Storage Sutton Complaints Procedure
This Complaints Procedure explains how Storage Sutton manages and resolves complaints about our storage, removals and related services. We aim to provide a clear, fair and timely process for dealing with any concerns you may have about the service you receive.
Our Commitment to You
We want every customer using our storage facilities, packing support or removal services to be fully satisfied. If something goes wrong, we will treat your complaint seriously, investigate it thoroughly and use the outcome to improve our services. We will always aim to:
Listen carefully and understand your concerns.
Handle your complaint politely and professionally.
Investigate the issues raised as quickly as is reasonably possible.
Explain our findings clearly and honestly.
Where appropriate, put things right and learn from what happened.
What Is a Complaint
A complaint is any expression of dissatisfaction about our storage, removals or customer service, whether it is justified or not. This may include, for example:
Concerns about the standard of our storage units or handling of your belongings.
Issues with collection, delivery or removal timings.
Disputes about charges, invoicing or terms of service.
Concerns about the conduct of our staff or contractors.
You do not need to refer to your concern as a complaint for us to treat it as one. If you are unhappy, we want to know.
How to Raise a Complaint
In the first instance, we encourage you to raise any issue as soon as possible with the member of staff you have been dealing with, either at our premises or through our usual communication channels. Many problems can be resolved quickly and informally at this stage.
If you prefer, or if the issue is not resolved informally, you can make a formal complaint in writing. Please provide the following details to help us investigate:
Your full name and any relevant account or booking reference.
A clear description of what happened and why you are unhappy.
Dates, times and locations where relevant, for example collection or delivery dates.
Names or descriptions of any staff involved, if known.
Any supporting information you consider important, such as photographs, inventories or correspondence.
Please also state how you would like us to contact you to discuss the complaint and what outcome you are seeking, if you have a particular resolution in mind.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it and begin our review. At this stage we will:
Record your complaint in our internal log.
Check the details you have provided and clarify anything that is unclear, if necessary.
Assign your complaint to an appropriate member of staff for investigation.
We aim to provide an initial response within a reasonable timeframe from receipt of your complaint. This may be a full response where the matter is straightforward, or an update if more detailed investigation is required.
During our investigation we may:
Review records relating to your storage or removal booking.
Speak with the staff or contractors involved.
Inspect any relevant documentation, images or inventories.
Once the investigation is complete we will explain our findings, confirm whether we uphold your complaint in full, in part or not at all, and outline any steps we propose to take.
Stage Two: Escalation to Management
If you are not satisfied with the outcome of Stage One, you may request that your complaint is reviewed by a more senior member of our management team. To do this, please set out why you remain dissatisfied and what you believe has not been addressed.
At this stage, a manager will:
Review the original complaint, the Stage One response and any additional information you have provided.
Check that our procedures were followed correctly.
Consider whether any further investigation or evidence is required.
We will then provide a written response setting out our final position at this internal stage, along with any revised proposals to resolve your complaint where appropriate.
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, potential outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology where we accept that our service has fallen short of our standards.
Corrective action such as updating records, adjusting processes or re-training staff.
Consideration of any appropriate practical remedy or goodwill gesture, assessed on a case-by-case basis.
Where contractual terms apply to loss, damage or delay, any remedy will be considered in line with those terms and any applicable law.
Time Limits for Making a Complaint
We encourage you to raise any concerns as soon as possible, especially where they relate to damage, loss or access issues. Prompt notification helps us investigate effectively and take any necessary action. Some services may be subject to specific time limits or reporting requirements set out in your agreement or terms of service. Where this is the case, we will take those requirements into account while still aiming to deal with you fairly and reasonably.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns, or where we are legally required to disclose it. Any personal data we process in connection with your complaint will be handled in line with our data protection obligations and retained only for as long as necessary.
Using Feedback to Improve Our Services
Complaints and customer feedback are an important part of how we monitor and improve our storage and removal services. We regularly review the nature and number of complaints received, look for patterns and take action where we identify areas needing improvement, whether in our facilities, our processes or the way we communicate with customers.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and in line with any changes in our services or legal and regulatory requirements. The version published here is the current procedure we follow when handling complaints about Storage Sutton.
