Storage Brentford Complaints Procedure
Storage Brentford is committed to providing reliable storage and removals-related services. We aim to deliver a professional and courteous experience at all times, but we recognise that occasionally things can go wrong. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We treat all complaints seriously and use them as an opportunity to review and improve our storage and moving services. We will handle your complaint in a way that is fair, timely, and transparent. Wherever possible, we will work with you to resolve the issue informally and to your satisfaction.
What This Procedure Covers
This procedure applies to complaints about our storage services, removals-related services, customer service, billing, contracts, and any aspect of your experience with Storage Brentford. It does not cover issues that are already being dealt with by a court or legal body, or matters that fall outside our control, such as third party services that you have arranged independently.
Informal Resolution
We encourage you to raise any concerns as soon as possible with a member of our team, either at the storage facility or with the relevant service contact. Many issues can be resolved quickly and informally by speaking directly with the staff involved, for example in relation to access times, storage unit conditions, move day arrangements, or invoice queries.
Our team will listen to your concerns, clarify any misunderstandings, and try to agree a practical solution with you. If you are satisfied with the outcome, the matter will be considered resolved and no further action will usually be required.
Making a Formal Complaint
If you are not able to resolve your concern informally, or if the matter is more serious, you can make a formal complaint. Please set out your complaint in writing and include the following information so that we can investigate thoroughly:
1. Your full name and the name on your storage or removals-related agreement.
2. Details of the service you used, such as storage unit type or moving date.
3. A clear description of what went wrong and when it happened.
4. The names or roles of any staff members you have already spoken to, if known.
5. Any steps you have already taken to try to resolve the issue.
6. What outcome you are seeking, such as an explanation, apology, correction, or review of charges.
We encourage you to submit your complaint as soon as reasonably possible after the issue arises, so that we can investigate while the details are still clear.
Acknowledging Your Complaint
Once we receive your formal complaint, we will record it on our complaints log. We will acknowledge receipt of your complaint within a reasonable timeframe and let you know that an investigation has begun. If we need any further clarification or information from you at this stage, we will ask for it so that our investigation can be accurate and complete.
How We Investigate
Your complaint will be reviewed by an appropriate member of the management team who is not directly involved in the issue you are complaining about. The investigation may include:
1. Reviewing your storage or removals-related agreement and any relevant records.
2. Checking communications relating to the matter, such as correspondence and notes.
3. Speaking with staff members who were involved in providing the service.
4. Inspecting any relevant areas, such as storage units or equipment, where appropriate.
We will aim to complete our investigation and provide a full response within a reasonable period. If, for any reason, we need longer to look into the matter, we will inform you and explain why more time is required.
Our Response
Once the investigation is complete, we will provide a clear and reasoned response. This will normally include:
1. A summary of your complaint and the issues we have considered.
2. The outcome of our investigation and whether your complaint is upheld in full, in part, or not upheld.
3. An explanation of the reasons for our decision, based on the evidence available.
4. Any steps we will take to put things right, if appropriate, such as corrections, service improvements, or gestures of goodwill.
5. Information on what you can do if you remain dissatisfied with our response.
If You Are Still Unhappy
If you are not satisfied with our formal response, you may request that the complaint be reviewed by a more senior manager, where available. You should explain why you remain unhappy and identify any points that you believe have not been fully addressed. The senior review will focus on whether the complaint was handled fairly and whether the outcome was reasonable in the circumstances.
After this review, we will issue a final position on your complaint. At that point, our internal complaints procedure will be considered exhausted.
Confidentiality and Data Protection
We will handle your complaint in confidence and only share details with staff who need the information in order to investigate and respond. Any personal data collected during the complaints process will be processed in line with our data protection obligations and retained only for as long as necessary.
Using Complaints to Improve Our Services
We regularly review complaints data to identify patterns, areas for improvement, and potential training needs. Feedback from customers helps us refine our storage procedures, removals-related operations, and customer care standards. By raising concerns, you help us deliver a safer, more efficient, and more reliable service for everyone.
Accessibility and Assistance
If you need help to make a complaint, or you require this procedure in a different format, please let us know. We will make reasonable efforts to support you, including explaining the process verbally, assisting with written statements, or working with your chosen representative where appropriate.
Review of This Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our storage and removals-related services. We may update it from time to time to reflect operational changes, customer feedback, or developments in best practice.
