Complaints Procedure for Storage Newbury Park
This complaints procedure explains how Storage Newbury Park handles concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and consistently, and to use feedback to improve the service we provide to every customer.
Our commitment to you
We are committed to providing a reliable and professional service, whether you use us for storage, removals, or a combination of both. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. All complaints are handled confidentially and without prejudice.
We will always:
Listen carefully to your concerns, treat you with respect, and avoid unnecessary delays.
Investigate complaints in a fair and impartial way.
Provide a clear explanation of the outcome and any actions we will take.
Use what we learn from complaints to improve our storage and removal services.
What this procedure covers
This procedure covers complaints about any aspect of our services, including but not limited to:
The quality of storage facilities or the condition of units allocated to you.
The standard of our removal services, including packing, loading, transportation and unloading.
Customer service and communication with our team, in person or remotely.
Handling of your booking, documentation, invoicing or payment queries.
Delays, missed appointments, or other service failures.
Loss of or damage to goods related to our storage or removal activities, subject to the terms and conditions of your agreement.
How to make a complaint
You can raise a complaint in any reasonable way that is convenient for you. A complaint can be made verbally or in writing. To help us investigate quickly, please provide the following information:
Your full name and any reference, contract, or booking details.
A clear description of what went wrong, including key dates and times where relevant.
Details of any staff members or teams involved, if known.
Any supporting information you feel is relevant, such as photographs or inventory notes.
What outcome or resolution you are seeking, if you have a particular preference.
If you are raising a concern on behalf of someone else, we may need confirmation that you are authorised to act for that person, especially where personal data or account information is involved.
Initial resolution
Many issues can be resolved quickly by speaking directly to a member of our team. Where possible, we encourage you to raise concerns with the staff member you have been dealing with, or with a manager on duty. They will try to put things right immediately or within a short period of time.
If the matter cannot be resolved informally, or if you prefer to make a formal complaint from the outset, it will be logged and handled in line with the formal complaints process below.
Formal complaints process
Once a formal complaint has been received, we will follow these steps:
Acknowledgement: We will acknowledge your complaint and confirm that it is being reviewed. Where possible, we will also provide the name or role of the person responsible for handling your case.
Investigation: We will review the details of your complaint, speak to any staff involved, and examine any relevant documentation such as booking records, photographs, condition reports or removal notes. We may contact you if we require further information or clarification.
Timescales: We aim to provide a detailed response within a reasonable timeframe. If the matter is complex and requires more time, we will update you on progress and indicate when you can expect a full reply.
Outcome: Once the investigation is complete, we will provide a written or verbal response setting out our findings, any decision we have reached, and the reasons for that decision. Where appropriate, we will explain any steps we will take to put matters right or to prevent a similar issue from arising in future.
Possible outcomes and remedies
Depending on the nature and circumstances of your complaint, possible outcomes may include:
An apology and an explanation of what went wrong.
Corrective action to remedy a service issue, such as rescheduling a removal or addressing a storage unit problem.
Changes to internal processes, staff training or service standards to reduce the risk of recurrence.
Consideration of remedies or payments in line with our terms and conditions, and any relevant insurance policies or contractual commitments.
Any outcome will be based on the facts established during the investigation and our contractual responsibilities.
If you remain dissatisfied
If you are unhappy with the outcome of your complaint, you may request a review. A more senior member of staff, who was not directly involved in the original decision where possible, will examine the handling of your complaint and the conclusion reached.
They will consider whether the process was fair and whether the outcome was reasonable in light of the evidence. We will then provide a final response explaining whether the original decision is upheld or amended, together with reasons.
Recording and learning from complaints
We record all formal complaints, along with the outcomes and any actions taken. This information is reviewed periodically to identify patterns, recurring issues or areas where our storage and removal services can be improved.
Where justified, we may introduce updated procedures, staff training, or service adjustments to improve reliability and customer experience.
Confidentiality and data protection
All complaints are treated as confidential. Information about your complaint will only be shared internally with those who need it to investigate and respond. We handle all personal data in line with applicable data protection and privacy requirements.
Accessibility and support
We want our complaints process to be accessible to everyone. If you have any specific needs, such as language requirements or communication preferences, please let us know when you raise your complaint. We will take reasonable steps to support you so that your concerns can be properly understood and addressed.
This complaints procedure is intended to be clear and straightforward. If anything is unclear, you may ask us to explain any part of the process before, during or after making a complaint.
