Storage Twickenham Complaints Procedure
Storage Twickenham is committed to providing professional and reliable storage and removal services. We aim to resolve any concerns quickly, fairly, and consistently. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can do if you are not satisfied with our response.
Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that all complaints are handled in a clear and structured way. It applies to customers using our storage or removal services, as well as individuals affected by our activities. We review feedback from complaints to improve our services and customer experience.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, including storage, packing, handling, or removals. This may relate to:
Service quality or performance
Conduct, attitude, or behaviour of our staff or contractors
Damage, loss, or delay relating to stored items or removal work
Communication, administration, or billing issues
Health and safety concerns or access arrangements
You do not need to use the word complaint for your issue to be treated as one. If you tell us you are unhappy and would like a response, we will treat it as a complaint.
How to Raise a Complaint
You can raise a complaint in person at our site or in writing. When you contact us, please provide as much detail as possible so we can investigate thoroughly. This should include:
Your full name and any relevant reference details
A clear description of what has gone wrong
Key dates and times, where known
Names or descriptions of any staff involved, if known
Any evidence you wish to share, such as photos or documents
What outcome or resolution you are seeking
We recommend making your complaint as soon as possible after the issue arises so that information is fresh and easier to verify.
Our Complaints Handling Stages
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with or a site manager. Many issues can be resolved quickly and informally through discussion and clarification.
Our staff will listen carefully, ask questions where needed, and try to resolve the matter immediately. If you are satisfied with the outcome, the complaint will be considered closed but may still be recorded for monitoring purposes.
Stage Two: Formal Complaint
If your concern cannot be resolved informally, or you prefer a more formal investigation, you may make a formal complaint. Once received, we will:
Acknowledge receipt of your complaint within a reasonable timeframe
Record your complaint in our internal complaints log
Assign a manager or senior staff member to review and investigate the matter
During the investigation, we may contact you to clarify details, request further information, or discuss possible solutions. We will aim to provide a full written response within a reasonable timescale. If we require more time, we will let you know and explain why.
What You Can Expect from Our Response
When we respond to your complaint, we will aim to:
Address each of the concerns you have raised
Explain what we have found following our investigation
Provide any relevant information about our policies or terms
Confirm whether your complaint is upheld in full, in part, or not upheld
Outline any corrective actions, remedies, or goodwill gestures we consider appropriate
Where appropriate, we will also explain what changes we will make to reduce the risk of a similar issue happening again.
If You Are Still Unhappy
If you remain dissatisfied after our formal response, you may ask for a further internal review. A senior member of our team, who was not directly involved in the original investigation wherever possible, will re-examine your complaint and our handling of it.
They will review the information, consider any new points you raise, and decide whether the original outcome should be upheld or amended. We will then send you a final internal response.
Time Limits for Raising Complaints
To allow us to investigate effectively, you should raise your complaint as soon as reasonably possible after the event or issue. Where there is a significant delay, it may be harder for us to obtain records, statements, or other evidence, and this could affect the outcome. However, we will always look at the circumstances and act fairly.
Recording and Monitoring Complaints
We keep a confidential record of complaints, outcomes, and actions taken. This information helps us monitor patterns, identify areas for improvement, and strengthen our storage and removal processes. Personal data is handled in line with our data protection obligations.
Our Commitment to Fairness and Respect
We will treat all complainants with respect and courtesy, and we expect the same in return for our staff. We will not refuse to consider a complaint simply because it is critical of our services. We will base our decisions on the evidence available and will explain our reasoning clearly.
Reasonable Adjustments and Accessibility
If you need help to make a complaint or require reasonable adjustments, please let us know. We will do our best to support you, for example by accepting information in alternative formats or arranging to discuss your complaint in a way that suits your needs.
Review of this Procedure
Storage Twickenham reviews this Complaints Procedure regularly to ensure it remains clear, effective, and appropriate for our storage and removal services. We may update it from time to time to reflect changes in our operations, customer feedback, or legal and regulatory requirements.
This Complaints Procedure does not affect your statutory rights.
