Storage Hammersmith Complaints Procedure
This Complaints Procedure explains how Storage Hammersmith will handle any concerns or complaints about our storage or removal services. We aim to resolve issues quickly, fairly, and consistently, and to use feedback to improve our services.
Our Commitment to You
We are committed to delivering reliable storage and removals solutions and to dealing with any problems in a professional way. If you feel that we have not met your expectations, we want to hear from you so we can put things right where possible and learn from your experience.
All complaints are treated seriously and handled with respect, whether they relate to storage units, handling of goods, removals, billing, communication, or any other aspect of our service.
What Counts as a Complaint
You can make a complaint if you are unhappy with any service provided by Storage Hammersmith, including but not limited to:
Service quality or delays in storage or removals work.
Condition or handling of your goods.
Conduct or attitude of staff or contractors.
Information provided before, during, or after your contract.
Charges, invoices, or payment issues.
Health and safety or access arrangements at our premises or during a removal.
You do not need to use legal terms or refer to this procedure for your concern to be treated as a complaint. If you tell us you are unhappy and want us to respond, we will log this as a complaint.
How to Make a Complaint
You can raise a complaint in any way that is convenient for you, for example:
Speaking to a member of staff at our premises.
Contacting us in writing.
Raising an issue with a manager during or after a removal or storage booking.
To help us deal with your concern efficiently, please provide:
Your full name and any relevant customer or booking reference.
Details of the service you used, such as storage or removals.
A clear description of what went wrong and when it happened.
Any evidence that might help us, such as dates, times, or descriptions of events.
What outcome you are seeking, if you have a particular resolution in mind.
Stage One: Informal Resolution
In many cases, issues can be resolved quickly by the staff member you first speak to. We encourage you to raise your concern as soon as possible, ideally at the time the issue arises or shortly afterwards.
Where appropriate, we will try to resolve your complaint immediately or within a short time frame. This may include providing an explanation, correcting a mistake, or offering a practical solution to the problem you have experienced.
If you are not satisfied with the informal response, or if the matter is more serious or complex, your complaint will be handled as a formal complaint under Stage Two.
Stage Two: Formal Complaint and Investigation
If your complaint cannot be resolved informally, or you request a formal investigation, your complaint will be logged and passed to a manager or a designated complaints handler.
We will:
Acknowledge your complaint within a reasonable period of time.
Record the key details of your complaint and the outcome you are seeking.
Investigate the matter by reviewing relevant records, speaking to staff involved, and assessing any evidence provided.
We aim to provide a written or clearly documented response once the investigation is complete. If the complaint is complex or requires more time, we will let you know and keep you updated on progress.
Our response will explain:
What we have understood your complaint to be.
The steps we took to investigate.
Our findings and any decision reached.
Any action we will take, which may include corrective steps, service improvements, or other appropriate measures.
Stage Three: Escalation
If you remain dissatisfied after receiving our formal response, you may request an escalation of your complaint. This will usually involve a review by a more senior manager or a different member of the management team who has not been directly involved in the earlier stages.
During this review, we will reconsider the information and, if necessary, request additional details from you or from staff. We will then provide a final response that sets out our position and any further actions we will take.
Time Limits for Making a Complaint
We encourage customers to raise complaints as soon as possible after the issue arises, so that we can investigate while details are still fresh. However, we will consider complaints raised at a later date, provided that we can still reasonably investigate and obtain the information needed.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it to investigate and respond. We will handle personal data in line with our data protection responsibilities and will only retain information for as long as necessary to resolve your complaint and meet our legal obligations.
Recording and Learning from Complaints
We keep a record of complaints, outcomes, and any actions taken. This helps us to monitor service quality, identify recurring issues, and improve our storage and removal services over time.
Where a complaint highlights a wider problem with our processes, staff training, or communication, we will review and, where appropriate, adjust our procedures to prevent similar issues from arising in the future.
Alternative Dispute Resolution
If, after following our Complaints Procedure, you are still unhappy with the outcome, you may wish to seek independent advice or use an appropriate alternative dispute resolution or consumer advice body. Any such steps will be your decision, but we will cooperate reasonably with any lawful process aimed at resolving a genuine dispute.
Updates to this Procedure
Storage Hammersmith may update this Complaints Procedure from time to time to reflect changes in our services, regulatory requirements, or best practice. The most recent version will apply to any new complaints raised.
