Storage Greenwich Complaints Procedure
This complaints procedure explains how customers of Storage Greenwich can raise concerns about our storage and removal services, and how we will respond. Our aim is to resolve any issues quickly, fairly and consistently, while using your feedback to improve our services.
Our Commitment
Storage Greenwich is committed to providing reliable storage and removal services, delivered professionally and with care. If something goes wrong, we want to know. We view complaints as an opportunity to put things right and to prevent similar issues in the future.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your point of view.
Respond in a clear, respectful and timely manner.
Investigate complaints thoroughly and objectively.
Offer appropriate remedies where we are at fault.
Use the outcome of complaints to improve our procedures, staff training and service standards.
What This Procedure Covers
This procedure applies to complaints relating to:
Storage services, including reservations, access, billing, and facility standards.
Removal and transport services, including collection, delivery, conduct of staff, and handling of items.
Customer service interactions, whether in person, by phone or in writing.
Administrative matters connected to your account, invoices, or service agreements.
It is designed for individual customers and business clients who use our storage or removal services.
What Is A Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our services or the way we have dealt with you. Raising a concern or asking for something to be corrected does not affect your rights as a customer and will not result in you being treated unfavourably.
How To Make A Complaint
You can make a complaint in person at our premises or in writing. If possible, please raise your concern as soon as you become aware of the issue, so that we have the best chance of resolving it promptly.
To help us deal with your complaint effectively, please provide:
Your full name and any relevant customer or booking reference.
A clear description of the issue, including dates, times and locations where relevant.
Details of any staff members involved, if known.
Copies of any supporting documents you think may be helpful, such as quotes, invoices or service notes.
What outcome you are seeking, for example an explanation, correction of an error, or compensation where appropriate.
Stage One: Frontline Resolution
In many cases, issues can be resolved quickly by speaking directly with a member of our team at the time the problem occurs. Frontline staff are trained to listen, understand and, where possible, fix problems on the spot or within a short period.
At this stage we will:
Clarify the details of your concern and what you would like to happen.
Explain any relevant policies and how they apply to your case.
Attempt to resolve the matter informally and agree any practical steps or remedies.
If we cannot resolve your complaint immediately, or if the matter is more complex, we will move it to the formal investigation stage.
Stage Two: Formal Investigation
If your complaint cannot be resolved at frontline level, or if you prefer a more formal review, it will be referred to a manager for investigation. You may be asked to provide your complaint in writing if you have not already done so.
During the formal investigation we will:
Acknowledge receipt of your complaint and confirm that it is being formally reviewed.
Review all relevant information, including service records, correspondence and staff statements.
Contact you if we require further details or clarification.
Assess whether our service has met our standards and contractual obligations.
Decide on any necessary corrective action or remedy.
Once the investigation is complete, we will send you a written response setting out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our decision and the reasons for it.
Any actions we will take to resolve the matter or improve our services.
Timescales
We aim to acknowledge formal complaints promptly after receiving them. Our target is to provide a full written response within a reasonable period, taking into account the complexity of the issues and the availability of relevant information.
If we need more time to investigate, we will inform you, explain why, and provide an indication of when you can expect a full response. We will keep you updated if there are any significant developments or delays.
Possible Outcomes
Depending on the circumstances, outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology where our service has fallen below the expected standard.
Correction of an error, such as an inaccurate invoice or booking detail.
Practical steps to remedy a service problem, where possible.
Consideration of appropriate goodwill gestures or compensation, in line with our policies and any applicable terms and conditions.
Escalation Of Your Complaint
If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be reviewed at a higher level within Storage Greenwich. This review will consider whether the investigation was thorough and fair, and whether the outcome is reasonable in light of the evidence available.
We may ask you to explain why you are not satisfied with the previous response and what outcome you are seeking. After the review, we will write to you with our final position on your complaint.
Recording And Monitoring Complaints
We keep a record of all formal complaints, including the nature of the issue, how it was investigated, the outcome and any actions taken. These records help us to identify patterns, common issues and areas where additional staff training or changes to procedures may be needed.
Regular monitoring of complaints supports our commitment to continuous improvement in our storage and removal services.
Confidentiality And Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it in order to investigate and resolve the matter. Any personal data collected as part of the process will be managed in accordance with our data protection obligations and used only for the purpose of handling your complaint and improving our services.
Using This Procedure
This complaints procedure is designed to be straightforward, fair and accessible. You are encouraged to use it whenever you feel that our storage or removal services have not met the standards you reasonably expect. Telling us about problems gives us the opportunity to put things right and to ensure that future customers benefit from the improvements we make.
