Storage Plaistow Complaints Procedure
Storage Plaistow is committed to providing reliable storage and removals services, with clear communication, safe handling of belongings, and fair pricing. If something goes wrong, we want to know about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Scope of this complaints procedure
This procedure covers any complaint or concern relating to our storage facilities, removals services, handling of goods, customer service, billing, contracts, or any other aspect of our work. It applies to both new and existing customers and to any service we provide, whether for personal or business use.
We treat all complaints seriously, whether they are minor concerns or more serious issues. Our aim is to resolve problems promptly, fairly, and transparently.
Our commitments when handling complaints
When you raise a complaint with Storage Plaistow, we will:
Listen carefully to your concerns and clarify any details where necessary.
Record your complaint accurately and securely.
Acknowledge your complaint within a reasonable timeframe.
Investigate the matter thoroughly and objectively.
Provide a clear response explaining our findings and any actions we will take.
Use the feedback to review and improve our services where appropriate.
How to make a complaint
You can make a complaint in writing or by speaking to a member of our team. If possible, we recommend that you raise your concern as soon as you become aware of the issue so that we can deal with it promptly.
When you contact us, please provide as much information as you can, including:
Your full name and any relevant account or reference details.
The date and approximate time of the incident or issue.
A clear description of what happened and why you are unhappy.
Details of any staff members involved, if known.
Any evidence you feel may help us, such as photographs or receipts.
What outcome you are seeking, for example an explanation, apology, correction, or review of charges.
Stage one: Informal resolution
In many cases, complaints can be resolved quickly and informally by speaking directly with a member of staff or the on site supervisor. We encourage you to raise your concern with them in the first instance. They may be able to clarify misunderstandings, correct simple errors, or make immediate practical adjustments.
If your complaint is resolved to your satisfaction at this stage, we will still make a note for our records so that we can monitor and improve our services.
Stage two: Formal complaint
If you are not satisfied with the informal response, or if the matter is more serious or complex, you can ask for your complaint to be treated as a formal complaint. This will usually be handled by a manager who has not been directly involved in the issue.
Once we receive a formal complaint, we will:
Acknowledge receipt within a reasonable period.
Review the details of your complaint and any relevant documentation.
Speak with staff members and, where relevant, review storage or removals records and any notes relating to your booking, contract, or service.
Consider whether a site inspection or review of procedures is necessary.
We aim to provide a full written response within a reasonable and proportionate timescale, depending on the complexity of the matter. If we need longer to investigate, we will let you know and keep you updated on progress.
Stage three: Escalation and review
If you remain dissatisfied after receiving our formal response, you may request an escalation. Your complaint will then be reviewed by a senior member of our management team.
During this review, we may:
Re examine all of the information already collected.
Request any further details required from you or our staff.
Consider whether our procedures were followed correctly.
Look at any additional evidence that has become available.
Following this review, we will provide you with a final response explaining our conclusions, the reasons for our decision, and any steps we are prepared to take to resolve the matter.
Complaints about damage or loss
Where your complaint relates to damage to or loss of items during storage or removals, we ask that you notify us as soon as possible. Prompt notification helps us investigate effectively, review handling processes, and liaise with any insurers where applicable.
Please provide clear details and evidence, such as photographs of the damage, inventories, or pre existing condition reports where available. We will review these carefully alongside our own records and any relevant terms and conditions.
Complaints about charges or contracts
If your complaint relates to charges, invoicing, deposits, or contractual terms, we will review the original agreement, any variations, and your payment records. We will explain how the charges were calculated and whether they are in line with our standard pricing and terms.
Where we find that a mistake has been made, we will correct it promptly and confirm any adjustments in writing.
Confidentiality and data protection
All complaints are handled in confidence. Information is only shared with those who need it in order to investigate and resolve the matter. We handle personal data in accordance with applicable data protection requirements, and we keep complaint records for an appropriate period for monitoring and auditing purposes.
Unreasonable or abusive behaviour
We understand that making a complaint can be stressful, particularly if you feel let down. Our team will always aim to treat you with courtesy and respect, and we ask that you do the same. We may limit contact or bring correspondence to a close where behaviour is abusive, threatening, or persistently unreasonable.
Using complaints to improve our services
Every complaint is an opportunity to review how we operate and identify improvements. We regularly review complaint trends, including any recurring issues related to storage units, access, removals handling, and customer support, so that we can enhance our processes, training, and communication.
By following this complaints procedure, Storage Plaistow aims to resolve individual issues fairly while continuously improving the quality and reliability of the services we offer.
