Storage Blackheath Complaints Procedure
Storage Blackheath is committed to providing a professional, reliable and courteous service for all customers using our storage and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and improve our services. This Complaints Procedure sets out how you can raise concerns, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to handle all complaints fairly, consistently and promptly. We will always treat you with respect, keep an open mind, and seek to resolve issues as quickly as possible. Your complaint will be taken seriously and used as an opportunity to review and enhance the way we deliver storage, handling, packing and removals services.
We will keep your information confidential and only share details with team members who need them to investigate and resolve your complaint.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they have been delivered, whether this relates to storage facilities, access, removals, packing, transportation, billing, or customer service. You do not need to use the word complaint for your concern to be treated under this procedure.
Examples of complaints may include issues about how your belongings were handled, delays with a collection or delivery, unclear charges, damage or loss allegations, or the conduct of our personnel during a removal or storage appointment.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to provide as much information as possible to help us understand and investigate the matter. Where possible, please include the following details:
The name you used to make your booking
The date and location of the service or incident
Any reference or booking number you may have
A clear description of what went wrong and when it happened
Details of any conversations you have already had with our staff about the issue
What outcome or resolution you are seeking
If you raise a complaint verbally and the matter cannot be resolved immediately, we may ask you to set out the details in writing so that we can ensure accuracy and a complete record.
Stage One: Frontline Resolution
Many concerns can be resolved quickly and informally. In the first instance, please raise your complaint with the member of staff you have been dealing with or with the relevant supervisor. They will listen to your concerns, seek clarification where needed, and do their best to resolve the issue without delay.
Where a complaint is straightforward, we aim to provide an immediate explanation or solution. If we need more time to look into the matter, we will let you know and advise when you can expect an update.
Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved informally at Stage One, or if you are not satisfied with the response you receive, you may request that your complaint is treated as a formal complaint. At this stage, your complaint will be reviewed by a manager who was not directly involved in the original issue wherever possible.
Upon receiving a formal complaint, we will:
Acknowledge your complaint within a reasonable timeframe
Review the information you have provided and gather any additional details needed
Speak to relevant staff members and, where appropriate, review service records, notes and photographs
Assess what happened in light of our policies, procedures and service standards
We aim to provide a full written response within a reasonable period, typically within 14 to 28 days depending on the complexity of the case. If we are unable to respond within this timescale, we will let you know and provide an updated timeframe.
Our Response and Possible Outcomes
When we have completed our investigation, we will explain our findings and set out our decision. Our response will aim to be clear, fair and easy to understand. Depending on the outcome, we may:
Offer an apology and explanation
Take corrective action to put things right where possible
Review or amend our internal procedures or staff training
Provide details of any compensation or goodwill gesture, where appropriate and in line with our terms and conditions
We will always explain the reasons for our decision and how it has been reached.
Escalation if You Remain Unhappy
If, after receiving our formal response, you remain dissatisfied, you may ask for a further review. Your request should explain why you are unhappy with the outcome and what you believe has not been addressed.
A more senior manager will then review your complaint, the steps already taken, and the reasoning behind our decision. They may contact you for additional information or clarification. Following this review, we will provide a final response explaining our position.
Where applicable, and depending on the nature of your complaint, you may also have the right to seek independent advice or refer the matter to an external dispute resolution body. Any such options will depend on the specific circumstances and any governing terms that apply to your booking and services.
Time Limits for Raising Complaints
To help us investigate effectively, we encourage you to raise any complaint as soon as possible after the issue occurs. Complaints raised after a significant delay may be more difficult to investigate fully, especially where they relate to storage periods, collections or deliveries that took place some time ago.
For claims relating to loss or damage, time limits set out in our terms and conditions may apply. These may affect the remedies available, so it is important to notify us promptly of any concerns about your belongings or the service provided.
Using Complaints to Improve Our Service
Every complaint is an important source of feedback. We regularly review the nature and outcome of complaints to identify areas where we can improve, whether in our storage facilities, our removals and transport operations, or our communication with customers. Where we identify recurring issues, we may introduce additional training, revise procedures or update guidance for our teams to help prevent similar problems in future.
By following this Complaints Procedure, we aim to ensure that all customers of Storage Blackheath receive a fair hearing and a clear, reasoned response, and that we continue to refine and improve our storage and removal services over time.
