Storage Coney Hall Complaints Procedure
This complaints procedure explains how Storage Coney Hall manages concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve our service for all customers.
Scope of this complaints procedure
This procedure covers complaints relating to the services provided by Storage Coney Hall, including storage, handling of goods, removals, collections and deliveries, customer service and administration. It applies to private customers and business clients who have used or are using our services.
A complaint is any expression of dissatisfaction, whether justified or not, about our services, staff, processes or communication where a response or resolution is explicitly or implicitly expected.
Our commitments to you
When you raise a complaint with Storage Coney Hall, we will:
Listen carefully to your concerns and record the details accurately. Treat you with respect and courtesy at all times. Aim to resolve straightforward issues as soon as possible. Carry out a fair and objective investigation where needed. Keep you informed about progress and timescales. Explain our decision and any actions we will take. Use what we learn to improve our storage and removal services.
How to make a complaint
You can make a complaint in writing or verbally. You may raise a concern directly with the member of staff you have been dealing with, or ask for it to be handled by a manager.
To help us investigate your complaint efficiently, please provide the following information when you contact us:
Your full name and any company name if applicable. Your storage or removal reference, if available. The dates on which the issue occurred. A clear description of what went wrong and how it has affected you. Any steps already taken to resolve the matter. The outcome you would like us to consider.
If your complaint relates to multiple aspects of our service, please explain each issue separately so that we can address them in full.
Stage one: informal resolution
In many cases, concerns can be resolved quickly by the team member or department you have been dealing with. At this first stage, we will review your concerns, check relevant records such as booking details, inventory, collection or delivery notes, and attempt to put matters right promptly where possible.
Where your complaint is straightforward and can be resolved immediately, we will confirm the outcome and any agreed actions with you. Examples may include clarifying information about your storage agreement, rectifying minor administrative errors, or rearranging a removal or delivery time subject to availability.
Stage two: formal complaint
If your complaint cannot be resolved informally, or if you remain dissatisfied with the initial response, you can request that it is treated as a formal complaint. A manager or senior member of staff, not previously involved in the matter wherever possible, will review the details.
For formal complaints, we will normally:
Acknowledge receipt of your complaint and confirm that it is being investigated. Review all relevant documentation and records, including inventories, condition reports and any communications. Speak with staff members or contractors involved in providing your storage or removal service. Consider any evidence you provide, including photographs or written notes where relevant. Assess whether our policies, terms and conditions and industry standards have been followed.
Following this review, we will provide a written response setting out our findings, any decision reached, and any actions we propose to take. This may include an explanation, an apology, corrective action to put things right where possible, or steps to prevent similar issues arising again.
Timescales
We aim to respond to complaints in a timely manner. Simple issues raised informally may be addressed immediately or within a few working days. Formal complaints may require more detailed investigation.
If we need more time to gather information or speak with all parties involved, we will let you know and provide an updated timescale. We will keep you informed of progress until the investigation is complete and a final response has been issued.
Outcomes and remedies
Possible outcomes of a complaint may include:
A clear explanation of what happened and why. An apology where we have not met our usual standards. Practical steps to correct an error, where reasonably possible. Service improvements, such as changes to procedures or additional staff training.
Where a complaint relates to loss or damage of goods or to service failures in connection with storage or removals, any financial remedies will be considered in line with our terms and conditions, your contract, and any applicable insurance arrangements. Please refer to your agreement for details of coverage, limits and exclusions.
Your responsibilities when raising a complaint
To help us deal with your complaint fairly and efficiently, we ask that you:
Provide accurate, complete and timely information. Treat our staff with respect and allow them to investigate without obstruction. Keep copies of any documents relevant to your complaint. Inform us promptly of any new information that may affect the outcome.
If you are acting on behalf of another person or business, we may need evidence of your authority to do so before discussing details of the account or contract.
Escalation and further review
If, after receiving our formal response, you are still dissatisfied, you may request a further internal review. This review, where available, will be undertaken by a senior representative, who will consider whether the complaint has been handled fairly and in line with this procedure.
We will explain clearly when our internal complaints procedure has been completed and we have issued our final position on your complaint.
Recording and monitoring complaints
Storage Coney Hall records complaints and their outcomes in order to monitor performance and identify opportunities to improve our storage and removal services. We review complaint data regularly to spot recurring issues, update procedures and provide staff training where required.
Policy review
This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of storage and removal services we provide. We may update it from time to time to reflect changes in our operations, customer expectations or relevant regulations.
