Storage Earlsfield Complaints Procedure
This Complaints Procedure explains how Storage Earlsfield manages and resolves complaints relating to our storage and removals services. We aim to provide a reliable, professional service and to handle all concerns promptly, fairly, and transparently.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that any customer who is dissatisfied with any aspect of our storage, removal, packing, or related services can raise a complaint and have it addressed in a clear and structured way. We use all feedback, including complaints, to monitor our performance and improve our services.
2. What Is a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or failed to receive from Storage Earlsfield. This may include issues relating to:
Service quality and standards during storage, collection, or delivery
Conduct or attitude of our staff or contractors
Condition, handling, or protection of your belongings
Information we have provided, including clarity of terms and charges
Delay, missed appointments, or communication problems
Billing, invoicing, or account management
You do not need to use specific wording or refer to this procedure for your concern to be treated as a complaint.
3. Who Can Make a Complaint
This procedure is available to all customers of Storage Earlsfield, including:
Individuals using our storage units
Customers booking domestic or office removals
Commercial clients using ongoing storage or logistics services
Any authorised representative acting on behalf of a customer
4. How to Make a Complaint
You can make a complaint in writing or verbally. If you first raise your concern verbally, we may ask you to confirm the key details in writing so we can accurately record and investigate the matter.
When making a complaint, it is helpful if you include:
Your full name and, if relevant, your company name
Any reference or booking numbers relating to your storage or removal service
A clear description of what went wrong, including dates, locations, and people involved where known
Details of any loss, damage, or inconvenience you consider has resulted
Any documents, photographs, or other evidence that may assist our investigation
What outcome or resolution you are seeking, if you have a specific request
5. Our Complaints Handling Stages
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will review the information you provide and, where necessary, may contact you to clarify details or request further evidence. Our aim is to resolve straightforward issues quickly at this stage.
Stage 2: Investigation
If your complaint cannot be resolved immediately, it will be passed to a manager for a more detailed investigation. The manager will:
Review your account, booking details, and service records
Speak with any staff or contractors involved in the storage or removal service
Consider any photographs, notes, or supporting documents
Assess whether our procedures and service standards were followed
We will aim to complete this investigation within a reasonable timeframe. If we need more time, we will inform you and explain why.
Stage 3: Written Outcome
Once the investigation is complete, we will provide you with a written response setting out:
What we have understood your complaint to be
The steps we took to investigate
Our decision and the reasons for it
Any offer of corrective action, remedy, or goodwill gesture, where appropriate
If we find that something has gone wrong, we will explain what we will do to put matters right and to reduce the likelihood of similar issues happening again.
6. Possible Outcomes and Remedies
Depending on the nature and outcome of the complaint, possible remedies may include:
An explanation and, where appropriate, an apology
Correction of inaccurate information or records
Practical steps to complete or improve the service
Review of internal procedures or staff training
Where contractually appropriate, consideration of financial remedies in line with our terms and conditions
All remedies will be offered in accordance with our service agreement and any applicable limitations or exclusions set out in our terms of business.
7. Escalation of Your Complaint
If you are not satisfied with the outcome of Stage 3, you may request that your complaint is escalated for further review. An alternative senior member of our team will consider:
The original complaint and evidence
The investigation carried out so far
The decision already communicated to you
You may be asked to clarify which aspects of the decision you disagree with and why. We will then issue a further written response confirming our final position.
8. Complaints About Loss or Damage
If your complaint involves loss of or damage to your belongings in storage or during a removal, we will review the incident in line with our standard terms and any applicable cover or protection options you selected. It is important that you notify us of any such issues as soon as you become aware of them and provide clear photographic evidence where possible.
Our consideration of such complaints will always take into account:
Any pre-existing condition of the items where known
The packing, wrapping, and access conditions
The level of cover or liability agreed in your contract
9. Timescales for Making a Complaint
We encourage you to raise any concerns as soon as possible so we can investigate effectively. In some cases, our terms and conditions set specific time limits for reporting damage or loss. Where such time limits apply, they will be clearly stated in your agreement. We may not be able to fully investigate or accept liability for events notified to us only after a significant delay.
10. Our Commitment to Fair Treatment
All complaints will be treated in confidence and handled with respect. Making a complaint will not affect the way we provide storage or removal services to you in the future. We are committed to dealing with all customers fairly, regardless of the nature of their concern.
11. Review of This Procedure
Storage Earlsfield keeps this Complaints Procedure under regular review. We may update it from time to time to reflect changes in our services, internal processes, or applicable best practice. The version available on our legal and policy documentation will always be the most current.
If you wish to raise a concern or complaint about any aspect of our storage or removal services, please contact us using your usual communication channels and state that you are making a complaint under this Complaints Procedure.
