Storage Addiscombe Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about services provided by Storage Addiscombe, including storage, removals, and related services. Our aim is to resolve issues fairly, efficiently, and in a way that helps us improve our standards.
Our commitment to handling complaints
Storage Addiscombe is committed to providing a reliable and professional service for all customers using our storage units and removal services. If something goes wrong, we want to know about it and to put it right where possible. All complaints are taken seriously, treated with respect, and used to review and improve our operations.
We aim to:
Respond to complaints promptly and clearly.
Investigate issues thoroughly and impartially.
Provide a fair outcome, with explanations of any decisions made.
Use feedback to enhance our storage and moving services for future customers.
What this procedure covers
This procedure applies to complaints about:
The quality of storage or removal services.
Conduct or behaviour of our staff or contractors.
Condition of storage facilities and handling of stored items.
Administration, including bookings, billing, and communication.
This procedure does not cover disputes where legal proceedings have already been issued, or issues that fall under separate insurance or third-party dispute processes, although we may still offer support and information where appropriate.
How to make a complaint
You can make a complaint in writing or by speaking to us directly. We encourage written complaints wherever possible so that we can keep a clear record of the details. Please provide the following information to help us investigate efficiently:
Your full name and any reference or contract number.
Details of the services involved, such as storage unit type or removal booking date.
A clear description of what happened, including relevant dates and times.
Names of any staff members you dealt with, if known.
What you would consider a reasonable resolution.
We recommend raising any concern as soon as possible after the issue arises so that we can investigate while events are still recent and evidence is more easily available.
Stages of the complaints process
Stage 1: Informal resolution
In the first instance, you should raise your concern with the member of staff you have been dealing with, or with our on-site team. Many issues, including those relating to storage access, moving day arrangements, or billing queries, can be resolved quickly at this stage.
We will aim to respond to informal complaints promptly, usually within a few working days. If you are not satisfied with the outcome, or if the matter is more serious, you may wish to make a formal complaint.
Stage 2: Formal complaint
To begin the formal process, please put your complaint in writing and make it clear that it is a formal complaint. Once received, we will:
Acknowledge your complaint, normally within five working days.
Record the complaint in our internal log for monitoring and review.
Assign an appropriate member of management to investigate.
The investigation may involve reviewing documents, checking any relevant contracts or inventories, speaking to staff members, and, where applicable, examining storage areas or transport records related to your complaint.
We aim to provide a full written response within twenty working days of acknowledging your complaint. If we need more time due to complexity or availability of information, we will let you know, explain the reason for the delay, and give a revised timeframe.
Stage 3: Escalation within Storage Addiscombe
If you are not satisfied with the response at Stage 2, you may request that your complaint be escalated for further review. This request should be made in writing, stating why you remain unhappy and what outcome you are seeking.
At this stage, a senior manager or another appropriate person who was not directly involved in the original investigation will review:
The handling of your complaint so far.
The evidence considered and the reasoning behind the decision.
Any new information you provide.
We aim to respond to escalated complaints within twenty working days of receiving your request. This response will set out our final position within this internal procedure.
Possible outcomes
Depending on the nature of your complaint, possible outcomes may include:
An explanation or clarification regarding our services or terms.
An apology for inconvenience or service issues experienced.
Practical steps to put things right where reasonably possible, such as corrective actions relating to storage or removal arrangements.
Review or improvement of our internal processes or staff training.
Any resolution will be communicated clearly, along with the reasons for our decision.
Complaints about loss or damage
For complaints involving alleged loss or damage to goods during storage or removals, we may need additional information such as inventories, photographs, or delivery notes. In some cases, such matters may fall under insurance terms and conditions. We will explain which process applies and how claims should be made, and we will cooperate with any insurer or third party involved.
Confidentiality and data protection
All complaints are handled in line with relevant data protection requirements. Information will only be shared with staff or third parties where necessary for investigating and resolving the complaint, meeting legal obligations, or improving our services. We retain complaint records for an appropriate period to monitor performance and service quality.
Using feedback to improve our services
Complaints and feedback are an important part of our commitment to continuous improvement. Issues raised by customers using our storage units and removal services may lead to updated procedures, additional training, clearer communication, or investment in facilities and equipment. By telling us when things go wrong, you help us deliver a better experience for all customers.
Review of this Complaints Procedure
We may amend this Complaints Procedure from time to time to reflect changes in our services, internal processes, or legal and regulatory requirements. The current version will always be made available to customers on request.
