Storage Aldborough Hatch Complaints Procedure
This Complaints Procedure explains how Storage Aldborough Hatch manages and resolves complaints relating to our storage and removal services. Our aim is to handle every concern fairly, consistently and as quickly as possible, while learning from feedback to improve our service.
Our Commitment To You
We are committed to providing reliable storage facilities and professional removal services. If something goes wrong, or you are unhappy with any aspect of our service, we want to know. We will treat every complaint seriously, investigate it thoroughly, and provide a clear response with an appropriate resolution where we are at fault.
You will be treated with courtesy and respect throughout the process. We do not discriminate against any customer who raises a concern, and your service with us will not be adversely affected by making a complaint.
What This Procedure Covers
This procedure applies to complaints relating to:
Service quality for storage, collection, delivery or removals
Condition, cleanliness or suitability of storage units
Conduct, attitude, or professionalism of our staff or contractors
Administration issues such as bookings, invoicing, or account management
Delays, missed appointments, or communication concerns
Any other dissatisfaction with the way our storage and removal services have been provided
This procedure does not cover disputes that have already been resolved through legal processes or issues that fall outside our control, such as actions by third parties not engaged by us.
How To Make A Complaint
You can make a complaint in writing or verbally. Written complaints help us keep a clear record and are often easier to investigate. You may raise a complaint by letter or in person at our premises during normal office hours.
When sending a written complaint, please include:
Your full name and, if applicable, your company name
Any relevant account, booking, or reference numbers
Details of the service you used, such as storage or removals
A clear description of what happened and when it occurred
Any evidence that may help us understand the issue, such as dates, times, or photographs
What you would consider a fair outcome or resolution
If you prefer to make your complaint verbally, our team will make a written record of your concerns and read it back to you to confirm it is accurate.
Stage One: Initial Review And Response
At the first stage, your complaint will be reviewed by a member of our customer service or site management team who is best placed to understand what has happened.
We will acknowledge receipt of your complaint within a reasonable timeframe. The complaint will then be investigated, which may involve:
Reviewing your account and booking records
Speaking with any staff involved in providing the service
Inspecting relevant storage areas, vehicles or equipment
Considering any evidence you have provided
Once the investigation is complete, we will provide a response explaining:
Our understanding of your complaint
What we have found during our investigation
Whether your complaint is upheld in full, in part, or not upheld
Any actions we will take to put things right, where appropriate
Any steps we will take to prevent a similar issue arising again
We aim to issue a full response as promptly as is reasonably practical, taking into account the complexity of the issues raised.
Stage Two: Escalation And Further Review
If you are not satisfied with the Stage One outcome, you may request that your complaint is escalated. Please set out, in writing if possible, why you remain dissatisfied and what you would like us to reconsider.
An appropriate senior member of our team, who was not directly involved in the original decision where possible, will review:
The original complaint and response
All relevant records and investigation notes
Any additional information you provide at this stage
After this further review, we will send you a Stage Two response confirming:
The findings of the escalated review
Whether the original decision is upheld, varied, or overturned
Any additional remedial actions or goodwill measures we consider appropriate
This Stage Two response will represent our final position under this internal Complaints Procedure.
Timescales And Communication
We aim to acknowledge complaints and provide responses without unnecessary delay. Some complaints, particularly those involving complex storage arrangements, removal schedules, or third-party contractors, may take longer to investigate. If this happens, we will keep you informed of progress and let you know when you can expect a full reply.
We will normally communicate with you in the same way you first contacted us, unless you request otherwise. We will always aim to be clear, practical and polite in our communication.
Resolution And Remedies
Where your complaint is upheld, the remedy may include one or more of the following, depending on the circumstances and subject to our contractual terms:
A written explanation and, where appropriate, an apology
Correction of records, invoices, or booking details
Practical steps to complete or amend the service
Review or adjustment of charges where justified
Internal measures, such as staff training or process changes
Any remedies will be offered in line with our terms of business and applicable laws.
Using Feedback To Improve Our Services
Every complaint is an opportunity for us to review how our storage and removal services are delivered. We record and monitor complaints to identify patterns or recurring issues. Where necessary, we update our procedures, communication practices, staff training, or equipment to reduce the likelihood of similar problems occurring again.
Confidentiality And Data Protection
Your complaint will be handled in confidence. Details will be shared only with staff who need the information to investigate and resolve the issue. We will handle your personal data in line with relevant data protection requirements and our privacy practices.
Review Of This Complaints Procedure
Storage Aldborough Hatch keeps this Complaints Procedure under regular review to ensure it remains clear, fair, and effective for customers using our storage and removal services. We may update the procedure from time to time to reflect changes in our operations, industry practices, or legal and regulatory requirements.
