Storage Anerley Complaints Procedure
Storage Anerley is committed to providing a professional and reliable storage and removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, fair and transparent process for dealing with complaints about our services. This includes our storage facilities, collection and delivery of items, removals and related customer support. We aim to resolve issues as quickly as possible and to learn from every complaint.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, which requires a response. This may include concerns about the way your goods were handled, delays or missed time slots, billing or payment issues, communication problems, or any aspect of the customer experience. If you are unsure whether your concern is a complaint, raise it with us and we will guide you.
How to Make a Complaint
We encourage you to raise any concerns at the earliest opportunity so that we can address them promptly. You can make a complaint verbally or in writing. When submitting a complaint, please provide as much detail as possible, including your full name, any booking or reference numbers, dates of service, a clear description of the issue, and what outcome you are seeking. The more information you provide, the easier it will be for us to investigate and respond.
Stage 1: Informal Resolution
In the first instance, we encourage you to raise your complaint with the member of staff you have been dealing with, such as your move coordinator or storage representative. Many issues can be resolved quickly and informally at this level, especially where there has been a misunderstanding or minor service issue. We will listen to your concerns, clarify the situation and, where possible, offer an immediate solution or explanation.
If you are satisfied with the explanation or solution at this stage, the matter will be considered resolved. However, if you remain unhappy, you may escalate your complaint to the formal stage.
Stage 2: Formal Complaint
If your complaint cannot be resolved informally, you can request that it is treated as a formal complaint. At this stage, your complaint will be reviewed by a manager or suitably senior member of the team who was not directly involved in the original issue.
Once your formal complaint is received, we will acknowledge it within a reasonable timeframe and confirm that an investigation is underway. We will review all relevant information, which may include your account records, correspondence, service notes and, where applicable, statements from staff or contractors involved.
Our aim is to provide a full written response within a reasonable period, taking into account the complexity of the complaint and the need for a thorough investigation. If we need more time, we will let you know and provide an updated timescale. Our response will set out our findings, any action we propose to take, and the reasons for our decisions.
Stage 3: Further Review
If you are not satisfied with the outcome of the formal complaint, you may request a further review. This review will be carried out by a more senior manager or a designated complaints handler who has not previously been involved in your case.
At this stage, we will reconsider the evidence, review how your complaint has been handled so far and check that our procedures have been followed correctly. We may contact you for additional information or clarification if required. Once the review is complete, we will provide a final written response setting out our conclusions and any further action we consider appropriate.
Complaints Involving Loss or Damage
If your complaint relates to loss of or damage to your belongings during storage or removals, it is important that you notify us as soon as you become aware of the issue. We may ask you for supporting information, such as photographs, inventories or receipts, so that we can assess the circumstances properly.
We will review the details of the service provided, any relevant insurance or protection options you selected, and the condition reports taken at collection or delivery. Where our investigation identifies that we are responsible, we will explain what remedies may be available in line with our terms and conditions and any applicable cover.
Our Commitment to Fair Treatment
We treat all complaints seriously and handle them in a fair, sensitive and confidential manner. We will not treat you differently or reduce the level of service you receive because you have raised a complaint. Our focus is on understanding what went wrong, putting it right where we can, and using your feedback to improve our storage and removals services.
Learning From Complaints
We use complaints as an opportunity to review our processes, staff training and service standards. Trends or recurring issues identified through complaints may lead to changes in procedures, additional staff guidance or operational improvements. By sharing anonymised learning points within our team, we aim to reduce the likelihood of similar issues occurring in the future.
Record Keeping
We keep a record of all complaints received, including how they were handled and the outcome reached. These records help us monitor our performance, demonstrate accountability and support continuous improvement in our services.
Alternative Options
If, after completing our internal complaints procedure, you remain dissatisfied with the outcome, you may wish to seek independent advice about your options. This could include speaking to a consumer advice service or considering other avenues that may be open to you. Any such steps will be separate from this internal procedure, but we will cooperate with any legitimate external review where appropriate.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the storage and removals services we provide. We may update it from time to time in line with changes to our operations or relevant regulations. The version published here represents our current approach to handling complaints.
