Storage Leytonstone Complaints Procedure
This Complaints Procedure explains how Storage Leytonstone handles concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using your feedback to improve our services.
Our Commitment to You
We want every customer to feel confident in the quality, safety and reliability of our storage and removal services. If something goes wrong, or you feel we have not met your expectations, we encourage you to tell us. We are committed to:
Listening carefully to your concerns and treating you with respect at all times.
Investigating complaints thoroughly and impartially.
Responding within clear and reasonable timeframes.
Putting things right where we have made a mistake.
Using your feedback to prevent similar issues in the future.
What This Procedure Covers
This procedure applies to complaints about:
Storage services, including booking, access, billing, security and the condition of storage units.
Removal and related services, including collection, loading, unloading, packing support and delivery timing.
Customer service, including the conduct of staff, clarity of information and communication.
Contracts and charges, including concerns about quotes, invoices or changes to agreed services.
If your issue relates to something outside our control, we will explain this clearly and, where possible, direct you to the most appropriate organisation for further help.
Raising a Complaint Informally
Many issues can be resolved quickly by speaking directly with a member of our team. If you are unhappy with any aspect of your storage unit, removal service or customer experience, please raise the matter at the earliest opportunity with the team member you have been dealing with or with a supervisor on site.
When you contact us informally, we will aim to:
Listen to your concern and clarify the details.
Offer an explanation or resolution where possible straight away.
Agree any immediate steps we can take to put things right.
If you remain dissatisfied after this informal stage, you can make a formal complaint.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you may submit a formal complaint. To help us investigate thoroughly, please provide as much detail as possible, including:
Your full name and any relevant reference or booking details.
A clear description of what happened, including dates and times where known.
Which services the complaint relates to, for example storage, removals or both.
Names or descriptions of any staff members involved, if known.
Details of any loss, damage or inconvenience you have experienced.
What outcome you are seeking, such as an explanation, correction, apology or review of charges.
Providing clear, factual information helps us deal with your complaint efficiently and fairly.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible we will also provide an indication of the expected timeframe for a full response.
Review and investigation: A designated member of our management team will review the details of your complaint, along with any relevant documents, booking records, delivery notes, photographs, or staff statements.
Clarification: If we require more information to understand the issue fully, we may contact you to clarify key points or request additional details.
Assessment: We will consider whether we met our obligations, whether our standards and procedures were followed, and what steps are appropriate to resolve the matter.
Response: We will provide a clear response summarising our findings, any conclusions reached and any actions we propose to take, including remedies or service improvements where appropriate.
Timeframes for Responses
We aim to resolve complaints as quickly as reasonably possible. While some issues can be addressed quickly, others, particularly those involving third parties or complex removal and storage arrangements, may require more time.
We will always aim to:
Acknowledge your formal complaint within a reasonable period of receiving it.
Complete our investigation and provide a detailed response within a further reasonable period, depending on the complexity of the case.
If we are unable to meet these timeframes, for example because we are waiting for information from a third party, we will keep you informed of progress and explain the reason for any delay.
Possible Outcomes and Remedies
After investigating your complaint, we may decide that:
Our service met the appropriate standard, and no further action is required;
There has been a misunderstanding, and we need to provide clearer information or explanation;
We did not meet our usual standards, and steps are required to put things right.
Where we identify that our service fell short, possible remedies may include:
A clear explanation of what went wrong and why.
An apology for any inconvenience or distress caused.
Corrective action, such as updating records, amending bookings or revising charges where appropriate.
Service improvements, such as changing procedures, setting clearer expectations about removal timing, or additional staff training.
Escalating Your Complaint
If you are not satisfied with the outcome of our investigation, you may request that your complaint be escalated for further review. In doing so, please explain which aspects of the outcome you disagree with and why, and provide any additional information that you believe has not yet been considered.
Upon escalation, a senior member of our management team, not previously involved in your complaint, will review the handling of your case, our conclusions and any actions taken. They may uphold the original decision, amend it or decide that further investigation is required.
Working Together to Resolve Issues
Effective resolution depends on open and respectful communication. We ask that customers raising complaints treat our staff with courtesy, provide accurate information and allow a reasonable time for investigation. In turn, we will ensure our team members remain professional, responsive and fair at all times.
By following this Complaints Procedure, Storage Leytonstone aims to ensure that concerns relating to storage, removals and associated services are handled fairly and promptly, and that lessons learned are used to enhance the quality and reliability of the services we offer.
