Storage Kingsbury Complaints Procedure
Storage Kingsbury is committed to providing reliable storage and removal services and to handling any concerns in a fair, transparent and timely way. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
1. Purpose and scope of this procedure
This procedure covers complaints relating to our storage units, removal and collection services, customer service, billing and charges, and the condition or handling of your goods while in our care. It applies to all customers who use our facilities or our removal services for domestic or business purposes.
The aim of this procedure is to:
Provide a clear and simple process for raising complaints.
Ensure complaints are treated seriously and addressed promptly.
Allow us to learn from feedback and improve our services.
This procedure does not replace any statutory rights you may have under consumer or contract law.
2. What we consider a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or about the way we have carried out our obligations. This can include, for example:
Concerns about the quality or reliability of a removal or delivery.
Issues with access to your storage unit or our opening arrangements.
Disputes about invoices, payments or agreed charges.
Concerns about the conduct, behaviour or professionalism of our staff or contractors.
Concerns about how we have handled your property.
We encourage you to raise issues as soon as possible so that they can be investigated while events are still recent and evidence is readily available.
3. How to make a complaint
You can make a complaint in person at our premises or in writing. When raising a complaint, please provide as much detail as you can so we can understand the issue quickly and investigate effectively. Where possible, please include:
Your full name and the name on the storage or removals agreement.
The storage unit reference or any relevant booking reference.
The dates and times of the events you are complaining about.
A clear description of what went wrong and who was involved.
Any supporting information such as photographs, documents or written notes.
What outcome or resolution you are seeking, if you have something specific in mind.
If you need help to make your complaint, for example because English is not your first language or you have additional communication needs, please let us know and we will do our best to assist.
4. Our initial response
We will acknowledge receipt of your complaint as soon as reasonably possible. If you complain in person, we will confirm that we have logged your concern. If you complain in writing, we will send an acknowledgement to confirm that it has been received and passed to the appropriate person.
When acknowledging the complaint we will normally tell you:
Who is responsible for handling your complaint.
What the next steps will be.
When you can expect a more detailed response.
We aim to resolve straightforward issues quickly, often within a few working days. More complex matters, such as those involving insurance, damage to goods or third party carriers, may require more time to investigate.
5. Investigation of your complaint
The person handling your complaint will carry out an impartial review of the facts. This may include:
Reviewing your customer records and service agreements.
Checking removal schedules, storage records and any relevant documentation.
Speaking with staff members or contractors who were involved.
Reviewing photographs, recordings or written notes relating to the incident.
Considering any applicable terms and conditions or policies.
We may contact you for further information or clarification if needed. Providing clear details at the outset normally helps to shorten the time taken to investigate.
6. Outcome and written response
Once the investigation is complete, we will provide you with a response that explains:
What we have understood your complaint to be about.
The steps we took to investigate.
Our decision and the reasons for that decision.
Any remedy or action we propose to take.
Possible outcomes may include an explanation or apology, corrective actions to our processes or services, practical steps to address the issue, or in some cases financial remedies in line with our terms, conditions and any applicable insurance cover.
Where the complaint involves complex issues, we may provide an interim update before sending the final response so that you know the matter is still in hand.
7. If you are not satisfied
If you are unhappy with the outcome of your complaint or how it was handled, you may request that the matter is reviewed by a more senior member of our team. When doing so, please state which parts of the response you disagree with and why, and provide any additional evidence you wish us to consider.
The senior reviewer will look again at the original complaint, the investigation and the decision, and may carry out further enquiries if appropriate. They will then provide a final written response setting out their conclusions and any further actions.
8. Time limits and record keeping
We encourage complaints to be made within a reasonable time, generally within six months of the event or of you becoming aware of the issue. This allows for a more effective investigation. Complaints raised after a long delay may be more difficult to investigate fully, but will still be considered wherever possible.
We keep records of complaints and their outcomes to help monitor performance and identify opportunities for improvement in our storage and removal services. These records are held securely and used in accordance with our data protection obligations.
9. Continuous improvement
Feedback, including complaints, plays an important role in helping Storage Kingsbury maintain and develop a high standard of service for both storage and removals. We regularly review complaint trends to identify training needs, operational changes and improvements to customer information and communication.
By following this procedure, we aim to treat every concern with respect, respond constructively and resolve matters in a way that is fair to all parties.
