Storage Ealing Complaints Procedure
This complaints procedure explains how Storage Ealing manages concerns and complaints about our storage facilities and related removal services. We aim to provide a clear, fair, and timely process for resolving any issues you may experience, and to use your feedback to improve our services.
Our Commitment to Customers
We want every customer to be satisfied with the service received from Storage Ealing. This includes storage, packing support, loading and unloading, and associated removal services. If something goes wrong, we encourage you to tell us so that we can investigate and put things right where possible.
We treat all complaints seriously, whether they relate to customer service, staff conduct, billing, loss or damage to goods, access to storage units, delay in scheduled removal work, or any other aspect of our service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about our storage or removal services where a response or resolution is reasonably expected. This might include, for example:
Concerns about the handling, packing, loading, unloading, or storage of your items.
Issues with dates or times for collection or delivery in connection with a move.
Questions about charges, invoicing, or the application of our terms and conditions.
Concerns about staff behaviour, communication, or professionalism.
Problems with access, security, or condition of storage units.
Raising an Informal Complaint
Where possible, we encourage you to raise any concerns informally in the first instance. You can do this by speaking directly to a member of our team at the storage facility or to the coordinator responsible for your removal booking. Many issues can be resolved quickly through discussion and clarification.
If your concern is resolved to your satisfaction at this stage, it will not normally be treated as a formal complaint, although we may keep a brief note internally for training and quality purposes.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you can make a formal complaint. Please set out your complaint in writing and provide the following information where possible:
Your full name and the name under which the storage or removal booking was made.
Details of your storage unit or booking reference, if available.
A clear description of what happened, including dates and times.
Names or descriptions of any staff members involved, if known.
Copies of any relevant documents, such as agreements, inventories, or invoices.
What outcome or resolution you are seeking.
We will acknowledge your formal complaint and begin our investigation as soon as reasonably practicable.
How We Investigate Complaints
Your complaint will be reviewed by a senior member of the team who was not directly involved in the matter complained of, wherever possible. The investigation may include:
Reviewing your booking details, storage agreement, and relevant records.
Checking any photographs, inventories, or job sheets for removal work.
Speaking with staff members involved to understand what occurred.
Reviewing any internal procedures or policies that may be relevant.
We aim to complete our investigation and provide a written response within a reasonable timeframe. If the matter is complex or requires further information, we may need additional time. In that case, we will let you know and keep you updated.
Our Response and Possible Outcomes
Once the investigation is complete, we will send you a written response setting out:
Our understanding of your complaint.
The steps taken to investigate the matter.
Our decision and the reasons for it.
Any action we will take to put things right, where appropriate.
Actions might include an explanation or apology, corrective action in our storage or removal processes, staff training, or other remedies in line with our terms and conditions and any applicable legal obligations.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may request that it is reviewed by a more senior manager. Please explain why you remain dissatisfied and highlight any information that you feel has not been properly considered. We will carry out a further review and respond in writing.
You may also choose to seek independent advice about your rights in relation to storage, carriage, or removal services. This complaints procedure does not affect any statutory rights you may have.
Complaints About Loss or Damage
Where your complaint involves alleged loss or damage to items in storage or during removal, we may ask for additional information to help us assess the matter, such as:
Photographs of any damage.
Evidence of the condition of goods before they were collected or stored, where available.
Details of any relevant insurance cover.
We will review the circumstances, including the terms of your agreement and any insurance arrangements, before reaching a decision. Time limits may apply under our terms and conditions for notifying us of loss or damage, so you should contact us as soon as possible once you become aware of an issue.
Using Customer Feedback to Improve
Every complaint is recorded and reviewed so that we can monitor trends and identify areas for improvement in our storage and removal services. We may use anonymised examples in staff training and operational reviews to help reduce the chances of similar issues arising in future.
Confidentiality and Data Protection
Information provided in connection with a complaint will be handled in line with our privacy practices. Details will be shared only with those who need to know in order to investigate and resolve the matter or where we are required to disclose information by law. Records of complaints are retained securely for an appropriate period.
Review of This Complaints Procedure
Storage Ealing keeps this complaints procedure under regular review to ensure that it remains clear, effective, and appropriate for our storage and removal activities. We may update it from time to time to reflect changes in our services, internal policies, or legal requirements.
