Complaints Procedure for Storage Slade Green
This Complaints Procedure explains how Storage Slade Green manages and resolves concerns raised by customers, including those using our storage facilities and associated removal or transport services. Our aim is to address issues promptly, fairly and consistently, and to use all feedback to improve the services we provide.
1. Purpose and scope
This procedure applies to all customers of Storage Slade Green, including individuals, families and businesses who use our storage units, collection and delivery services, or related removal support for moving goods into or out of storage. It covers complaints about service quality, staff conduct, communication, charges and invoicing, handling of goods and general customer experience.
This procedure does not cover matters that must be dealt with by law enforcement or other regulatory bodies, or issues that fall outside the services we provide. Where this is the case, we will explain our limitations and, where possible, direct you to an appropriate organisation.
2. What we consider a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you ask us to review and respond to your concerns. Examples include:
Delays or problems with storage or removal bookings.
Concerns about how items were handled, loaded, unloaded or stored.
Disagreement with charges, invoicing or quoted prices.
Perceived shortfalls in customer service, communication or staff behaviour.
Issues with access arrangements, security or condition of storage areas.
You do not need to use any special wording to make a complaint. If you tell us you are unhappy with our service and want us to look into it, we will treat this as a complaint.
3. How to make a complaint
You can raise a complaint using any of the following methods:
In person at our premises, by speaking to a member of our team and explaining the issue.
In writing, by providing a clear description of your concerns so that we can investigate thoroughly.
When making a complaint, please provide as much detail as possible, including:
Your full name and the name on your storage or removal agreement.
Dates and times relevant to the issue, such as collection, delivery or access times.
Any reference numbers, booking details or unit identifiers.
A clear description of what happened and what outcome you are seeking.
4. Our approach to handling complaints
We are committed to handling complaints in a way that is fair, transparent and efficient. We will always aim to:
Treat you with respect and listen carefully to your concerns.
Investigate the matter impartially, considering all relevant information.
Maintain confidentiality as far as reasonably possible.
Explain our findings clearly, including any actions or remedies offered.
Use what we learn from complaints to improve our storage and removal services.
5. Stages of the complaints process
5.1 Initial resolution
Where possible, complaints will be dealt with at the point they arise. If you raise an issue with a member of staff, they will try to resolve it quickly, for example by clarifying information, correcting an error, or arranging a practical solution such as a revised booking or access arrangement.
If the matter cannot be resolved immediately, your complaint will be recorded and passed to a responsible person for further review.
5.2 Formal investigation
If your complaint requires a more detailed review, or if you request a formal investigation, your complaint will be escalated. During the investigation we may:
Review your storage or removal agreement and related documentation.
Check booking records, inventory notes, condition reports and access logs where relevant.
Speak with staff involved in the service you received.
Assess any supporting information you have provided.
We will aim to provide a written response once our investigation is complete, setting out our understanding of the complaint, the steps taken to investigate, our findings and any proposed resolution.
5.3 Timescales
We aim to acknowledge complaints received in writing within a reasonable period. The time required to complete an investigation may vary depending on the complexity of the issues raised, availability of information and staff, and whether site inspections or additional checks are required. If the investigation is likely to take longer than usual, we will aim to keep you updated on progress.
6. Possible outcomes and remedies
Depending on the outcome of our investigation, we may offer one or more of the following:
An explanation of what happened and why.
An apology where we have fallen short of our standards.
Correction of records, invoices or booking details where appropriate.
Practical steps to put things right where reasonably possible, such as amended access arrangements or revised scheduling of removal services.
Information on any changes we will make to our processes or staff training to prevent similar issues.
Any offers of remedy will be made with reference to our terms and conditions, including provisions relating to storage, removals, liability and insurance.
7. Your responsibilities when making a complaint
In order to help us handle your complaint effectively, we ask that you:
Provide accurate and complete information about the issue.
Raise your complaint as soon as reasonably possible after the event.
Keep any relevant documents or photographs that may assist our investigation.
Communicate with our staff in a respectful manner, allowing us a fair opportunity to resolve the matter.
8. Further review
If you remain dissatisfied after we have completed our investigation and provided our response, you may request that we review the complaint again, providing any additional information you believe is relevant. We will then confirm whether any further action can reasonably be taken and explain our final position.
In some instances, especially where the complaint relates to contractual or insurance matters, you may also have rights under consumer protection laws or through independent advice channels. We encourage customers to seek independent advice where necessary.
9. Recording and monitoring complaints
We keep records of complaints received, how they were handled and the outcomes reached. This helps us monitor performance, identify any recurring issues and improve the way we deliver storage and removal services. Information from complaints is handled in line with our privacy and data protection responsibilities.
10. Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, accessible and appropriate for the services we provide. Updates may be made to reflect changes in our operations, legal requirements or best practice. The current version will always apply to complaints raised with Storage Slade Green.
