Storage Morden Complaints Procedure
Storage Morden is committed to providing reliable storage and removal services and to dealing with any concerns or complaints in a fair, transparent and timely manner. This Complaints Procedure explains how you can raise an issue with us, what you can expect from our team, and how we will work with you to reach a resolution.
Our Commitment to You
We aim to deliver a professional service across all storage and moving activities. When something goes wrong, we want to know about it so that we can put things right and improve our service. All complaints are treated seriously and handled with respect, whether they relate to communication, charges, handling of goods, access to storage, or any aspect of our removal operations.
We will always aim to:
Listen carefully to your concerns and understand the details of your complaint.
Respond within a reasonable and clearly stated timescale.
Provide clear explanations of our findings and any decisions made.
Offer appropriate remedies where we have fallen short of our standards.
Use your feedback to review and improve our services and processes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether made verbally or in writing, where you would like us to investigate the matter and respond. This can include, but is not limited to:
Concerns about the way your goods have been handled, stored or transported.
Disputes over quotes, invoices, fees or additional charges.
Issues relating to communication, booking arrangements or access times.
Dissatisfaction with staff conduct, behaviour or professionalism.
Delays, missed time windows, or problems with collection or delivery.
If you are unsure whether your concern is a complaint, you are welcome to raise it with us and we will advise how it will be treated.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints are often helpful as they allow you to set out the facts clearly and provide any supporting information relating to your storage or removal service.
When submitting a complaint, please provide:
Your full name and any reference details for your booking or storage unit.
A clear description of what has gone wrong and when it occurred.
Any relevant dates, times, locations and the names of staff involved, if known.
Details of any loss or inconvenience you believe you have suffered.
What outcome or resolution you are seeking, if you have a preference.
We encourage you to raise your concerns as soon as possible, while the events are still recent and the information is readily available.
Informal Resolution
In many cases, issues can be resolved quickly and informally by speaking directly to the member of staff involved or to the on-site supervisor. If you are unhappy with an aspect of your storage unit, your removal booking, the handling of your belongings, or the timing of your service, please tell us at the earliest opportunity. We will do our best to address the matter immediately or within a short timeframe.
If you are not satisfied with the response at this stage, or if you feel that the issue is too serious to be dealt with informally, you may use our formal complaints process outlined below.
Formal Complaints Process
Once we receive a formal complaint, we will follow these steps.
1. Acknowledgement: We will acknowledge your complaint within a reasonable period of time. In this acknowledgement, we will confirm that we have received your complaint and explain the next steps and indicative timescales.
2. Investigation: A responsible member of our management team will review your complaint. This may include examining records relating to your booking or storage agreement, speaking to relevant staff, and assessing any evidence you provide.
3. Request for Further Information: If we need additional information to understand your complaint properly, we will contact you to request it. Providing clear and complete information can help us reach a fair outcome more quickly.
4. Response: After the investigation is complete, we will provide you with a written response. This response will explain our understanding of the complaint, what we have found during our investigation, any reasons for our decision, and what action we are proposing to take.
Where appropriate, we may offer remedies such as an apology, corrective action regarding our services, or other proportionate steps that address the issue identified.
Timescales
We aim to handle all complaints as quickly as reasonably possible. The time required will depend on the complexity of the matter and the availability of information. If, for any reason, we are unable to respond within the initial timescale given, we will keep you informed about the progress of your complaint and when you can expect a full response.
Escalation of Your Complaint
If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that the matter be reviewed at a higher level within Storage Morden. A senior member of our team will then re-examine the complaint, the investigation carried out, and the decision reached, and will provide you with a further written response.
When asking for an escalation, please explain why you are unhappy with the earlier decision and identify any information you believe has not been considered.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information will only be shared with those who need it to investigate and resolve the complaint. Any personal data provided in the course of a complaint will be processed in line with applicable data protection requirements and used solely for managing and reviewing the complaint and our services.
Learning from Complaints
Complaints play an important role in helping us maintain and improve the quality of our storage and removal services. We regularly review the complaints we receive to identify patterns, areas for improvement and opportunities to enhance our staff training, communication and procedures. By following this Complaints Procedure, we aim not only to resolve individual issues but also to deliver a better, more reliable service for all our customers.
