Storage Clapham Complaints Procedure
Storage Clapham is committed to providing a professional, reliable and courteous service for all customers using our storage and removal services. We recognise that, on occasion, concerns or problems can arise. This Complaints Procedure sets out how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.
Scope of this Complaints Procedure
This procedure applies to complaints about any aspect of our services, including but not limited to storage facilities, removals, handling of goods, customer service, administration, billing and service quality. It is intended for individual customers and business clients who have used, or are using, Storage Clapham’s services.
This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall outside our control, such as third-party services that you have arranged independently.
Our Key Principles
We handle all complaints in line with the following principles:
Fairness: We will listen carefully to your concerns, gather relevant information and consider your complaint objectively.
Accessibility: We aim to make it easy for you to raise a complaint, using clear language and straightforward steps.
Confidentiality: Your complaint will be handled with appropriate sensitivity and your personal information will be treated in accordance with applicable data protection laws.
Timeliness: We will acknowledge your complaint promptly and aim to resolve it as quickly as possible, keeping you informed throughout.
Learning and improvement: Where something has gone wrong, we will review what happened and look for ways to improve our storage and removals services.
How to Make a Complaint
You can make a complaint verbally or in writing. We recommend you provide the following information to help us investigate effectively:
Your full name and the name under which the booking or storage agreement is held.
Details of the service you used, for example storage unit details or removals date.
A clear description of what went wrong, including relevant dates, times and locations.
Any supporting information, such as inventory details, photographs or reference numbers.
What outcome you are seeking, for example explanation, apology, corrective action or review of charges.
If you raise your concern with a member of our team on site or during a removal, they will attempt to resolve the matter immediately where possible. If the complaint cannot be resolved informally, or you prefer a formal review, it will be handled under the stages below.
Stage 1: Initial Investigation and Response
Once we receive your complaint, it will be logged and assigned to an appropriate member of staff for investigation. We aim to acknowledge your complaint within a reasonable timeframe and to provide a full response within 10 working days. If your complaint is complex or requires further detailed investigation, we will inform you of this and provide an estimated timescale for our response.
During Stage 1 we may contact you to clarify details or request further information. We will review relevant records, speak to staff involved and assess any supporting evidence you provide.
At the conclusion of Stage 1, we will provide you with a written response. This will explain:
Our understanding of your complaint.
The steps we took to investigate.
Our findings and decision.
Any proposed resolution, such as corrective action, service improvements, financial adjustments or other remedial steps if appropriate.
Stage 2: Review of the Complaint
If you are not satisfied with the Stage 1 response, you may request a Stage 2 review. You should explain why you remain dissatisfied and what additional outcome you are seeking. A more senior member of staff, who was not directly involved at Stage 1, will review your complaint.
The Stage 2 review will consider the original complaint, the Stage 1 investigation, our decision and any new information you provide. We aim to complete the review and send a written outcome within 10 to 15 working days, or we will let you know if more time is needed.
The Stage 2 decision will confirm whether we uphold, partially uphold or do not uphold your complaint, and it will set out any further actions we will take. This is normally the final stage of our internal complaints process.
Time Limits for Making a Complaint
You should raise your complaint as soon as possible after the issue occurs, and in any event within six months. Complaints made after this period may be more difficult to investigate fully, particularly in relation to time-sensitive removals or storage access records. We will still consider late complaints where there is a good reason for the delay, but we cannot guarantee a full investigation in all cases.
Remedies and Outcomes
Where a complaint is upheld, we will aim to provide a fair and proportionate remedy. Depending on the circumstances, this may include:
An explanation of what went wrong and why.
A sincere apology.
Corrective actions in relation to your storage or removal arrangement.
Service improvements to prevent recurrence.
Review of charges or other appropriate redress, where justified and in line with our terms and conditions.
Any remedy will take into account the nature of the issue, the impact on you and our contractual obligations.
Complaints Involving Goods in Storage or in Transit
When a complaint involves goods kept in storage or transported as part of a removal, we may need additional information, such as inventory lists, condition reports or photographs. It is important that you report any concerns about loss or damage as soon as practicably possible after becoming aware of the issue.
Our handling of such complaints will also have regard to the terms and limitations set out in your storage or removals agreement, including any provisions relating to liability and insurance.
Data Protection and Confidentiality
We will handle all complaint information securely and in accordance with applicable data protection laws. Details of your complaint will only be shared with staff who need them in order to investigate, respond and implement any agreed actions.
We will retain records of complaints and outcomes for a reasonable period. These records help us monitor service quality, identify trends and improve the way we deliver storage and removals services.
Continuous Improvement
Storage Clapham uses the feedback gained through the complaints process to help improve our operations. We regularly review complaints data to identify any recurring issues, training needs or changes required to our procedures, facilities or customer information. Our aim is to reduce the likelihood of similar problems arising in the future and to maintain high standards in both storage and moving services.
We appreciate the time taken by customers to raise concerns and we see complaints as a valuable opportunity to learn and enhance the service we provide.
