Complaints Procedure for Storage Leamouth
Storage Leamouth is committed to providing reliable storage and removal services, supported by clear and fair customer care. If something goes wrong, we want to know about it and put it right quickly. This complaints procedure explains how you can raise a concern, what information we need, how we will handle your complaint, and the standards you can expect from us at each stage.
Purpose of this Complaints Procedure
The aim of this procedure is to provide a straightforward route for customers to tell us when they are unhappy with any part of our service, including storage, removals, packing, handling of goods, billing, or communication. We use complaints to resolve individual issues and to improve how we work. All complaints are treated seriously, fairly, and with respect.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or staff, whether justified or not, where you would like a response or resolution. This may include, but is not limited to, concerns about:
• The quality or timing of storage or removal services
• The handling, packing, loading or unloading of your belongings
• Conduct, attitude or behaviour of our staff or contractors
• Accuracy of information given before, during or after a move
• Invoices, quotations, charges, or payment arrangements
• Failure to follow our agreed terms or written commitments
Raising a Complaint Informally
Where possible, we encourage you to raise any concerns informally in the first instance. Many issues can be resolved quickly by discussing them with the team member who is providing your service, or with the manager responsible for your storage unit or removal booking.
If you raise an issue informally, we will listen carefully, clarify what has happened, and aim to agree a solution with you as soon as possible. If you are not satisfied with the outcome, or prefer to use the formal complaints process from the start, you can follow the steps set out below.
How to Make a Formal Complaint
You can make a formal complaint in writing. Written complaints help us to understand the issue clearly and create an accurate record of what has happened.
When submitting your complaint, please provide the following information where possible:
• Your full name and the name under which the booking or storage agreement was made
• Details of the service involved, such as storage, removals, packing, or a combination
• Dates and times of the events you are complaining about
• A clear description of what went wrong and how it has affected you
• Names or descriptions of any staff members or teams involved
• Any supporting information you feel is relevant, such as reference numbers or photographs
• What outcome or resolution you are seeking
We recommend you make your complaint as soon as possible after the issue occurs, so that we can investigate effectively while events are still recent.
Acknowledgement of Your Complaint
Once we receive your written complaint, we will send you an acknowledgement. This acknowledgement will confirm that we are handling your complaint under our formal procedure and will explain the next steps in the process. We will also provide an indicative timescale for our investigation and response.
Investigation and Response
Your complaint will be allocated to an appropriate manager who was not directly responsible for the events complained about, wherever possible. This helps to ensure that the investigation is fair and impartial.
The investigating manager may:
• Review your complaint and any supporting documents
• Check our internal records, including booking notes, service logs and correspondence
• Speak with staff or contractors involved in providing your service
• Clarify any points with you if further information is required
After the investigation is complete, we will send you a written response. This will explain:
• Our understanding of your complaint
• The findings of our investigation
• Whether your complaint is upheld in full, upheld in part, or not upheld
• Any actions we propose to take, including remedies or service improvements where appropriate
Possible Outcomes and Remedies
Depending on the nature of your complaint, possible outcomes may include:
• An explanation or clarification of what happened
• An apology where we have fallen short of our standards
• Practical steps to correct the issue, where this is possible
• A review or adjustment of processes or staff training
• Consideration of any other fair and reasonable remedy relevant to the circumstances
Any remedy offered will reflect the specific facts of the case and our contractual obligations.
If You Remain Dissatisfied
If you are not satisfied with the outcome of the initial investigation, you may request that your complaint is reviewed at a higher level within Storage Leamouth. When asking for a review, please explain why you remain dissatisfied and highlight any information you feel has not been properly considered.
We will acknowledge your request for a review and confirm how it will be handled. The review may involve a more senior manager reassessing the information available, considering any new evidence, and checking whether the original decision and outcome were reasonable and consistent with this procedure.
Confidentiality and Data Protection
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purposes of responding to your complaint, improving our services, or meeting legal and regulatory requirements. Details of your complaint will only be shared with those who need to know in order to investigate and resolve the matter.
Our Commitment to Continuous Improvement
Storage Leamouth reviews complaints on a regular basis to identify patterns, recurring issues and opportunities for improvement. Feedback from our storage and removal customers, including complaints, helps us to refine our processes, train our teams, and maintain high standards of service.
By following this complaints procedure, we aim to deal with concerns promptly, fairly and transparently, and to ensure that your experience of Storage Leamouth reflects our commitment to professional storage and removals services.
