Storage Chiswick Complaints Procedure
This Complaints Procedure explains how Storage Chiswick handles concerns and complaints from customers using our storage and removal services. Our aim is to resolve issues quickly, fairly and with as little disruption to you as possible.
Our Commitment to You
We are committed to providing a reliable, professional service for all storage and removals customers. If something goes wrong, we want to hear about it so we can put it right and improve how we work. Every complaint is taken seriously and is handled in a consistent and transparent way.
What This Procedure Covers
This procedure applies to complaints about:
Quality of storage services, including access, condition or handling of goods.
Quality of removal services, including packing, loading, transport and delivery.
Customer service, including staff behaviour, communication or administration.
Charges and billing, including fees, invoicing or payment disputes.
Health and safety concerns related to our storage facilities or removals operations.
If your concern relates to a legal claim, insurance claim or matters that must be handled by external bodies, we may need to manage that through a separate process. We will explain this clearly if it applies to your situation.
Who Can Make a Complaint
Any customer who has used Storage Chiswick for storage or removals, or has an active booking or agreement with us, may make a complaint. We will also accept complaints raised on behalf of a customer by a representative, where the customer has given permission for that person to act for them.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint in writing or by speaking to a member of our team. When you contact us, please provide the following where possible:
Your full name and, if applicable, your company name.
Your booking or account reference if you have one.
A clear description of what has gone wrong.
Key dates, times and locations, for example the date of a removal or access visit.
The names of any staff you have dealt with, if known.
Any evidence that may help us understand the issue, such as photos or delivery notes.
Telling us what outcome you are seeking, for example an explanation, an apology, or a review of charges, can help us focus our investigation.
Stage One: Informal Resolution
Most issues can be resolved quickly by speaking directly with the team member handling your storage or removal booking. At this stage we will:
Listen carefully to your concerns and ask questions to clarify the facts.
Check relevant records such as booking details, inventory records and notes from our crew.
Try to offer an immediate solution where possible, such as correcting information, rearranging services or providing a clear explanation.
If we can resolve your complaint straightaway, we will record the outcome and any agreed actions. If we need more time, we will explain what we are doing and when you can expect an update.
Stage Two: Formal Complaint
If you are not satisfied with the outcome at Stage One, or if the matter is more serious or complex, you can ask for your complaint to be treated as a formal complaint. At Stage Two:
Your complaint will be reviewed by a manager who has not been directly involved in the matter where possible.
We will acknowledge your complaint in writing and confirm that it is being treated as a formal complaint.
We will carry out a thorough investigation, which may include speaking to staff, reviewing documents, checking schedules and inspecting any relevant locations or equipment.
We aim to provide a full written response within a reasonable timeframe. If we need more time, we will tell you the reason and give you a new expected response date.
Our Response and Possible Outcomes
After investigating your complaint, we will provide a clear response that sets out:
What we understand your complaint to be.
The steps we took to investigate.
Our findings, including whether we believe your complaint is upheld in full, in part or not upheld.
Any actions we will take, which may include an apology, an explanation, a practical solution, a review of charges or service adjustments for future bookings.
Any steps we will take to prevent a similar issue from happening again, for example changes to procedures, staff training or communication.
Appeals and Further Review
If you are unhappy with the outcome of your formal complaint, you may ask for a further review. In doing so, please explain why you do not agree with our response or provide any new information that you feel we may not have considered.
Where possible, a more senior member of our team will review your case, including the original complaint, the investigation and the outcome. We will then provide a final written response. This will complete our internal complaints process.
Timescales
We aim to deal with all complaints as quickly as is reasonably possible. While timescales may vary depending on the nature and complexity of the issue, our general approach is:
Acknowledge your complaint promptly.
Provide an initial response or update within a short and reasonable period.
Keep you informed if more time is needed to investigate, especially in complex storage or removals cases.
Provide clear timeframes for any follow up actions we agree with you.
Protecting Your Information
All complaints are handled in line with our obligations regarding confidentiality and data protection. Information is only shared with staff who need it to investigate or resolve the issue. We retain complaint records securely and only for as long as necessary for legal, regulatory and operational purposes.
Using Complaints to Improve Our Service
We treat every complaint as an opportunity to review and improve our storage and removals services. We analyse complaints data to identify trends, recurring problems and areas where our communication or procedures can be made clearer. This helps us provide a more reliable and efficient service to all customers using Storage Chiswick for moving and storage needs.
Accessibility and Assistance
If you need help making a complaint, or if you require information in an alternative format, please tell us. We will make reasonable efforts to support you so that you can fully explain your concerns and understand our responses, whether you are using our storage units, removal services, or both.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for our customers and appropriate for the range of storage and removals services we provide.
