Storage Thamesmead Complaints Procedure
Storage Thamesmead is committed to providing a reliable, professional service for all customers using our storage and removal-related services. We recognise that, on occasion, things may not go as planned. When that happens, we want to know so that we can put matters right, learn from the issue, and improve our service. This complaints procedure explains how you can raise a complaint and what you can expect from us in response.
Our Commitment to You
We aim to handle every complaint in a fair, transparent and timely way. Our objectives are to acknowledge your concerns, investigate them thoroughly, explain our findings clearly, and, where appropriate, offer a suitable resolution. We treat all complaints seriously, whether they relate to storage, moving services, customer service, or any other aspect of our operations.
All complaints will be dealt with respectfully and without discrimination. Raising a complaint will not affect your right to use our services now or in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, collection, delivery, or associated removal activities, where a response is reasonably expected. This may include, but is not limited to:
Concerns about the condition of units or facilities. Dissatisfaction with the handling, collection, loading, transport or unloading of goods. Issues with billing, contracts or charges. Concerns about staff behaviour, communication or conduct. Delays in agreed services or perceived failure to meet our commitments.
If you are unsure whether your concern is a complaint, please raise it with us and we will guide you through the appropriate steps.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps to ensure that the details are clear and can be accurately recorded. Please provide the following information to help us handle your complaint efficiently:
Your full name and, if relevant, your company name. Details of your storage unit or service agreement, including relevant dates. A clear description of what has gone wrong and when it happened. The names of any staff members you dealt with, if known. Any evidence that supports your complaint, such as inventory notes, photographs, or delivery details. An indication of the outcome you are seeking, if you have one in mind.
If you make a verbal complaint, we may ask you to confirm the details in writing so that we have an accurate record.
Stages of Our Complaints Process
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of our team. We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including the expected time frame for our response.
Stage 2: Investigation
The assigned staff member will investigate the issues you have raised. This may involve reviewing contracts, booking records, storage or removal notes, photographs, vehicle logs, and any internal reports relevant to your case. We may also contact staff members who were involved and, where needed, ask you for additional information or clarification.
We aim to complete our investigation within a reasonable period. If, for any reason, the investigation is likely to take longer, we will inform you and provide an updated time frame. Complex matters, such as those involving multiple services or third party providers, may require more time, but we will keep you informed.
Stage 3: Response and Outcome
Once our investigation is complete, we will provide you with a written response. This will explain our understanding of your complaint, the steps we took to investigate, the findings we reached, and any actions we propose to resolve the matter.
Possible outcomes may include an explanation or apology, corrective action to address a service issue, remedial work, adjustments to your account or contract, or, where appropriate, details of any applicable compensation in line with our terms and conditions. If we are unable to uphold your complaint, we will explain the reasons clearly.
If You Are Not Satisfied
If you are unhappy with our response at Stage 3, you may request that your complaint is reviewed again. In this case, wherever possible, a more senior member of staff who was not directly involved in the original investigation will carry out a secondary review. They will consider the original complaint, the findings, and any further information you provide.
Following this review, we will send you a final written response, setting out our decision and the reasons for it. This will represent our final position on the matter within our internal complaints procedure.
Time Limits for Raising a Complaint
You should raise your complaint as soon as reasonably possible after the issue arises. Doing so helps us to investigate while details are still fresh and documentation is more readily available. Although we will consider complaints raised later, delays may limit the steps we can take or the evidence we can obtain, particularly in relation to time-sensitive storage or removal activities.
Recording and Using Complaint Information
We keep records of all complaints and their outcomes. This information is used to monitor our performance, identify recurring issues, and improve our services. Complaint records are handled securely and in accordance with our data protection obligations. We do not disclose personal information about complainants to third parties unless required by law or with your explicit consent.
Continuous Improvement
Feedback from customers using our storage and removal-related services plays an important role in how we develop and maintain our standards. We regularly review complaints, compliments and general feedback to identify areas where processes can be refined, staff training can be enhanced, and customer communication can be made clearer. Our aim is to minimise the likelihood of similar issues occurring in the future and to provide a consistently reliable service.
Closing Your Complaint
We consider a complaint closed when a final written response has been issued and any agreed actions or remedies have been completed. If you remain dissatisfied after our final response, you may choose to seek independent advice regarding your options. This procedure does not affect any legal rights you may have.
By setting out a clear and accessible complaints process, Storage Thamesmead seeks to ensure that all customers, whether using our storage units, moving services, or combined solutions, can raise concerns with confidence and receive a fair and considered response.
