Storage Lea Bridge Complaints Procedure
Storage Lea Bridge is committed to providing a professional, reliable and safe service for all customers using our storage and removal solutions. We recognise that, on occasion, things may go wrong or fall short of expectations. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to Handling Complaints
We treat all complaints seriously and use them as an opportunity to review and improve our storage and removal services. We aim to:
Respond to complaints promptly and fairly, acknowledge any mistakes, and wherever possible put things right quickly. Communicate clearly and courteously throughout the process. Keep you informed about the progress and outcome of your complaint. Use feedback from complaints to improve our processes and customer service.
What This Procedure Covers
This complaints procedure applies to concerns or dissatisfaction about any aspect of our services, including but not limited to:
Storage services and use of our storage facilities. Removal and transport services, including packing and loading. Collection and delivery arrangements for stored or moved items. Customer service, communication, billing and invoicing. Conduct and behaviour of our staff or representatives.
It does not cover general enquiries, requests for information, or routine service adjustments, which should be raised through normal customer service channels.
Raising an Informal Concern
We encourage you to raise any concerns informally in the first instance. Often, issues can be resolved quickly at an early stage. If you are unhappy with any aspect of our storage or removal services, you can:
Speak to a member of staff on site and explain the problem. Provide as much information as you can, including dates, times, and any relevant details about your booking or agreement. Ask for clarification if something is not clear, such as charges, timeframes or terms.
Our team will aim to address your concern immediately where possible. If the matter cannot be resolved informally, or you remain dissatisfied with the outcome, you may wish to submit a formal complaint.
Submitting a Formal Complaint
If your concern has not been resolved informally, you can make a formal complaint in writing. Written complaints allow us to understand the issue clearly and investigate thoroughly.
When making a formal complaint, please include:
Your full name and any reference relating to your storage unit, contract or removal booking. A clear description of your complaint, including what happened and when. Any relevant documents or evidence, such as quotes, inventories, photographs or correspondence. Details of any previous steps you have taken to resolve the issue. What outcome or resolution you are seeking, if you have a preferred solution.
We recommend that you keep a copy of your complaint and any supporting documents for your records.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. Our acknowledgement will:
Confirm that we have received your complaint. Provide the name or role of the person responsible for handling your complaint. Outline the next steps and the expected timescale for our investigation and response.
We aim to acknowledge all formal complaints within a reasonable number of working days from receipt.
How We Investigate Complaints
The person handling your complaint will review all the information you have provided and may:
Check your customer records, contracts, inventories and service history. Speak with staff members or teams involved in the storage or removal service. Review any relevant policies, procedures and terms and conditions. Request additional information or clarification from you if needed.
We aim to carry out investigations as quickly as is reasonably possible, while ensuring that they are fair, thorough and impartial.
Our Response and Possible Outcomes
Once we have completed our investigation, we will send you a written response. This will usually include:
A summary of your complaint and the issues we have considered. Details of the investigation steps we have taken. Our findings and conclusions based on the information available. Any actions we propose to take to resolve the matter or prevent it happening again.
Depending on the circumstances, outcomes may include an explanation or clarification, corrective action, service improvements, or where appropriate, financial adjustments in line with our terms and conditions. Where we do not uphold your complaint, we will explain our reasons clearly.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request a further review. In this case, your complaint and our initial response will be reviewed by a more senior member of the team, who was not directly involved in the original investigation where possible.
The reviewing person will consider whether the complaint was handled fairly and in line with this procedure and our policies. They may uphold the original decision, amend it, or recommend additional actions. You will receive a further written response explaining the outcome of the review.
Time Limits for Complaints
We encourage customers to raise concerns as soon as possible so that we can address them while events are still recent and evidence is available. Complaints raised a long time after the event may be more difficult to investigate fully, although we will always do what we reasonably can to review the issues raised.
Respectful Communication
We expect all customers and staff to treat each other with courtesy and respect throughout the complaints process. We understand that situations involving damage, loss or disruption during storage or removals can be stressful. However, abusive, threatening or discriminatory behaviour may lead to communications being limited to specific channels or, in serious cases, to the termination of services, in line with our policies.
Recording and Learning from Complaints
We record complaints and their outcomes to monitor recurring issues and identify areas where we can enhance our storage and removal services. Lessons learned may lead to changes in our procedures, staff training or customer information.
By following this complaints procedure, Storage Lea Bridge aims to deal with problems efficiently, fairly and transparently, supporting positive and long-lasting relationships with our customers.
