Storage Harringay Complaints Procedure
Storage Harringay is committed to providing a reliable and professional service for storage and removals customers. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put matters right, learn from the experience, and continuously improve our services.
This complaints procedure explains how you can raise a concern, how we will respond, and what further options are available if you are not satisfied with the outcome.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints about our storage and removal services. It is designed to ensure that:
Complaints are taken seriously and handled promptly.
All customers are treated with respect and fairness.
We investigate complaints thoroughly and objectively.
We provide clear explanations and, where appropriate, remedies.
We use feedback from complaints to improve how we operate.
2. What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, subcontractors, vehicles, storage facilities, removal activities, handling of belongings, or our communication with you. Examples include, but are not limited to:
Concerns about the quality of our storage or removal service.
Disputes about dates, timings, or handling of goods.
Issues relating to invoices, charges, or payment terms.
Concerns about the conduct or behaviour of our staff or contractors.
Dissatisfaction with how we have handled a previous enquiry.
We encourage you to raise any concerns as soon as possible so that we have the best chance of resolving them quickly.
3. How to Make a Complaint
You may submit a complaint in writing. Please clearly mark that your message is a complaint and provide as much detail as possible, including:
Your full name and the name on the booking or contract.
The service you used, such as storage, removals, or combined services.
Dates and locations relevant to your complaint.
A clear description of what went wrong.
Any supporting information you wish us to consider, such as reference numbers or copies of documents.
What outcome you are seeking, where this is known.
We recommend making complaints in writing so that there is a clear record of the issue. This also helps us to understand and investigate your concerns effectively.
4. Our Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it in writing within a reasonable timeframe. We will normally confirm that we have received your complaint, provide the name or role of the person who will be handling it, and outline the next steps.
We aim to review straightforward complaints promptly, which may include contacting you for clarification or further information. Where possible, we will try to resolve the matter at this early stage.
Stage 2: Investigation
If your complaint requires a more detailed review, it will be passed to a manager or a suitably senior member of our team. During the investigation, we may:
Review your account and booking details.
Speak with staff or contractors involved in providing your service.
Check vehicle logs, storage records, and relevant documentation.
Assess any evidence or information you have provided.
We will aim to complete our investigation and respond to you in writing as soon as is reasonably practicable. If we need more time because your complaint is complex or because we are awaiting information, we will inform you and explain the reason for the delay.
Stage 3: Written Outcome
At the end of our investigation, we will provide a written response setting out:
A summary of your complaint.
The steps we have taken to investigate it.
Our decision and the reasons for it.
Any actions we propose to take, such as practical steps, explanations, or goodwill gestures where appropriate.
We will always aim to be clear and transparent in explaining how we reached our conclusions.
5. Time Limits for Complaints
We encourage you to raise any concerns as soon as possible after the issue arises, and preferably within a short period of your storage or removal service being provided. This allows us to investigate while information is still readily available and recollections are fresh.
Complaints raised after a long delay may be more difficult to investigate fully, but we will still consider them where possible and appropriate.
6. If You Are Still Unhappy
If you remain dissatisfied after receiving our written outcome, you may ask for a further review. In doing so, please explain why you are unhappy with the response and identify any information you believe has not been considered.
Your request will be considered by a senior member of our team who was not directly involved in the original investigation where possible. They will review the handling of your complaint and the decision reached, and will either uphold, vary, or overturn the original outcome. You will receive a written response to confirm their decision.
7. Our Commitment to Fairness and Respect
We treat all complaints confidentially and with respect. We expect our staff to be professional, courteous, and constructive at all times, and we ask customers to communicate with us in a similar way.
We will not refuse to look into a complaint simply because it is critical of our services. Constructive criticism helps us improve, and we appreciate the opportunity to address any failings.
8. Learning from Complaints
Complaints are an important source of feedback. Storage Harringay regularly reviews issues raised by customers to identify patterns and opportunities to improve our storage and removal services, staff training, systems, and communication.
Where we identify that changes are needed, we will take steps to implement them so that our customers benefit from a more reliable and efficient service in the future.
9. Updates to This Procedure
This complaints procedure may be updated from time to time to reflect changes in our services or internal processes. Any revised version will apply from the date it is made available and will not affect your statutory rights.
If you are unsure how this procedure applies to your situation, you can contact us for clarification before making a formal complaint. We will explain how we can best assist you and what information we will need.
