Complaints Procedure for Storage Richmond upon Thames
This complaints procedure explains how to raise a concern about our storage and removal services in and around Richmond upon Thames, and how we will handle your complaint. Our aim is to resolve issues fairly, promptly and transparently, and to use your feedback to improve our services.
1. Purpose and Scope
This procedure applies to all customers using our storage, collection, delivery, packing, or removal-related services. It covers issues such as service quality, handling of goods, conduct of staff, accuracy of information, billing concerns, and communication problems.
This procedure does not affect your statutory rights. You may choose to seek independent advice at any time.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you expect a response or resolution. Examples include:
Service not delivered as agreed, delays or missed appointments, concerns about the condition or handling of your items, unclear or unexpected charges, or dissatisfaction with how previous concerns have been handled.
We encourage you to raise any issue as early as possible so we can address it quickly.
3. Informal Resolution
Many issues can be resolved informally and immediately. In the first instance, please speak to the member of staff you have been dealing with and explain your concern. They will do their best to put things right, clarify any misunderstandings and agree a practical solution with you where possible.
If you are not satisfied with the informal response, or if you prefer not to raise the matter directly with the person involved, you may use the formal complaints process below.
4. How to Make a Formal Complaint
You can make a formal complaint in writing. Written complaints help us ensure we fully understand your concerns and keep an accurate record of what has been raised.
Please include:
Full name and contact details, a clear description of your concern, relevant dates and times, any booking or reference details, and what outcome you are seeking where possible.
We may contact you for further information if needed to investigate your complaint properly.
5. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will confirm that we have received your complaint, provide a reference where applicable, and outline the next steps and an estimated timescale for our investigation.
6. Investigation Process
Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in the matter you are complaining about where reasonably possible. The investigation may include:
Reviewing your account and service history, checking booking notes, job sheets and storage records, speaking with staff members involved, and considering any photographs, documents or other evidence you provide.
We aim to conduct all investigations fairly, objectively and without unnecessary delay.
7. Our Response and Possible Outcomes
After the investigation, we will provide a written response. This will usually include a summary of your complaint, an outline of what we have investigated, our findings and our decision, and any corrective actions or proposals to resolve the matter.
Possible outcomes may include an explanation or clarification, an apology where appropriate, corrective action to our services or processes, or a goodwill gesture where justified. Any proposed remedies will be based on the specific circumstances and evidence available.
8. If You Are Not Satisfied with the Outcome
If you are unhappy with our formal response, you may ask for your complaint to be reviewed again by a more senior member of management where available. Please explain why you disagree with the outcome and provide any further relevant information.
The review will consider whether the complaint was handled fairly, whether all relevant information was considered, and whether the outcome remains appropriate. We will then provide a final response to you.
9. Timescales
We aim to handle complaints as quickly as is reasonably practical, taking into account the complexity of the issues and the need to gather accurate information. We will keep you informed if our investigation is likely to take longer than originally indicated and will provide updates where there are significant developments.
10. Confidentiality and Data Protection
All complaints will be handled in confidence and in line with our data protection obligations. Information will only be shared with those who need it in order to investigate and respond to your complaint or where we are legally required to do so.
11. Using Your Feedback to Improve Our Services
We value all feedback from customers using our storage facilities and related removal services. Complaints help us identify where things have gone wrong and where we can improve staff training, communication, procedures and overall service standards in Richmond upon Thames and surrounding areas.
Where appropriate, we analyse complaint trends and use this information in staff briefings, process reviews and service improvements.
12. Accessibility and Assistance
If you need help making a complaint or require this procedure in an alternative format, please let us know and we will make reasonable efforts to assist you. You may also ask someone to act on your behalf, such as a relative, friend or adviser, as long as you give your permission for us to discuss your account with them.
13. Status of This Procedure
This complaints procedure is intended as a clear guide to how we handle concerns about our storage and removal services. It does not create contractual rights beyond those already included in our terms and conditions. We may update this procedure from time to time to reflect changes in our services or in applicable requirements.
If you have any questions about this procedure or how it applies to your situation, you can contact us and we will be happy to clarify the process before you decide whether to make a formal complaint.
