Storage Putney Complaints Procedure
Storage Putney is committed to providing reliable and professional storage and removal-related services. We recognise that, on occasion, things may not go as planned. When that 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 you can expect from us throughout the process.
Our Commitment to You
We aim to resolve all complaints quickly, fairly, and consistently. We treat every complaint seriously, whether it relates to storage units, collection and delivery of goods, removal assistance, customer service, invoicing, or any other aspect of our operations. We use the feedback we receive to review our systems, staff training, and service standards.
We will always seek to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Respond in a clear, respectful, and timely manner.
Where appropriate, offer an explanation, an apology, and a suitable remedy.
Use the experience to make improvements to our storage and removal-related services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction you make about our services, however communicated, where you would like a response or resolution. This might involve:
Issues with the condition or accessibility of a storage unit.
Concerns about collection, delivery, or loading and unloading of items.
Disputes about charges, quotations, or billing.
Perceived delays, missed appointments, or service cancellations.
Behaviour or conduct of staff or representatives.
You do not need to use the word complaint for your concern to be treated as one. If we identify that you are unhappy and want us to address it, we will follow this procedure.
How to Raise a Complaint
You can raise a complaint in writing or by speaking to a member of our team. When you contact us, please provide the following information so that we can investigate efficiently:
Your full name and any reference or booking number you have.
A clear description of your complaint, including what happened and when.
Details of any staff or teams you have already spoken to about the issue.
Any supporting information you feel is relevant, such as dates, times, or service descriptions.
If you raise your concern verbally, we may ask you to confirm the key points in writing so both sides are clear about the nature of the complaint.
Stage One: Initial Response
In the first instance, we encourage you to raise your complaint with the staff member or team you have been dealing with. Many issues, especially those involving storage access or removal bookings, can be resolved quickly at this level through discussion and clarification.
We will normally acknowledge your complaint promptly after receiving it. We will aim to provide an initial response as soon as reasonably possible, outlining:
That we have received and logged your complaint.
Who will be responsible for looking into the matter.
Whether we require any additional information from you.
When you can expect a further, more detailed response.
Stage Two: Investigation and Formal Outcome
If your complaint cannot be resolved immediately, or you remain dissatisfied with the initial response, it will be escalated for a fuller investigation. This may involve:
Reviewing your booking or storage agreement and any related documentation.
Speaking with staff involved in providing your storage or removal-related service.
Checking records such as inventory notes, collection and delivery times, or access logs.
You will receive a written outcome once the investigation is complete. This communication will normally include:
A summary of your complaint as we understand it.
The steps we have taken to investigate.
Our findings and any conclusions reached.
Any offer of remedy or corrective action, where appropriate.
Information on what you can do if you are not satisfied with the outcome.
Possible Outcomes and Remedies
Where our investigation shows that we have not met our usual standards, we will seek to put matters right. Depending on the circumstances, remedies may include:
A clear explanation of what went wrong and why.
An apology for any inconvenience or frustration caused.
Practical steps to resolve operational issues, such as revised collection times, additional support with loading or unloading, or adjustments to storage arrangements.
Consideration of financial remedies where this is appropriate and in line with our terms and conditions.
We assess each complaint on its individual facts and will always aim for a fair and proportionate resolution.
If You Are Still Unhappy
If, after receiving our formal outcome, you still feel that your complaint has not been handled fairly, you may ask for a further review. At this stage, your complaint will be examined by a senior member of the team who has not previously been involved in the matter.
They will consider whether the original investigation was thorough and whether the decision reached was reasonable in light of the evidence. Following this review, we will confirm our final position in writing.
Time Limits for Raising a Complaint
We encourage customers to raise complaints as soon as possible after the issue arises, as this makes it easier to review records and speak to those involved. As a general guide, complaints should normally be raised within a reasonable period of the incident or service date.
Where there has been a delay in raising a concern, we will still consider the matter, but our ability to investigate and offer remedies may be more limited.
Using Complaints to Improve Our Services
Every complaint we receive provides an opportunity to learn and improve. We regularly review trends and recurring themes to help us identify areas where our storage operations, removal-related services, or customer care processes can be strengthened.
This may lead to updates to staff training, changes in procedures, or improvements in communication. Our aim is to use your feedback to provide a more efficient, transparent, and reliable service for all customers.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared internally only where necessary to investigate and resolve your concerns. We handle personal data in line with our wider data protection obligations and retain complaint records only for as long as required for legitimate business and legal purposes.
By following this complaints procedure, Storage Putney seeks to ensure that every concern is given fair consideration, that issues are resolved wherever possible, and that our storage and removal-related services continue to develop in line with customer expectations.
