Storage Edgware Complaints Procedure
Storage Edgware is committed to providing reliable storage and removal services and to dealing with any concerns promptly and fairly. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage. We treat all complaints seriously and use the feedback to improve our services.
Purpose and Scope
This procedure applies to all customers of Storage Edgware, including clients using our storage facilities, packing, and household or commercial removal services. It covers any expression of dissatisfaction about our services, staff, processes, or standards, whether the issue is large or small. We aim to resolve issues informally whenever possible, but we also provide a clear formal process where needed.
What We Class as a Complaint
A complaint is any statement from a customer that they are unhappy with our service and would like us to respond. This may include concerns about service quality, delays or missed appointments, communication, conduct of staff or contractors, invoicing or charges, handling of goods during storage or removals, or the way a previous issue was dealt with. You do not need to use the word “complaint” for this procedure to apply.
Raising an Informal Complaint
We encourage customers to raise concerns as soon as possible, ideally at the time the issue arises or as soon as it is noticed. In many cases, the matter can be resolved quickly by speaking directly to the staff member involved or to the site or team supervisor. Informal resolution allows us to put things right straight away where possible, such as clarifying a misunderstanding, correcting an invoice, or agreeing a practical solution for a storage or removal booking.
If you feel comfortable doing so, start by explaining what has gone wrong and what outcome you would like. We will aim to acknowledge and address informal concerns promptly, typically within a few working days, depending on the complexity of the issue.
Making a Formal Complaint
If your concern is more serious, you are dissatisfied with the outcome of an informal discussion, or you prefer a more structured approach, you may submit a formal complaint. When making a formal complaint, please provide your full name, any reference or booking details, a clear description of what happened, including dates and locations where possible, details of any conversations already held with our staff, and the outcome or solution you are seeking.
We encourage customers to raise complaints as soon as they reasonably can, so that events are still recent and relevant information is easier to obtain. While there is no rigid deadline, leaving it too long may limit what we can find out or offer.
Acknowledgement of Your Complaint
Once we receive a formal complaint, we will record it and acknowledge receipt. We will explain the next steps, who will be handling the investigation, and the expected timescale for our response. Where a complaint involves multiple services, such as both storage and removals, we may need to consult different teams before providing a complete answer.
How We Investigate Complaints
Complaints are investigated by an appropriate manager or senior member of staff who was not directly responsible for the issues raised, wherever possible. The investigation process may include reviewing your account notes and service records, discussing the matter with team members involved, reviewing any images or documentation related to stored items or removals, and considering any relevant policies, terms and conditions, or service agreements in place at the time.
We aim to conduct investigations fairly, objectively, and without presumption. If we need further information from you, we may contact you during the process to clarify points or request additional details.
Timescales for Response
We aim to provide a full written response to formal complaints within a reasonable timeframe. The length of time required can vary depending on the complexity of the issue. Straightforward matters may be concluded quickly, while complaints involving several services, multiple visits, or damage assessments can take longer. If we cannot meet our initial timescale, we will let you know, explain the reasons for the delay, and give a revised estimate for our response.
Outcome of Your Complaint
When the investigation is complete, we will explain our findings and the reasons for our decision. Where a complaint is upheld in full or in part, we will outline the steps we will take to put things right, which may include an apology, a corrective action in our processes, a practical remedy related to your storage or removal service, or any other measure we consider appropriate in the circumstances. If we do not uphold your complaint, we will set out clearly why we have reached that conclusion based on the information available.
Escalating Your Complaint
If you remain dissatisfied after receiving our formal response, you can ask for your complaint to be reviewed at a higher level within Storage Edgware. In your escalation request, please explain which aspects of the response you disagree with and why. The review will normally be carried out by a senior manager who was not involved in the original investigation. They will consider whether the procedure was followed correctly, whether the decision was reasonable, and whether any further action is needed.
Our Commitment to Fairness and Improvement
Storage Edgware is committed to handling complaints with courtesy, respect, and confidentiality. Raising a complaint will not affect your ability to use our storage or removal services, and we will not treat you less favourably for doing so. We regularly review complaints data to identify patterns, address recurring issues, improve staff training, and refine our procedures, with the aim of continuously improving the service we provide.
Confidentiality and Data Handling
All complaints are handled in line with our obligations to protect personal information. Details of your complaint will only be shared with staff or representatives who need to know in order to investigate and resolve the matter. Information arising from complaints may be retained for a reasonable period to help manage our services, respond to any further queries, and meet legal or regulatory requirements.
Using This Procedure
This Complaints Procedure is intended to be clear and accessible. If you need assistance in making a complaint, or require information about this procedure in a different format, please let us know and we will do our best to help. We value all feedback on our storage and removal services and appreciate the opportunity to address any concerns you may have.
