Complaints Procedure for Storage Upton Park Customers
This Complaints Procedure explains how customers of Storage Upton Park can raise concerns about our storage and removal services, and how we will respond. Our aim is to resolve problems quickly, fairly, and transparently, and to use feedback to improve our services.
Scope of this Complaints Procedure
This procedure applies to complaints relating to our storage facilities, handling of goods, collection and delivery services, staff conduct, administration of bookings, and invoicing or payment issues. It covers both private and business customers who use our storage units, removal services, or any associated services we provide.
A complaint is any expression of dissatisfaction about our service that requires a response. General enquiries, booking questions, or requests for quotations are not handled under this procedure.
Our Commitment to Customers
We are committed to providing reliable, safe and professional storage and removal services. When something goes wrong, we will take your concerns seriously, investigate thoroughly, and aim to resolve issues as quickly as possible. We will treat all customers with courtesy and respect, and we expect our customers to treat our staff in the same way.
We will work to ensure that your complaint is handled confidentially and that only those who need to be involved in resolving the matter are informed of the details.
How to Make a Complaint
You can raise a complaint with Storage Upton Park through any of the following methods that are normally available to you when dealing with us, such as in writing or in person at our site. Please provide as much information as possible so we can understand and investigate the issue properly.
When making a complaint, please include, where possible, your full name, any reference or booking number, the dates and times of the incident or service, a clear description of what went wrong, and what outcome you are seeking. Supporting information such as photographs, inventories, or correspondence can also be helpful.
Initial Resolution by Frontline Staff
Many issues can be resolved quickly by the staff who are directly involved with your storage unit or removal service. If you have a concern, you are encouraged to raise it with our team as soon as possible, ideally at the time the issue arises or shortly afterwards.
Our staff will listen to your concerns, clarify the details, and do their best to put things right promptly. If they cannot resolve the matter immediately, they may need to consult a supervisor or manager. If your concern cannot be resolved informally, it will be treated as a formal complaint.
Formal Complaint Process
If an issue cannot be resolved informally, or if you prefer to raise a formal complaint from the outset, your complaint will be logged and acknowledged. We will confirm that we have received your complaint and outline the next steps in the process.
A manager or a designated member of staff will review the details of your complaint, gather any relevant records, and, where appropriate, speak to the staff involved. We may contact you for further information or clarification to ensure we fully understand the situation.
We aim to provide a clear response to your complaint within a reasonable timeframe, taking into account the complexity of the issue. If we are unable to provide a full response within that time, we will let you know and give an indication of when you can expect a final decision.
Investigation and Outcome
During the investigation, we will assess what happened, whether our processes and standards were followed, and whether we could have taken different steps. We will consider any evidence you provide alongside our own records of your storage or removal arrangements.
Once the investigation is complete, we will explain our findings, including any factors that influenced our decision. Where a complaint is upheld, we will set out what action we will take, which may include an explanation, an apology, corrective action, changes to our processes, or other appropriate remedies in line with our terms and conditions.
If your complaint is not upheld, we will explain the reasons clearly and provide information about your options if you remain dissatisfied.
Escalation if You Are Not Satisfied
If you are unhappy with the outcome of your complaint or the way it has been handled, you may request that the matter is reviewed at a higher level within Storage Upton Park. Your request for escalation should explain why you are dissatisfied with the initial response and what further outcome you are seeking.
A more senior manager will review the handling of your complaint and the decision reached. They may revisit the evidence, seek additional information, or propose alternative solutions. After this review, we will provide you with a final response.
Time Limits for Making a Complaint
We encourage customers to raise complaints as soon as possible after an issue arises, as this gives us the best chance to investigate thoroughly and resolve matters effectively. While we will consider complaints made at a later stage, the passage of time may limit the availability of records or evidence.
Specific time limits for certain types of claims, including those relating to loss or damage to goods, may apply under our terms and conditions and any relevant legislation. You should refer to the terms supplied to you at the time of booking for details.
Continuous Improvement
We value all feedback from our storage and removal customers, whether positive or negative. Complaints help us identify where our services, systems, or staff training can be improved. We regularly review complaints data and outcomes to help prevent similar issues from arising in the future and to maintain high standards in our storage facilities and moving services.
This Complaints Procedure does not affect your legal rights. If you have any questions about how we handle complaints, you may raise them with our staff at any time.
