Storage New Cross Complaints Procedure
Storage New Cross is committed to providing reliable storage and removal services and to resolving any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
1. Purpose of this procedure
The aim of this complaints procedure is to:
Provide a clear and simple process for customers to raise concerns about our storage or removal services.
Ensure complaints are handled promptly, consistently and fairly.
Record and review complaints so we can improve our services and prevent similar issues in future.
This procedure covers all aspects of our work, including storage bookings, access arrangements, removal and transport services, invoicing, and service standards.
2. What we consider a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. Examples include:
Concerns about the quality or timing of storage or removal services.
Disputes about charges or payment terms.
Issues regarding the condition of goods when collected, stored or delivered.
Concerns about staff conduct or communication.
Operational issues, such as booking errors, missed appointments or access problems.
If you are unsure whether your concern counts as a complaint, you can still raise it with us. We will treat all feedback seriously and direct it through the appropriate process.
3. How to raise a complaint
You can make a complaint in writing or verbally. Written complaints allow us to record details accurately and respond more effectively, so we encourage you to set out your concerns clearly, including:
Your full name and any reference or booking number relevant to your storage or removal service.
A clear description of what went wrong and when it occurred.
Any steps already taken to resolve the matter informally.
What outcome or resolution you are seeking, where applicable.
If you make a complaint verbally, we may summarise our understanding of your concerns in writing and ask you to confirm that it is accurate, so we can proceed on a clear basis.
4. Informal resolution
Where possible, we aim to resolve issues informally and quickly at the point they arise. In many cases, speaking directly with the staff member handling your booking, storage unit or removal service can lead to a prompt and satisfactory solution.
If an issue cannot be resolved immediately, or if you are not satisfied with the initial response, you may request that your concern be treated as a formal complaint under this procedure.
5. Formal complaint process
Once we receive a formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint as soon as reasonably practical, confirming that it has been logged and is under review. Where necessary, we may request further information to understand the situation fully.
Investigation: An appropriate member of our team, who was not directly involved in the matter where possible, will investigate your complaint. This may involve reviewing records, bookings, correspondence, delivery notes and any relevant images or documentation, as well as speaking with staff involved in your storage or removal service.
Response: After the investigation, we will provide a written response explaining our findings, any steps we have taken or propose to take, and our decision on whether your complaint is upheld in full, upheld in part, or not upheld.
Timeframes: We aim to complete our investigation and provide a response within a reasonable period. If there is any delay, we will keep you informed of progress and explain the reason for the delay.
6. Possible outcomes and remedies
Where a complaint is upheld in full or in part, we will consider appropriate outcomes, which may include:
An explanation of what occurred and why.
An apology where our service has fallen below the standard we aim to provide.
Practical steps to put things right, where possible, such as correcting errors in bookings, records or invoices.
Service-based remedies, such as revisiting work where reasonably appropriate.
Improvements to our procedures, staff training or quality checks to reduce the risk of similar issues in future.
Any financial remedies will be considered in line with our contractual terms and applicable law. This complaints procedure does not affect your legal rights.
7. Escalation if you are not satisfied
If you are unhappy with the outcome of your complaint or the way it was handled, you may request an internal review. A senior member of the team, not previously involved in the handling of your complaint, will reassess the matter where possible.
During this review, we will consider:
Whether the original investigation was thorough and fair.
Whether all relevant information was taken into account.
Whether our response and any remedy offered were reasonable in the circumstances.
Following the review, we will provide a final response setting out our conclusions and any further actions we consider appropriate.
8. Our responsibilities and expectations
We are responsible for:
Treating all complaints seriously and respectfully.
Investigating complaints fairly and promptly.
Keeping clear records of complaints, investigations and outcomes.
Using feedback to improve our storage and removal services.
We ask that customers:
Raise complaints as soon as reasonably possible after an issue arises.
Provide clear and accurate information to help us investigate.
Communicate with our staff politely and constructively while the complaint is being reviewed.
9. Confidentiality and data protection
All complaints will be handled in confidence, and information will only be shared with those who need it to investigate and resolve the issue. Any personal data collected in connection with your complaint will be processed in line with our data protection obligations and used solely for managing and reviewing the matter.
10. Continuous improvement
We review complaints regularly to identify patterns, recurring issues or areas where we can improve our storage and removal services. Feedback and complaints are an important part of our commitment to maintaining high standards and delivering a reliable, customer-focused service.
This complaints procedure is kept under periodic review and may be updated to reflect changes in our services, internal processes or regulatory requirements. The version in force at the time you raise your complaint will apply to the handling of your case.
