Storage Hadley Wood Complaints Procedure
This Complaints Procedure sets out how Storage Hadley Wood will handle any concerns or complaints you may have about our storage, packing or removal-related services. Our aim is to resolve issues promptly, fairly and transparently, and to use your feedback to improve the way we operate.
Our Commitment to You
We are committed to providing a reliable and professional service for all customers who store their belongings with us or use our associated removal and handling services. When something goes wrong, we want to know about it so that we can put matters right wherever possible and prevent similar issues from happening again.
We take all complaints seriously and handle them in a respectful and confidential manner. Making a complaint will never affect your right to receive ongoing services or to be treated fairly as a customer.
What This Procedure Covers
This procedure applies to complaints about:
Quality, care or handling of your goods in storage or during any removal-related services we provide or arrange. Accuracy of information given before, during or after your booking. Staff conduct, including behaviour, communication and professionalism. Administration of your account, including invoicing, payment queries and access to your storage unit. Service reliability, including booking arrangements, collection and delivery timings related to removals or storage transport.
This procedure does not cover routine service requests, general enquiries or booking changes, which are handled through our standard customer service channels.
How to Make an Informal Complaint
In many cases, an issue can be resolved quickly and informally. If you are unhappy with any aspect of your storage or removal-related service, please raise it as soon as possible with a member of our team on site or with the representative who managed your booking.
Provide a clear description of what went wrong and what outcome you are seeking. Where possible, our staff will try to resolve the matter immediately or within a short time frame. If you are satisfied with the outcome at this stage, it will not be necessary to pursue a formal complaint.
How to Make a Formal Complaint
If your concern cannot be resolved informally, or you prefer not to discuss it at that level, you may submit a formal complaint. When doing so, please include the following information:
Your full name and details of your storage or removal booking, including relevant dates. A clear and factual description of what has gone wrong, including key dates and people involved, where known. Any supporting information you feel is relevant, for example inventory notes, photographs, or copies of documents. Details of any informal steps already taken and the outcome, if applicable. The outcome or resolution you would like us to consider.
We encourage you to raise your complaint as soon as reasonably possible after becoming aware of the issue, as this will help us investigate effectively.
Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement we will confirm that your complaint has been logged, outline the next steps and provide an indicative time frame for our investigation.
We aim to provide a full written response within a reasonable period, taking into account the complexity of the matter. If we need more time to investigate, we will inform you and explain the reasons for any delay, along with a revised expected timescale.
How We Investigate Your Complaint
Your complaint will be reviewed by an appropriate member of our management team who was not directly involved in the matter you are complaining about, where practicable. The investigation may include:
Reviewing your account details, booking records and any relevant documentation. Speaking with team members involved in your storage or removal-related services. Considering any photographs, correspondence or evidence you have provided. Assessing whether our policies and procedures were followed correctly.
We will aim to be fair, objective and thorough. Our priority is to understand what has happened and whether we could or should have acted differently.
Our Response and Possible Outcomes
When our investigation is complete, we will provide you with a written response setting out:
Our understanding of your complaint and the issues you have raised. The findings of our investigation, including any relevant explanations. Whether your complaint is upheld in full, in part, or not upheld. Any actions we propose to take to put things right where appropriate.
Depending on the nature of your complaint, possible outcomes may include an apology, clarification of information, corrective actions to your account or arrangements, service improvements, or other remedies we consider reasonable in the circumstances.
If You Remain Dissatisfied
If you are not satisfied with our formal response, you may ask for your complaint to be reviewed at a higher level within Storage Hadley Wood. When doing so, explain why you remain dissatisfied and identify any points you believe have not been properly considered.
The review will focus on whether the original investigation and decision were reasonable and fair based on the information available. After the review, we will send you a final response setting out our position.
Complaints Related to Goods in Transit or Removal Services
Where your complaint relates specifically to the handling of your goods in transit, removal arrangements, or coordination with third-party carriers, we will follow this same procedure. If a third party is involved, we may need to liaise with them and share relevant information for the purpose of the investigation.
Our responsibility and any remedies available will be considered in line with the terms of your agreement and any applicable service conditions, including limitations or exclusions that were brought to your attention when you booked.
Data Protection and Confidentiality
All complaints will be handled in accordance with applicable data protection laws. Information will only be shared internally or externally where necessary to investigate and resolve your complaint, meet legal obligations, or as required by regulators or insurers.
Using This Procedure
This Complaints Procedure is intended to be clear and accessible for all storage and removal customers. If you require information in a different format or need assistance to raise a complaint, please let us know and we will do our best to accommodate your needs.
We review this procedure from time to time to ensure it remains effective and reflects the way Storage Hadley Wood provides its services.
