Storage Colliers Wood Complaints Procedure
This Complaints Procedure explains how Storage Colliers Wood manages and resolves complaints in a fair, transparent and timely way. It applies to all customers using our storage facilities, removal services, packing assistance, transportation or related services.
Our Commitment to Customers
We are committed to delivering a professional and reliable storage and removals service. However, if something goes wrong, we want to know about it so we can put matters right and improve our service. All complaints are treated seriously, handled confidentially and used to help us enhance our operations.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, facilities or administration, whether justified or not, where a response or resolution is expected. This may relate to storage conditions, removal or delivery arrangements, packing quality, handling of belongings, billing and charges, communication, or the conduct of our team members or contractors.
How to Make a Complaint
You can make a complaint in writing or by speaking to us directly. We encourage you to raise any concerns as soon as possible so that we can address them quickly. When you contact us, please provide:
Full name of the account holder or person who booked the service, details of the storage unit or removal booking, dates and times of the issue, a clear description of what happened, and any relevant supporting information, such as reference numbers or item lists.
If your complaint relates to a removal or delivery, it is helpful to note any visible issues, such as damage or missing items, at the earliest opportunity and to describe the condition of packaging and access at the property.
Stage One: Frontline Resolution
Whenever possible, we aim to resolve complaints at the first point of contact. You may raise your concern with the member of staff you have been dealing with, such as a storage advisor, driver, or move coordinator. They will listen carefully, clarify the details, and attempt to resolve the matter promptly.
At this stage, we may be able to correct misunderstandings, provide additional information, arrange a practical solution such as a revised booking, or offer remedial action where appropriate. Many issues can be resolved informally within a short period of time.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, or you are not satisfied with the initial outcome, you may ask for it to be handled as a formal complaint. The matter will then be reviewed by a supervisor or manager who was not directly involved in the original issue.
Once your formal complaint is acknowledged, we will confirm that we have received it and outline the next steps. We aim to provide an initial acknowledgement within a reasonable timeframe and to complete our investigation as quickly as circumstances allow, depending on the complexity of the case.
Investigation Process
For a formal complaint we may:
Review your account and service records, speak to staff members and, where applicable, drivers or move teams involved, inspect storage units or vehicles where relevant, examine any photographs or supporting evidence you provide, and check our policies, terms and conditions, and service commitments.
Our goal is to establish what happened, why it happened, whether our service fell below the standard we aim to provide, and what we can reasonably do to put things right.
Our Response and Possible Outcomes
After investigating your complaint, we will provide a clear response. This will explain the outcome of our review and any actions we will take. Depending on the circumstances, this may include an explanation or clarification, an apology, corrective steps to rectify an ongoing problem, adjustments to future services, or other appropriate remedies in line with our policies and any applicable terms and conditions.
Where a claim relates to loss or damage of belongings during storage or removal, we will consider the information provided alongside any relevant contractual terms and insurance arrangements.
Escalation of Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for a further review. Your complaint will then be escalated to a senior manager. They will consider how the complaint was handled, whether the investigation was thorough and fair, and whether the outcome was reasonable in the circumstances.
We may request additional information from you at this stage if needed. Following this review, we will issue a final position on your complaint, setting out our findings and any additional steps we can take.
Time Limits for Complaints
To allow us to investigate effectively, we ask that you raise complaints as soon as possible after an issue occurs. Complaints about removal or delivery services should normally be raised promptly after the service date, especially where physical condition or handling of items is in question. If a complaint is made after a significant delay, it may limit our ability to gather evidence or take remedial action, although we will still consider your concerns and respond as fully as circumstances permit.
Your Responsibilities
To help us manage your complaint efficiently, we ask that you provide accurate information, keep records that may be relevant, such as inventories or booking confirmations, respond to our requests for clarification, treat our staff with courtesy, and follow any applicable terms and conditions relating to storage or removal services. We reserve the right to withdraw from correspondence that is abusive, threatening, or clearly unreasonable, while still recording the complaint internally.
Using Complaints to Improve Our Services
All complaints, including those resolved informally, are recorded and reviewed on a regular basis. We monitor trends to identify areas where we can improve our storage facilities, removal procedures, packing methods, staff training, communication, and customer information. Lessons learned from complaints are used to enhance our service standards and to minimise the risk of similar issues arising in the future.
Updates to This Complaints Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal requirements. The version published on this page replaces all previous versions and sets out the procedure currently in force at Storage Colliers Wood.
