Storage Gunnersbury Complaints Procedure
This complaints procedure explains how Storage Gunnersbury handles concerns and complaints about our storage and removals services. Our aim is to resolve issues fairly, efficiently and consistently, while using feedback to improve our service for all customers.
Purpose and Scope
This procedure applies to all customers who use our storage or removal services, including domestic and business clients. It covers any expression of dissatisfaction about our services, staff, vehicles, facilities, communication, or the handling of your goods, whether raised verbally or in writing.
We treat all complaints seriously and aim to resolve them at the earliest possible stage. You will not be charged for making a complaint, and raising a complaint will not affect your statutory rights.
What We Class as a Complaint
A complaint is any concern or dissatisfaction about our service where you would like us to investigate and respond. Examples include:
Concerns about how your removal or storage booking was handled
Issues with punctuality, conduct or professionalism of our staff
Condition of vehicles or storage facilities
Damage, loss or perceived mishandling of goods
Billing, charges or clarity of quoted prices
Communication before, during or after your move or storage period
If you are unsure whether your issue is a complaint, you may still contact us to discuss it. We will advise you whether it will be handled as a formal complaint or as a request for information or clarification.
Raising a Complaint
You can raise a complaint verbally or in writing. Written complaints help us investigate more accurately, especially where storage or removal work is complex, or when there are multiple dates and locations involved.
To help us investigate quickly, please provide:
Your full name and, if relevant, your company name
The date or dates your storage or removal service took place or is scheduled to take place
Any reference or booking number you have been given
A clear description of what went wrong and when it happened
Details of any staff you spoke to, if known
What outcome or resolution you are seeking, if you have a preference
You should raise your complaint as soon as possible after the issue arises, so that we can access accurate information and records.
How We Will Handle Your Complaint
We follow a staged approach designed to resolve matters as quickly and fairly as possible.
Stage 1: Frontline Resolution
Where appropriate, we will try to resolve your complaint at the first point of contact. This may involve:
Clarifying information about our storage or removal services
Providing an explanation or further details about what happened
Correcting a simple error, such as a billing mistake or a booking detail
Agreeing practical steps to put things right swiftly
If you are satisfied with the outcome at this stage, the complaint will be recorded as resolved.
Stage 2: Formal Investigation
If your complaint cannot be resolved informally, or if the issue is more serious, it will be handled as a formal complaint. This may include complaints about damage or loss of goods, complex billing disputes, or repeated service failures.
At this stage, we will:
Record your complaint and confirm that an investigation is underway
Review relevant documents, booking records, photographs and service notes
Speak with staff, drivers or warehouse operatives involved, where relevant
Assess what went wrong and what should have happened
Consider any relevant terms and conditions and legal obligations
We will provide a written response setting out the outcome of our investigation, our reasoning, and any steps we propose to take to resolve the matter.
Timescales
We aim to acknowledge all formal complaints within a reasonable period of receiving them. We will then carry out a thorough investigation and respond as promptly as possible. If the issue is complex or requires additional time, we will keep you informed of progress and provide an estimated timescale for our full response.
Where possible, we seek to resolve complaints within a practical and fair timeframe, taking into account the nature of removal or storage services, access to information, and the need to speak with staff and, if necessary, third parties.
Possible Outcomes and Remedies
Depending on the circumstances, outcomes may include:
A clear explanation or clarification about what happened
A verbal or written apology
Correction of records or documentation
Adjustment or waiver of certain charges, where appropriate
Practical steps to put things right where feasible
Advice on any further options you may have under our terms and conditions or the law
Any remedy will be considered in line with our contractual obligations, insurance arrangements, and relevant legal requirements. We aim to be transparent about how we reach our decisions.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and efficiently, you should:
Provide accurate and complete information
Be as specific as possible about dates, times and events
Share any relevant documents or photographs you may have
Communicate with us in a respectful and constructive way
We may be unable to fully investigate issues where key information is missing, unclear or significantly delayed. However, we will always make reasonable efforts to understand and respond to your concerns.
Confidentiality and Data Protection
We treat all complaints and related information with appropriate confidentiality. Details are shared only with staff members who need them to investigate and resolve your complaint. Any personal data we collect in relation to a complaint will be processed in line with our data protection obligations and will be retained only for as long as is necessary for legal, regulatory and operational purposes.
Using Complaints to Improve Our Service
Feedback from complaints is an important part of how we improve the quality and reliability of our storage and removal services. We regularly review complaints data and outcomes to identify patterns, training needs and service improvements, helping us to reduce the likelihood of similar issues arising in future.
By following this complaints procedure, Storage Gunnersbury aims to handle concerns fairly, transparently and with respect for every customer.
