Storage Brixton Complaints Procedure
Storage Brixton is committed to providing a reliable, professional service for all customers using our storage and removal services. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put it right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect, listen carefully to your concerns, and work with you to reach a reasonable outcome. We will investigate all complaints thoroughly, whether they relate to storage units, collection and delivery, removals, billing, or customer service.
We will make every reasonable effort to resolve your complaint at the earliest possible stage. Where we have made a mistake, we will acknowledge it, apologise, and take steps to prevent it from happening again.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, removals, transport, or related administration, where you would like a response or resolution. This can include, for example, concerns about:
Condition or suitability of storage units
Collection, loading, transport or delivery of goods
Staff conduct or communication
Timekeeping, missed appointments or delays
Charges, billing, payment or contract terms
Loss of or damage to goods
Health and safety around our vehicles or premises
You do not need to use any particular wording to make a complaint. If you tell us you are unhappy with our service and want it put right, we will treat this as a complaint.
How to Make a Complaint
You can make a complaint in person at our premises or in writing. We encourage you to raise any concern as soon as possible so that we can address it while events are still fresh and evidence is readily available.
When making a complaint, please provide as much information as you can, including:
Your full name and any reference or booking number
The date and location of the incident or service
Details of what happened and why you are unhappy
Names of any staff involved, if known
What you would like us to do to resolve the matter
This information will help us understand your concern and investigate it efficiently.
Stage One: Frontline Resolution
In many cases, we can resolve complaints quickly and informally at the first point of contact. If you raise a concern with a member of staff, they will listen to you, try to understand the problem and, where possible, offer an immediate solution. This might involve rearranging a removal or collection time, clarifying a storage agreement, or correcting an invoice.
If you are satisfied with the outcome at this stage, the matter will be closed. However, if we cannot resolve the issue straight away, or if you remain unhappy with our response, you can ask for your complaint to be escalated.
Stage Two: Formal Investigation
If your complaint cannot be resolved informally or is more serious in nature, we will handle it as a formal complaint. A manager or designated complaints handler will be assigned to review your case.
We will acknowledge receipt of your formal complaint within a reasonable time. During the investigation, we may:
Review your storage or removal agreement and related documentation
Check booking records, job sheets, inventory lists and photographs
Speak to staff members and, where appropriate, any third parties involved
Inspect vehicles, equipment or storage units if relevant
Assess whether our policies and procedures were followed
We will aim to provide a full written response once the investigation is complete. If the issue is complex and we need more time, we will let you know and keep you updated on progress.
Outcome of a Complaint
When we have finished investigating your complaint, we will explain our findings and the reasons for our decision. Where appropriate, we may offer one or more of the following:
An apology and explanation
Practical steps to correct the problem, such as adjusting a booking or improving access
Review of staff training, procedures or risk assessments
Changes to our internal processes to reduce the chance of similar issues arising
Where applicable, consideration of compensation in line with our terms and conditions
Any offer of redress will be made fairly and with regard to the specific circumstances of your complaint and the contractual terms that apply to your storage or removal service.
If You Remain Dissatisfied
If you are unhappy with the outcome of our investigation, you can ask for a further review. In your request, please explain why you do not agree with our decision and include any additional information you would like us to consider.
We will arrange for a more senior member of the team, who has not been directly involved in the original investigation, to review your complaint, our process, and the decision made. They will assess whether the complaint was handled fairly and whether the outcome should be upheld, changed or supplemented.
Time Limits for Complaints
We recommend that complaints are raised as soon as possible and normally within a reasonable period after the event, particularly where they involve removals or the condition of stored items. Reporting issues promptly allows us to investigate effectively and ensures that records, photographs and other evidence remain available.
Data Protection and Confidentiality
All complaints will be handled in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, for monitoring service quality, and for improving our storage and removal operations. We will keep your details confidential and share them internally only with those who need to know to address your concerns.
Continuous Improvement
We view complaints and customer feedback as an important source of learning. We regularly review the complaints we receive to identify trends, address recurring issues, and improve the quality, safety and reliability of our services, whether related to storage facilities, transport, or on-site handling of goods. By following this procedure, we aim to resolve problems quickly and maintain your confidence in Storage Brixton.
