns, please let us know. We will do our best to provide information in a way that is accessible to you and to offer reasonable assistance so that you can take part fully in the process.
Review of this Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our storage and removal services. Any significant changes to the way we handle complaints will be updated here and applied consistently.
