Complaints Procedure For Storage New Malden
This complaints procedure explains how Storage New Malden will handle any dissatisfaction about our storage or removals services. It is designed to be clear, fair, and accessible to all customers, whether you use us for long term storage, short term storage, house moves, or business relocations.
Our Commitment To You
We aim to provide a reliable and professional service at all times. If you feel that we have not met your expectations, we want to know so we can put things right and improve our service. All complaints are taken seriously, treated with respect, and handled in a timely and impartial manner.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our storage facilities, removals services, staff conduct, communication, charges, or the way we have carried out or failed to carry out our responsibilities. You do not have to use the word complaint for us to treat your concern as one.
How To Make A Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us to keep a clear record of the issues raised. When you contact us, please include:
The name under which your storage unit or removal booking is held.
Relevant dates of storage, collection, delivery, or removal work.
A clear description of what has gone wrong and when it occurred.
Details of any staff you have already spoken to about the issue.
What outcome you are seeking, for example an explanation, apology, correction, or compensation.
Initial Resolution
Where possible, we encourage you to raise your concern as soon as it arises with the member of staff you have been dealing with, such as your move coordinator or storage representative. Many issues can be resolved quickly at this stage through clarification, a practical solution, or an immediate correction.
Stage One Formal Complaint
If your concern is not resolved informally, or you would prefer to make a formal complaint straight away, it will be handled at Stage One of our internal process.
On receipt of your complaint, we will:
Acknowledge your complaint within five working days.
Allocate a manager to review the matter, who was not directly involved in the original issue where possible.
Review all relevant records, including storage agreements, removal inventories, correspondence, and any photographs or delivery notes.
Contact you if we need any further information or clarification.
We aim to provide a full written response within 20 working days of acknowledging your complaint. If we are unable to respond fully within this timescale, we will write to you to explain the reason for the delay and give a revised timescale.
Stage Two Further Review
If you are not satisfied with the Stage One outcome, you can request a Stage Two review. You should do this within 20 working days of receiving our Stage One decision and clearly explain why you remain dissatisfied and what you would like us to reconsider.
At Stage Two:
Your complaint and the Stage One decision will be reviewed by a more senior manager.
We may re-examine documents and speak again to staff involved in your storage or removals arrangements.
We may ask you for any additional evidence you wish to provide.
We aim to provide a Stage Two response within 20 working days of acknowledging your request for further review. If more time is required, we will let you know and provide an updated timescale.
Possible Outcomes
Following investigation, we may decide to:
Uphold your complaint in full.
Uphold your complaint in part.
Not uphold your complaint.
Where your complaint is upheld in full or in part, we will explain what we are going to do to put matters right. Depending on the circumstances, remedies may include an apology, a detailed explanation, corrective action to our storage or removals procedures, staff training, practical steps to resolve a specific issue, or a financial adjustment where appropriate under our terms and conditions.
Time Limits For Making A Complaint
To help us investigate effectively, we ask that you raise any complaint as soon as reasonably possible. In most cases, complaints should be made within six months of the event you are complaining about or within six months of you becoming aware of the issue. We may still consider complaints outside these time limits where there is a good reason for the delay and it is still possible to investigate fairly.
Complaints About Damage Or Loss
If your complaint relates to alleged damage to property, loss of items during removal, or issues with goods in storage, please tell us as soon as you become aware of the problem. We may ask for supporting information such as photographs, inventories, proof of value, or signed delivery notes. Any assessment of liability or compensation will be carried out in line with our contract terms and relevant insurance provisions.
Fairness And Confidentiality
Your complaint will be handled fairly and without discrimination. We will treat all information you provide in confidence and only share it with staff or third parties who need it to investigate or resolve the issue, or where we are required to do so by law.
Using This Procedure
This complaints procedure applies to all customers of Storage New Malden, including those using domestic or business storage, local removals, long distance moves, packing services, and associated transport. By following these steps, we aim to resolve concerns promptly and to maintain a high standard of service across our storage facilities and removals operations.
