Storage Norbiton Complaints Procedure
Storage Norbiton is committed to providing reliable storage and removal services and to dealing with any concerns fairly, consistently and promptly. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Purpose and Scope
This procedure applies to all customers using our storage, packing, transport or removal services. It covers any expression of dissatisfaction about our services, our staff, our facilities, or how we have carried out a contract, whether the issue is minor or serious.
We use feedback and complaints to improve our services, staff training, communication and operational standards. Making a complaint will not affect your right to continue using our services or your legal rights.
What We Class as a Complaint
A complaint is any communication from a customer who is unhappy with our service and expects a response. Examples include:
Concerns about the condition, handling or transport of your goods during a move or while in storage.
Issues with booking arrangements, schedules, collection or delivery times.
Disputes about charges, invoicing, or the application of our terms and conditions.
Concerns about staff behaviour, communication or professionalism.
Problems with access to storage units or the condition of our facilities.
Comments or requests for minor adjustments, where you do not require a formal response, will be treated as general feedback rather than a complaint, unless you tell us otherwise.
How to Make a Complaint
You can make a complaint in the way that suits you best. You may raise a concern verbally with a member of staff on site, or submit it in writing. Written complaints are helpful because they create a clear record of the issue and your desired outcome.
When making a complaint, please provide the following information so we can investigate effectively:
Your full name and any relevant customer or booking reference.
The dates and locations of the service or event you are complaining about.
A clear description of what went wrong and how it has affected you.
Details of any staff members involved, if known.
Any evidence that may help us, such as photos or inventories you hold.
What you would like us to do to put things right, if you have a preferred resolution in mind.
Stage One: Initial Review and Response
At the first stage, we aim to resolve your complaint informally and quickly.
When we receive your complaint, we will acknowledge it and record the details in our internal log. We will usually do this within a reasonable period, taking into account how the complaint was made and whether further information is required.
Your complaint will first be considered by a team member or manager responsible for the relevant service area, such as storage operations or removals coordination. They will review the information you have provided, check our records and speak to any staff who were directly involved.
We will then respond to you with our findings, explaining what we have concluded and why. Where appropriate, we may offer practical solutions, clarification, an apology, or other steps to address the issue.
Stage Two: Escalation and Formal Investigation
If you are not satisfied with the response at Stage One, you can request that your complaint is escalated for a further review.
At Stage Two, a more senior manager, not previously involved in handling your complaint, will re-examine the matter. They may contact you to clarify details, request additional information, or discuss your expectations regarding a resolution.
The investigating manager will review all available evidence, including correspondence, service records, inventories, and any relevant photographs or documents. They will assess whether our procedures were followed correctly and whether the outcome at Stage One was reasonable and fair.
Following this review, we will provide you with a written response setting out:
The issues you raised.
The steps taken to investigate your complaint.
Our decision and the reasons behind it.
Any offer of remedial action, where appropriate.
We will aim to complete this review within a reasonable timeframe, taking into account the complexity of the complaint and the need to obtain accurate information.
Timescales
We aim to handle all complaints as swiftly as possible. Some complaints, especially those involving multiple services, detailed inventories or questions about liability, may require more time. If our investigation will take longer than expected, we will aim to update you and explain the reasons for any delay.
Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include:
An explanation or clarification where there has been a misunderstanding.
An apology if we have fallen short of our service standards.
Corrective action, such as changes to a booking, schedule or operational process.
Internal measures, such as additional staff training or changes to procedures to prevent a recurrence.
Any financial or contractual remedies will be considered in line with our terms and conditions and applicable law.
Our Commitment to Fairness
We treat all complaints seriously and fairly. We will not tolerate rude or abusive behaviour towards our staff, but we recognise that customers may be upset or frustrated when things go wrong. We aim to listen carefully, respond respectfully, and resolve matters wherever we reasonably can.
We also use complaints to improve our services. Issues raised may be discussed internally, with any personal details handled in line with data protection requirements.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled confidentially and used only for the purpose of investigating and responding to your concerns, improving our services, and meeting our legal obligations. We will retain records of complaints for an appropriate period, in line with our data protection and retention policies.
Further Action
If, after following this Complaints Procedure, you still feel your concerns have not been addressed, you may wish to seek independent advice regarding your options. Nothing in this procedure affects your statutory rights or the terms of your contract with Storage Norbiton.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our storage and removal services.
