Storage Nunhead Complaints Procedure
Storage Nunhead is committed to providing reliable storage and removals related services, delivered with care and professionalism. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, what we will do in response, and the timeframes you can expect.
Purpose and Scope of This Procedure
This procedure applies to complaints about our storage services, associated removals or collection and delivery services, and any related customer service issues. It covers concerns raised by individual customers, businesses, and any third parties directly affected by our work.
We define a complaint as any expression of dissatisfaction, whether written or spoken, where a response is expected. You do not have to use specific words such as complaint for this procedure to apply. If you tell us that you are unhappy with any aspect of our service, we will treat it as a complaint and handle it under this procedure.
Our Commitment to You
When you make a complaint, we will aim to handle it in line with the following principles.
We will treat you fairly, courteously, and with respect at all times. We will listen carefully to what you tell us, and we will not be defensive. We will investigate your concerns thoroughly and objectively, using the information and records available to us, including any relevant storage agreements, removals arrangements, and condition reports.
We will respond as promptly as we reasonably can, giving you clear and understandable explanations. Where something has gone wrong, we will acknowledge it, apologise where appropriate, and take steps to put things right wherever possible. We will also use your feedback to improve our systems, staff training, and day to day practices.
How to Make a Complaint
You can raise a complaint in writing or verbally. Written complaints are usually easier for us to investigate thoroughly, because they allow us to capture the details accurately. When submitting your complaint, please set out as clearly as you can what happened, when it happened, who was involved, and what outcome you are seeking.
If your complaint relates to storage charges, removals dates, access to your unit, service quality, communication, handling of your belongings, or any other aspect of our work, please include any reference numbers or documents you have, such as contracts, inventories, or booking confirmations. The more information you provide, the easier it will be for us to understand and respond to your concerns.
Step One: Front Line Resolution
In many cases, complaints can be resolved quickly and informally. In the first instance, please raise your concern with a member of the team at the relevant facility or with the person you have been dealing with regarding your storage or removals arrangements.
We will aim to resolve straightforward issues immediately or within a short period of time. This may involve clarifying information, correcting an administrative error, explaining our terms and conditions more clearly, or arranging a practical solution such as a revised access time, adjustment of an invoice where appropriate, or a review of how your items have been stored.
If we are able to resolve your complaint at this stage, we will confirm the outcome to you. If you are not satisfied with the response, or if the matter is more complex, you can ask for a formal investigation under Step Two.
Step Two: Formal Investigation
If your complaint cannot be resolved informally, it will be escalated for formal review. At this stage, a manager or designated complaints handler who has not been directly involved in the issue will review your concerns. This helps ensure that the investigation is impartial and that you receive a fair assessment.
We will acknowledge receipt of your formal complaint and may contact you to clarify any points or request additional information. We may review written records, storage agreements, removals instructions, photographs, and statements from staff or third parties where relevant.
Following the investigation, we will provide you with a written response setting out our findings, any actions we propose to take, and the reasons for our decisions. Where applicable, we will explain any remedies we can offer. These may include practical solutions, corrective actions, or other measures within our control.
Timeframes for Responding
We aim to acknowledge formal complaints promptly after receiving them. We will then work to complete our investigation and provide a full response within a reasonable period, taking into account the complexity of the issues raised and the availability of any required information.
If we cannot provide a full response within our target timeframe, we will let you know that more time is needed, explain why, and give you an indication of when you can expect a final reply. We will keep you informed of progress during the investigation where appropriate.
Outcomes and Remedies
Where our investigation shows that we have made a mistake or have not met our usual standards of service, we will take steps to rectify the situation as far as we reasonably can. This may include practical solutions, reviewing internal procedures, providing additional staff training, or adjusting future arrangements for your storage or removals services.
In some situations, we may not be able to offer the resolution you are seeking. If this happens, we will explain clearly why that is the case, referring to relevant terms and conditions where appropriate. Even where we do not fully uphold a complaint, we will always consider whether there are lessons to be learned and improvements we can make.
Continuous Improvement
Storage Nunhead uses complaints and feedback as an important source of information for improving our services. We regularly review complaints data to identify patterns, recurring issues, and opportunities to refine our processes. This may include changes to how we manage storage units, coordinate removals and deliveries, handle bookings, or communicate with customers.
By following this Complaints Procedure, we aim not only to resolve individual issues but also to enhance the overall quality, safety, and reliability of the services we provide. Your feedback is a crucial part of that process, and we are committed to handling your concerns professionally and constructively.
