Storage Croydon Complaints Procedure
This complaints procedure explains how Storage Croydon handles concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve the way we operate.
Our Commitment
We are committed to providing secure storage and reliable removal services delivered with care and professionalism. When something goes wrong, we want to know about it so that we can put it right and prevent it happening again. Every complaint is taken seriously and handled with respect, confidentiality and without discrimination.
What This Procedure Covers
This procedure applies to complaints from individual customers and business clients about:
Quality of storage services, including access, security or condition of units.
Removal or transport services, including collection, delivery, handling of items and timing of services.
Customer service, including staff conduct, communication and information provided.
Administration issues, such as billing, documentation and contract terms as they relate to our services.
Alleged failure to follow our published policies or agreed service terms.
What Is Not Covered
This complaints procedure does not cover:
Matters that are already the subject of legal proceedings.
Issues that are solely related to third party services not provided by Storage Croydon.
Matters that have already been fully investigated and resolved under this procedure, unless there is new and relevant evidence.
Raising a Concern Informally
Many issues can be resolved quickly by speaking to a member of our team as soon as the problem arises. We encourage you to raise concerns informally in the first instance, either at the storage facility or with the team that arranged your removal service.
When you raise a concern informally, we will:
Listen carefully to understand the issue.
Clarify what outcome you are seeking.
Explain what we can do and how long it will take.
Take reasonable steps to resolve the matter promptly.
If you are not satisfied with the outcome of an informal discussion, or if the issue is serious, you may submit a formal complaint.
How To Make a Formal Complaint
To help us investigate effectively, please provide the following information when making a formal complaint:
Your full name and any reference number associated with your booking or storage unit.
The date, time and location of the incident or service.
A clear description of what went wrong.
Names or descriptions of any staff involved, if known.
Details of any financial loss or damage, including supporting evidence where available.
What you would like us to do to resolve the matter.
Complaints should be submitted in writing so that we have a clear record of your concerns. Written complaints are usually easier to investigate and respond to accurately.
Timescales for Handling Complaints
We aim to acknowledge all formal complaints within five working days of receipt. In our acknowledgement we will confirm that we have received your complaint, provide a reference for the case and give an indication of the expected timescale for a full response.
We aim to provide a full written response within twenty working days. If the issue is complex or requires additional time to investigate, we will update you on progress and let you know when you can expect a final response.
Investigation Process
When we receive a formal complaint, we will appoint a member of the management team who has not been directly involved in the matter to review your case. The investigation may include:
Reviewing your complaint and any supporting documents.
Checking booking records, inventory forms, delivery notes and storage agreements.
Inspecting relevant areas of the facility or vehicles, where appropriate.
Speaking to staff members and, if needed, to any third parties involved.
Assessing whether our policies and procedures were followed correctly.
Once the investigation is complete, we will send you a written response explaining:
Our understanding of your complaint.
The steps taken to investigate.
Our decision and the reasons for it.
Any actions we will take to put things right, including remedies or goodwill gestures where appropriate.
Possible Outcomes and Remedies
Depending on the circumstances, possible outcomes of a complaint may include:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below the standard expected.
Corrective action, such as revisiting a removal, adjusting records or amending bills.
Practical steps to mitigate any inconvenience caused, where reasonable.
A review of our internal processes or staff training to prevent recurrence.
Any remedies will be offered in line with our contractual terms and applicable law.
Escalating Your Complaint
If you are dissatisfied with the outcome of your complaint, you may request an internal review. Your request should explain why you disagree with the decision and provide any additional information you believe is relevant.
An internal review will be carried out by a senior manager not previously involved in the complaint. The reviewer will consider the handling of your complaint, the fairness of the decision and whether appropriate steps were taken. Following the review, we will provide you with a final written response. This will mark the end of our internal complaints process.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared with staff who need it to investigate and resolve the matter. We store complaint records securely and retain them only for as long as is necessary for legal, regulatory and operational purposes, in line with our data protection obligations.
Using Feedback to Improve Our Services
Complaints, comments and suggestions are an important source of feedback. We regularly review complaint trends to identify areas where our storage and removal services can be improved. This may result in additional staff training, updates to policies, changes to procedures or investment in equipment and facilities.
Availability of This Procedure
This complaints procedure is available to all customers and prospective customers. A copy can be provided on request at our premises or shared in writing. We can offer this information in alternative formats where reasonably practicable.
By setting out a clear process for raising and resolving concerns, Storage Croydon aims to maintain high levels of customer satisfaction and trust in our storage and removal services.
