Storage Wembley Complaints Procedure
This complaints procedure explains how Storage Wembley deals with concerns and complaints from customers using our storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to continually improve our services.
Our Commitment to You
We want every customer experience, whether for storage, moving, packing or related services, to be positive and professional. If something goes wrong, we are committed to:
Listening carefully to your concerns.
Investigating what happened in a balanced and impartial way.
Responding within reasonable timeframes and keeping you informed.
Putting things right where we have made a mistake.
Using complaints to improve our processes, training and service standards.
What This Procedure Covers
This procedure covers complaints relating to storage units, access, billing, security, handling of goods, removal and delivery arrangements, customer service interactions, and any other aspect of the services you receive from Storage Wembley.
It does not cover matters that are already the subject of legal action, or issues that fall solely under the terms and conditions of any separate insurance policy, which may have their own claims and complaints process.
Raising a Concern Informally
We encourage you to raise any concerns as soon as possible so we can address them promptly. In many cases, issues can be resolved quickly at an informal level.
You can raise an informal concern with any member of our team at the facility or with the supervisor or manager on duty. Please provide as much relevant information as you can, including dates, times, service details, and any supporting facts that may help us understand the situation.
We will try to resolve the matter immediately or within a short timeframe. If we cannot agree a resolution informally, or if you prefer to make a formal complaint straight away, you can follow the next steps in this procedure.
How to Make a Formal Complaint
If you wish to make a formal complaint about our storage or removal services, please do so in writing. Written complaints help us understand the full details and allow us to keep a clear record of our investigation and response.
When making a complaint, please include:
Your full name and any relevant account or booking details.
A clear description of what went wrong.
Key dates, times and locations relevant to your complaint.
Names or descriptions of any staff members involved, if known.
Details of any losses or inconvenience you believe you have suffered.
What outcome or resolution you are seeking.
We will acknowledge receipt of your formal complaint and begin our investigation in line with the stages set out below.
Stage One: Initial Review and Response
At Stage One, your complaint will be reviewed by a manager or senior member of staff who was not directly responsible for the issue, where possible, to ensure fairness.
We will normally:
Acknowledge your complaint and confirm that we are investigating.
Review your account and any relevant documents, such as storage or removal agreements, inventory lists and job notes.
Speak with the staff members involved and, if appropriate, any third parties relevant to the matter.
We aim to provide a written response within a reasonable period. If we need more time due to the complexity of the issue, we will let you know and explain the reasons for the delay. Our written response will outline our findings, any conclusions we have reached, and any proposed steps to put things right.
Stage Two: Escalation for Further Review
If you are not satisfied with the Stage One response, you may request that your complaint be escalated to Stage Two. At this stage, a more senior manager or a designated complaints handler will review the case.
For Stage Two, please explain why you remain dissatisfied and which aspects of our Stage One response you dispute or feel have not been addressed. You may also submit any additional information or evidence you think is relevant.
The reviewer at Stage Two will:
Reassess the full complaint file and the Stage One findings.
Consider whether the complaint was handled correctly and fairly.
Decide whether any further investigation is required.
Provide a final written response setting out our position and any further actions or remedies we can offer.
Possible Outcomes and Remedies
Depending on the circumstances and subject to the terms of your contract and any applicable law, possible outcomes to a complaint may include:
An apology and explanation.
Correction of records or billing adjustments where appropriate.
Practical steps to address or reduce any ongoing impact.
Service improvements, staff training or changes to our procedures.
Any other remedy we consider fair and reasonable in the circumstances.
Where compensation is considered, it will be assessed on a case-by-case basis and always in line with our contractual terms and any relevant limitations or exclusions that were brought to your attention when you booked your storage or removal service.
Complaints About Removal and Handling of Goods
If your complaint relates specifically to the removal, transport, loading, unloading or handling of goods, it is important that you notify us as soon as possible. Many agreements and insurance arrangements require prompt notification of any damage or loss.
Please provide clear details of any items affected, together with photographs if available, and keep any relevant packaging or materials until we have completed our review. We may ask for supporting documents such as inventories, condition reports or delivery notes to help us evaluate your complaint.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter or where we are required to share it by law. Any personal data we process in connection with a complaint will be handled in accordance with our data protection obligations and our privacy practices.
Continuous Improvement
We record and monitor complaints so that we can identify trends, recurring issues and opportunities to improve our storage and removal services. Feedback from customers, whether positive or negative, is an important part of our quality assurance process and helps us maintain high standards across all of our operations.
Review of This Procedure
Storage Wembley may update this complaints procedure from time to time to reflect changes in our services, internal processes or applicable regulations. The version available from us at the time you raise your complaint will apply to the handling of that complaint.
