Storage Wallington Complaints Procedure
This Complaints Procedure explains how Storage Wallington receives, manages and resolves concerns or complaints about our storage and removal services. We are committed to treating every complaint seriously, investigating fairly and responding in a timely and transparent way.
Our Commitment to You
Storage Wallington aims to provide reliable, professional and courteous service at all times. If we fall short of your expectations, we want to know so that we can put things right where possible and improve our services.
We will always aim to:
Listen carefully to your concerns and understand the issue.
Record your complaint accurately and securely.
Investigate impartially, gathering all relevant information.
Communicate clearly about what will happen and when.
Provide a considered response and, where appropriate, offer a remedy.
Use feedback to improve our storage and removal processes.
What This Procedure Covers
This procedure applies to complaints relating to:
Storage services, including access arrangements, security and handling of stored items.
Removal and transportation services, including packing, loading, delivery, timing and conduct of staff.
Customer service, including communication, billing and administration.
Any aspect of our service where you believe we have not met agreed standards or reasonable expectations.
This procedure is designed for customers using Storage Wallington services. It does not cover employment disputes or matters that are more appropriately dealt with through legal or regulatory channels.
How to Raise a Complaint
You can raise a complaint in writing or verbally. To help us resolve your concern efficiently, please provide:
Your full name and any relevant customer or booking reference.
The date and location of the service.
A clear description of what went wrong.
Details of any conversations you have already had with our staff about the issue.
Any evidence that may help us understand the situation, such as photographs, inventories or written notes.
Written complaints can be handed to a member of our team at our premises or sent by your preferred written communication method. Verbal complaints can be made to a member of staff, who will ensure that the details are recorded accurately.
Stages of the Complaints Process
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system. We aim to acknowledge receipt promptly and to confirm:
That we have received your complaint.
The main issues we understand you are raising.
Who will be responsible for handling your complaint.
What further information, if any, we need from you.
Our target timescale for providing a full response.
Stage Two: Investigation
The person handling your complaint will carry out an impartial investigation. This may include:
Reviewing service records, booking details and any signed documents.
Speaking with staff members involved in the service.
Inspecting relevant storage or removal documentation, including inventories.
Considering any photographs or other evidence you have supplied.
We will aim to complete this investigation as quickly as is reasonably possible, taking into account the complexity of the issues raised.
Stage Three: Response and Outcome
Once our investigation is complete, we will provide you with a written or verbal response, depending on your preferred method of communication. Our response will set out:
What we have understood your complaint to be about.
The steps we have taken to investigate.
Our findings and conclusion.
Any actions we will take as a result, such as an explanation, an apology, service improvements or other remedies where appropriate.
If we require longer than originally indicated to investigate, we will inform you, explain the reason for the delay and provide a revised timescale.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been addressed properly, you may request that your complaint be reviewed again. In this case, a senior member of our team, who was not involved in handling the complaint at the earlier stage, will re-examine the matter where possible.
During this review, we may:
Reassess the evidence already gathered.
Seek additional information or clarification.
Consider whether our initial decision was fair and reasonable.
We will then provide you with a final response explaining our position and any further actions we are able to take.
Timescales
We aim to handle complaints promptly. While exact timescales may vary depending on the complexity and nature of the issues raised, our general approach is to:
Acknowledge your complaint as soon as reasonably possible.
Provide an initial response or update within a reasonable period.
Conclude most investigations and respond fully within a fair and practical timeframe.
If a complaint is particularly complex or requires additional time, we will contact you to update you on progress and provide a revised expected completion date.
Fair Treatment and Confidentiality
Storage Wallington is committed to treating all customers fairly and respectfully. We will not treat you less favourably for raising a complaint. Your feedback is vital to our continuous improvement.
We will handle your personal information and all details of your complaint in line with applicable data protection principles. Information will be shared internally only with staff who genuinely need to know it in order to handle your complaint or to improve our services.
Using Complaints to Improve Our Services
Every complaint, whether upheld or not, is reviewed to identify any lessons we can learn. This may include:
Adjusting our procedures for storage or removal operations.
Providing additional training or guidance to staff.
Improving our communication with customers.
Updating our internal policies where required.
By following this Complaints Procedure, Storage Wallington aims to resolve individual concerns fairly and to enhance the quality and reliability of our services for all customers over time.
