Storage Hackney Marshes Complaints Procedure
Storage Hackney Marshes is committed to delivering reliable storage and removal services and to dealing with any concerns fairly, consistently and as quickly as possible. This Complaints Procedure explains how to raise a complaint, how we will handle it, and what you can expect from us at each stage.
Purpose and scope
This procedure applies to complaints about our storage facilities, our removal and moving services, our staff, and the way we have delivered or managed any part of our service. It is designed to give you a clear route to have your concerns heard, investigated and resolved wherever possible.
We welcome feedback, including complaints, because it helps us put things right and improve the way we operate.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to investigate and respond. This may include issues such as:
Service quality, including collection, handling or delivery of items
Condition, access or management of storage units
Charges, invoicing, or information you were given about pricing
Conduct, attitude or communication of our staff or contractors
How we have handled a previous query or concern
We distinguish complaints from routine queries or requests. If you are unsure, raise your concern and we will tell you whether it will be treated as a complaint under this procedure.
How to make a complaint
You can make a complaint in writing or verbally. To help us understand and resolve your complaint, please provide:
Your full name and the name of any account or booking
Details of the service you used, such as storage or removals
A clear description of what went wrong and when it occurred
Any relevant reference numbers and information about staff you dealt with
What you would like us to do to put things right
If your complaint is made by someone acting on your behalf, we may need confirmation that you have authorised them to represent you.
Informal resolution
Where possible, we encourage you to raise your concern with the member of staff you have been dealing with or the on-site team. Many complaints can be resolved quickly and informally, for example by clarifying information, correcting an error or arranging a practical solution.
If you are not satisfied with the outcome of an informal discussion, or if you prefer not to raise it informally, you may begin the formal complaints process at any time.
Stage 1: Formal complaint
Once we receive your formal complaint, we will:
Acknowledge that we have received it and confirm that it is being treated as a complaint under this procedure
Record the complaint in our internal system for monitoring and review
Allocate the complaint to an appropriate member of staff or manager who was not directly involved in the events complained about, where practical
We will normally aim to provide a full written response within a reasonable time frame from acknowledging your complaint, depending on the complexity of the issues and the availability of any information we need to review. If we need longer, we will explain why and tell you when you can expect a full reply.
Investigation and response
During our investigation we may:
Review relevant records, service notes and any contracts or terms agreed
Speak with staff or contractors involved in providing the service
Ask you for further information or clarification if required
Once the investigation is complete, we will provide a response setting out:
Our understanding of your complaint
The steps we have taken to investigate the matter
Our findings and whether your complaint is upheld in full, in part or not upheld
Any actions we will take to put things right, such as correcting mistakes, offering a remedy where appropriate, or changing the way we work
Any learning points or service improvements identified
Stage 2: Escalation and review
If you are not satisfied with the Stage 1 response, you may request that your complaint be reviewed at Stage 2. When you ask for escalation, please explain why you remain dissatisfied and what outcome you are seeking.
At Stage 2 we will arrange for a more senior manager, or someone not previously involved, to review:
The original complaint
How the Stage 1 investigation was carried out
The response you received and any proposed resolution
Following this review, we will provide a further written response, again within a reasonable period. This will be our final position under this internal procedure.
Outcomes and possible remedies
Depending on the circumstances, outcomes to a complaint may include:
An explanation or clarification of what happened and why
An apology where we have made a mistake or not met our standards
Practical steps to correct errors or oversights in our storage or removal services
Changes to internal processes, training or communication
Any other remedy we consider fair and appropriate in line with our terms and relevant law
Unreasonable or abusive behaviour
We understand that complaints can arise from stressful situations, especially when personal belongings and moving arrangements are involved. However, we expect all customers and representatives to treat our staff with respect.
We may decide to restrict or manage contact with individuals whose behaviour is abusive, threatening, or persistently unreasonable. Any such decision will be taken fairly and only after careful consideration.
Data protection and confidentiality
All complaints will be handled in line with applicable data protection requirements. Information will be shared internally only with those who need it to investigate and respond to your complaint, and will be retained only for as long as necessary for those purposes and for our legitimate business needs.
Continuous improvement
We regularly review complaints to identify trends, recurring issues and opportunities to improve our storage and removals services. By using this procedure, you help us understand where we can do better and provide a more reliable and efficient service to all customers.
This Complaints Procedure does not affect your statutory rights or any rights you may have under relevant consumer or contract law.
