Storage Surbiton Complaints Procedure
Storage Surbiton is committed to providing a reliable, professional and courteous service, including our storage and removal-related services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and learn from any mistakes. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.
Purpose and scope of this procedure
This procedure applies to complaints from customers and prospective customers about any aspect of our storage, removal, collection, delivery, handling or related customer service activities. It covers issues such as service quality, communication, handling of goods, billing concerns, and conduct of staff or contractors acting on our behalf.
We aim to handle all complaints in a way that is fair, consistent and timely. We will always treat you with respect and will expect our staff and representatives to behave professionally throughout the process.
How to make a complaint
You can raise a complaint with Storage Surbiton in writing or by speaking to a member of our team. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while events are still recent.
When making a complaint, please provide as much detail as you can, including:
The name the booking or storage account is under, the relevant dates of the service, a description of what went wrong, and what you would like us to do to resolve the matter. If your complaint relates to removal or delivery services, it helps if you can describe any impact on your goods or schedule.
We will accept complaints raised by a third party acting on your behalf if you have given them your permission to do so.
Stage one: Initial resolution
In the first instance, we will always try to resolve your complaint informally and quickly. Where possible, the member of staff you first speak to will attempt to put things right. If the issue relates to a specific booking, storage unit or removal job, the relevant team member or supervisor may contact you to discuss the situation and propose a solution.
At this stage we will aim to:
Listen carefully to your concerns, clarify any points we do not fully understand, and, where possible, agree a resolution with you. Many problems can be resolved immediately or within a short period through explanation, correction of an error, or a practical arrangement for remedial action.
If you are satisfied with the outcome at this point, the complaint will be closed and recorded for our internal monitoring and service improvement.
Stage two: Formal complaint investigation
If your complaint cannot be resolved at stage one, or if you prefer to make a formal complaint from the outset, your complaint will be escalated for investigation by a manager. This person will be responsible for reviewing the matter in detail and coordinating our response.
On receipt of a formal complaint, we will:
Acknowledge that we have received your complaint, explain that it is being treated as a formal complaint, and give an indication of when you can expect a full response. We will normally aim to provide a final written response within 14 working days. If the matter is complex, or if we need information from third parties such as contractors or insurers, it may take longer. In such cases we will keep you updated on progress.
During the investigation we may need to contact you to ask for further information, photographs, or clarification, especially where goods, access, timings or specific removal tasks are involved. We may also review any relevant documentation, booking details, internal records and statements from staff or contractors.
Once the investigation is complete, we will send you a clear response setting out:
Our understanding of your complaint, the steps we have taken to investigate, our findings and conclusions, and any actions we will take to put things right, where appropriate. Where we do not uphold part or all of your complaint, we will explain our reasons.
Stage three: Further review
If you are not satisfied with the outcome of the formal investigation, you may request a further review. Your request should explain which aspects of the decision you disagree with and why. Where possible, a different senior member of our team, who has not previously been involved in the matter, will carry out this review.
The reviewer will look again at the complaint, the investigation, the evidence available and the decision reached. They may contact you for more information if needed. Once the review is complete, we will provide you with our final position on the complaint.
This marks the end of our internal complaints process. We hope to resolve matters to your satisfaction well before this point, but even where we cannot agree on the outcome, you will receive a clear explanation of our final decision.
Timescales and communication
We aim to deal with all complaints as swiftly as possible while ensuring a thorough and fair process. Response times may vary depending on the complexity of the issue, especially where storage contents or removal logistics must be carefully checked, but our guiding principles are transparency and regular updates.
Throughout the process we will communicate with you in a clear and respectful way. If at any stage there is likely to be a delay, we will let you know and explain why.
Confidentiality and data protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will be shared only with those who need it in order to investigate and resolve the issue. We will store complaint records securely and for no longer than is necessary for our legitimate business and legal purposes.
Using complaints to improve our services
Storage Surbiton views complaints as an important source of feedback. We regularly review complaints data to identify patterns, trends and areas where we can reduce the risk of similar issues arising in future. This may include changes to our procedures, additional staff training, or improvements in how we coordinate storage and removal services.
By following this Complaints Procedure, we aim to ensure that all customers are treated fairly and that any concerns are addressed promptly and professionally. Your feedback helps us maintain and improve the quality of our services.
