Storage Totteridge Complaints Procedure
Storage Totteridge is committed to providing reliable storage and removal services and to resolving any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear route to raise any dissatisfaction with our storage, collection, delivery or removal services. It applies to all customers, whether you use us for domestic moves, business storage, or longer-term arrangements. Our aim is to learn from complaints so that we can continually improve our services and customer care.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the standard of service you have received from Storage Totteridge, including but not limited to issues relating to:
Service quality concerning storage or removals, including handling, loading, unloading or transport of goods
Administration of your booking, contract, invoicing or account
Conduct, behaviour or attitude of our staff, porters or drivers
Delays or missed appointments in collection or delivery
Loss of, or damage to, goods entrusted to our care
Health and safety concerns relating to our operations or storage facilities
If you are uncertain whether your concern counts as a complaint, you may still raise it with us and we will treat it appropriately.
How to Make a Complaint
You may submit a complaint in writing or verbally. We encourage you to provide as much relevant detail as possible, including:
Your full name and any company name if applicable
Your service reference or booking number
The date of the service or incident you are complaining about
A clear description of what went wrong and when it occurred
Names or descriptions of any staff members involved, if known
Any supporting information that may help us investigate, such as delivery notes, inventory lists, photographs, or time logs
Preferred method for us to respond to you
Complaints should normally be raised as soon as reasonably possible after the issue occurs so that we can investigate thoroughly and resolve matters promptly.
Our Complaints Handling Stages
Stage One: Initial Review
Once we receive your complaint, we will log it on our internal system. A member of our team will acknowledge receipt and confirm that the complaint is being reviewed. At this stage we may ask for clarification or additional information so that we fully understand the nature of your concern.
We aim to provide this acknowledgement within a reasonable timeframe. The initial review will identify whether the complaint can be resolved quickly or whether it requires a more detailed investigation.
Stage Two: Investigation
For complaints that cannot be resolved immediately, we will carry out a formal investigation. This may include:
Reviewing job records, collection and delivery documents, storage records and time sheets
Speaking with any staff members involved in providing your removal or storage service
Inspecting vehicles, equipment or storage units where relevant
Reviewing photographs, inventory lists and any other evidence supplied by you
Our aim is to establish what happened, why it happened, and whether the service you received met our standards and any relevant contractual terms.
Once the investigation is complete, we will write to you with our findings and proposed outcome. This may include an explanation, an apology, corrective action, or other appropriate steps, depending on the circumstances and subject to the terms of your contract and any applicable law.
Stage Three: Escalation and Review
If you are not satisfied with the outcome of Stage Two, you may request that your complaint be escalated for a further review. Your complaint will then be considered by a more senior member of our management team who was not directly involved in the original investigation.
The reviewer will consider the evidence already gathered, any additional points you have raised, and whether the earlier decision and actions were reasonable and fair. Following this review, we will send you a final written response setting out our conclusions and any further steps we propose to take.
Timeframes and Communication
We aim to handle complaints as promptly as possible. Actual timeframes may vary depending on the complexity of the issues, the availability of records, and the need to speak to staff or third parties. We will keep you informed if we foresee any significant delay and will provide updates where appropriate.
Our responses will be communicated in clear and plain language. Where technical or contractual points are involved, we will do our best to explain these in a straightforward manner.
Fairness and Confidentiality
All complaints are handled impartially. We will consider the facts, the evidence available, and any contractual terms in place. Staff involved in the matter complained about will not make the final decision on the outcome of your complaint.
We treat complaints, and any personal data or information supplied as part of the process, as confidential. Information will only be shared internally to the extent necessary to investigate and resolve your complaint and to improve our services.
Using Complaints to Improve Our Services
Complaints help us identify areas where our storage and removal services, including packing, handling, transport and facility management, can be improved. We review complaints data periodically to identify patterns and recurring issues. This may lead to additional staff training, changes to procedures, or improvements in communication with customers.
Alternative Options
If, after completing our internal complaints process, you remain dissatisfied, you may wish to seek independent advice regarding your rights and options in relation to your contract with us. Any such steps are separate from this Complaints Procedure and are entirely at your discretion.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of storage and removal services we provide. Any updates will apply to complaints raised after the revised procedure is published.
By using our services, you acknowledge that you have the right to raise any concerns, and that Storage Totteridge will treat those concerns seriously and work to resolve them in a professional and timely manner.
