Storage Wanstead Complaints Procedure
Storage Wanstead is committed to providing a reliable and professional service for customers using our storage facilities and associated removal and transport services. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our service for the future.
This complaints procedure explains how you can raise a concern, what information we need from you, how we will handle your complaint, and what you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible process for dealing with customer complaints relating to our storage units, handling of goods, removal services, billing, administration and customer care. We aim to resolve complaints at the earliest opportunity and to learn from every issue raised.
What We Class as a Complaint
A complaint is an expression of dissatisfaction about our services, whether storage or removal-related, where you would like a response or resolution. This may include, but is not limited to:
Service issues, such as missed or delayed removal appointments, problems with access to storage units, or concerns about how your belongings have been handled.
Administration issues, such as errors in documents, contracts, or notices connected to your storage or removal services.
Financial issues, such as invoicing queries, disputed charges, payments or refunds.
Customer care issues, such as the conduct or behaviour of staff or contractors acting on behalf of Storage Wanstead.
This procedure is not intended for routine enquiries, requests for information, or standard service amendments, which should be made through our normal customer service channels.
How to Make a Complaint
You can raise a complaint verbally or in writing. To help us deal with your complaint as quickly and effectively as possible, please provide:
Your full name and any relevant account or agreement reference details.
A clear description of the issue, including what went wrong and when it occurred.
Details of any staff, dates, locations or services involved, such as a storage unit reference or scheduled removal date.
Copies of any relevant documents you have, such as inventories, service agreements, invoices or photographs.
What outcome you are seeking, such as an explanation, correction, apology, or review of charges.
We encourage you to raise your concerns as soon as possible after the problem occurs, as this makes it easier for us to investigate and resolve the matter.
Initial Acknowledgement
When we receive a complaint, we will record the details and provide an acknowledgement. Where possible, this will be on the same day the complaint is received. If this is not possible, we will acknowledge your complaint within a reasonable timeframe and confirm who will be dealing with it.
The acknowledgement will outline the next steps and an estimated timescale for our investigation and response.
Investigation of Your Complaint
Your complaint will be reviewed by an appropriate member of our team who is not directly implicated in the matters you have raised. As part of the investigation we may:
Review your storage or removal records, inventories, contracts and communications.
Speak with staff or contractors involved in providing your service.
Examine any physical or digital evidence relating to your complaint, such as photographs, collection and delivery notes, or access logs.
We may contact you if we require further information or clarification to help us understand the issue fully.
Our Response and Possible Outcomes
Once we have completed our investigation, we will send you a written response setting out:
A summary of your complaint and the issues we have considered.
The findings from our investigation, including any relevant facts we have established.
Our decision and the reasons for that decision.
Any action we will take as a result, which may include a remedy if appropriate.
Depending on the circumstances, possible outcomes may include:
An explanation or clarification about what happened.
An apology where we have not met our usual standards.
Practical steps to put things right, such as correcting records, adjusting access arrangements, or reviewing planned removal schedules.
A review or adjustment of charges where this is justified.
Internal measures to prevent a similar situation arising again, such as additional staff training or changes to procedures.
Timescales
We aim to resolve complaints as swiftly as possible. Simple matters may be resolved within a short period, often within a few working days. More complex complaints, particularly those involving storage disputes, damage investigations or multiple removal visits, may take longer.
If we cannot provide a full response within our initial estimated timescale, we will keep you informed of our progress and let you know when you can expect a final reply.
Escalating Your Complaint Internally
If you are not satisfied with the outcome of your complaint at the first stage, you may request an internal review. The review will be handled by a more senior member of our team, who will consider:
Whether your complaint was handled fairly and in line with this procedure.
Whether all relevant information was taken into account.
Whether the decision made and any remedies offered were reasonable in the circumstances.
Following the review, we will provide a further written response setting out our final position.
Our Commitment to Fairness and Improvement
We treat all complaints seriously and handle them with courtesy, respect and impartiality. Raising a complaint will not affect your right to use our storage units, removal services, or any other service we provide, as long as you continue to comply with your contractual obligations.
We review complaints regularly to identify patterns, trends and opportunities for improvement. Feedback from our customers plays an important role in helping us raise standards and maintain a reliable storage and removal service.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with applicable data protection requirements. Information is only shared with those who need it to investigate and resolve the complaint or where we are legally required to do so.
By following this complaints procedure, Storage Wanstead aims to ensure that every concern is heard, investigated and addressed in a fair and timely manner.
