Storage Shacklewell Complaints Procedure
Storage Shacklewell is committed to delivering a reliable and professional service for all customers using our storage and removal-related services. When something goes wrong, we want to know about it so we can put it right and improve our standards. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
Purpose of this complaints procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints from customers and prospective customers. It applies to all aspects of our storage and removal company services, including enquiries, bookings, packing assistance, loading, transport, storage, and any related administration.
This procedure aims to:
Provide a straightforward way to tell us when something has gone wrong.
Ensure your complaint is handled promptly, consistently, and fairly.
Explain the steps we will take to investigate and respond.
Set out what you can do if you are not satisfied with our final response.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether storage or removal-related, where you wish us to investigate the matter and provide a response. This can include concerns about the quality of service, staff conduct, communication, charges, handling of goods, or delays in collection, delivery, or access.
We encourage you to raise any issues as soon as possible so that we have the best opportunity to resolve them quickly and effectively.
How to make a complaint
You can make a complaint in writing or verbally. Written complaints are usually easier to investigate thoroughly, so we encourage you to describe the issue in as much detail as you can. When making a complaint, please provide:
Your full name.
Any reference or booking details related to your storage or removal service.
A clear description of what has gone wrong.
Relevant dates, times, and locations.
Names or descriptions of any staff involved, if known.
Details of any loss or damage, if applicable.
What outcome you are seeking, for example an explanation, apology, rectification of an issue, or review of charges.
If you need help to set out your complaint, you may ask a representative to raise it on your behalf. We will normally communicate and share information with the person making the complaint unless you clearly confirm that someone is acting for you.
Initial resolution and timescales
Where possible, we aim to resolve concerns immediately or within a short period at the point they are raised, for example during a removal, at our storage facility, or when you first contact our office. Many issues can be sorted out quickly by the relevant staff member or manager.
If the matter cannot be resolved straight away, or if you request a more formal review, your complaint will be logged and passed to a manager for investigation. We will acknowledge your complaint within a reasonable timeframe and explain the next steps.
Investigation of your complaint
Once a complaint has been logged, a manager or senior staff member not directly involved in the issue will review it wherever practicable, to ensure fairness. The investigation may include:
Reviewing your booking details, removal instructions, storage agreement, and any relevant documentation.
Checking notes, schedules, and records from the day of service.
Speaking with staff and, where appropriate, any third parties involved.
Assessing any photographs, inventories, or condition reports relating to your goods.
Considering any industry standards or internal policies relevant to your complaint.
Our aim is to understand what happened, whether our service fell short of our standards, and what we should do to resolve the matter and prevent similar issues in future.
Our response to your complaint
Once the investigation is complete, we will provide a clear response. This will normally include:
A summary of your complaint.
Details of the steps taken to investigate.
Our findings and conclusions.
Any actions we will take, which may include an explanation, an apology, corrective work, service improvements, or a review of charges where appropriate.
We will try to respond within a reasonable time, taking into account the nature and complexity of the complaint. If we need more time to investigate, we will inform you and explain why.
If you are still dissatisfied
If you do not agree with our response, you should let us know, explaining why you remain dissatisfied and what you believe would resolve the matter. Where appropriate, a more senior member of staff may review the investigation and response.
Following this review, we will provide our final position on your complaint. We will explain the reasons for our decision and any further steps we will or will not take.
Complaints involving loss or damage
Where your complaint involves loss of or damage to goods during removal or while in storage, we may ask for additional details. This can include evidence of the condition of the items before and after the service, proof of value, photos, and details of any insurance which may apply.
Claims relating to loss or damage are often subject to specific terms within your storage or removal agreement, including time limits and responsibilities for packing. We will review your complaint in line with those terms and any relevant insurance arrangements.
Our commitment to fairness and improvement
We handle all complaints confidentially and with respect. Making a complaint will not affect your right to continue using our services, and we will not treat you less favourably because you have raised a concern.
We also use complaint outcomes to improve our services. This can include updating staff training, revising procedures for removals and storage, reviewing how we communicate with customers, and making changes to our booking or handling processes.
Accessibility of this procedure
This complaints procedure is available to all customers and prospective customers of Storage Shacklewell. If you require the information in a different format or need assistance to raise a concern, please let us know and we will do our best to help you use this process.
By clearly setting out how complaints are managed, we aim to give you confidence that any concern about our storage or removal company services will be taken seriously, investigated properly, and responded to in a fair and timely way.
