Storage Kensal Green Complaints Procedure
Storage Kensal Green is committed to delivering a reliable and professional service for customers using our storage and removal solutions. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what steps are available if you remain dissatisfied.
Purpose Of This Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our services. This includes storage services, packing, loading, transportation, removal services, and any associated customer support or administration issues. Our aim is to resolve complaints promptly, courteously, and consistently.
This procedure applies to individual and business customers who have used, or attempted to use, our services. It covers issues such as service quality, delays, communication, handling of goods, or conduct of staff, where these matters relate directly to Storage Kensal Green.
What We Class As A Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about a service that we have provided or failed to provide, which requires a response. Examples include:
Poor handling of property or belongings during removals or storage. Delays or missed dates for collection or delivery. Inaccurate information about pricing or service details. Concerns about staff behaviour or professionalism. Issues with billing, documentation, or contractual terms as applied.
General enquiries, requests for information, or first-time reports of an issue that can be resolved immediately may not be treated as formal complaints, but we will always seek to resolve them as quickly as possible.
How To Make A Complaint
You can raise a complaint with Storage Kensal Green in writing or verbally. Written complaints are generally easier to investigate thoroughly, as they allow us to keep an accurate record of your concerns and our responses.
When submitting a complaint, please provide as much detail as possible, including: your full name and any relevant reference numbers, the date of the service or incident, a clear description of what went wrong, the impact the issue has had on you, and what outcome or resolution you are seeking. If your complaint relates to a removal or storage consignment, please also include details of the locations involved and the dates of collection or delivery.
Our Complaint Handling Stages
Stage One: Initial Review And Acknowledgement
Once we receive your complaint, we will register it and arrange for it to be reviewed by an appropriate member of our team. We will acknowledge your complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process. If we need additional information to understand the issue fully, we may contact you to clarify details before we proceed.
Stage Two: Investigation And Response
Your complaint will be investigated by a manager or team member who has not been directly involved in the matter complained about, wherever possible. During our investigation, we may:
Review your account and service records. Speak to staff members involved in providing your storage or removal service. Examine any relevant documentation, such as inventories, contracts, schedules, or job sheets. Consider photographs or other evidence, where available.
We aim to provide a full written response once our investigation is complete. Our reply will set out our understanding of your complaint, the steps we have taken to investigate, our findings, and any proposed resolution. If we find that we are at fault, we will explain what went wrong and what we will do to address the situation and prevent a recurrence.
Stage Three: Escalation If You Are Not Satisfied
If you are not satisfied with our first response, you may request that your complaint be escalated. In doing so, please explain why you remain dissatisfied and what additional outcome you are seeking. Escalated complaints will be reviewed by a more senior member of our team who will re-examine the case. They may uphold the original decision, vary it, or reach a different conclusion based on the evidence available.
Following this review, we will provide a final response, setting out our conclusions and explaining the reasons for our decision. This will normally conclude our internal complaints process.
Timeframes For Handling Complaints
We aim to handle complaints as quickly as is reasonably possible while still carrying out a thorough investigation. Complex cases involving multiple services, extensive removal work, or disputed facts may require more time. If we are unable to provide a full response within our usual timeframes, we will let you know and give you an indication of when you can expect a detailed reply. We may also provide interim updates to keep you informed of our progress.
Fairness, Confidentiality, And Records
All complaints are handled confidentially and in line with our data protection obligations. Information you provide as part of your complaint will only be shared with those who need it to investigate and respond. We will treat you with respect and courtesy throughout the process, and we expect our staff to be treated in the same way.
We keep a record of complaints and outcomes so that we can identify recurring issues and trends. This helps us improve the quality and reliability of our storage and removal services, staff training, and internal processes.
Remedies And Outcomes
Where a complaint is upheld, possible outcomes may include an explanation or apology, corrective action in relation to the service provided, or other remedies appropriate to the circumstances and in line with our contractual terms. Any remedy will take into account the nature of the issue, the degree of inconvenience, and our obligations under the terms agreed with you.
Using This Procedure
This complaints procedure is designed to be accessible and straightforward for all customers of Storage Kensal Green. We encourage you to raise concerns as soon as possible after an issue arises so that we have the best chance of resolving matters promptly. By following this process, you help us to understand where our storage and removal services can be strengthened, and you assist us in maintaining high standards for all customers.
