Storage Erith Complaints Procedure
This Complaints Procedure explains how Storage Erith manages and resolves concerns about our storage and removal services. Our aim is to deal with all complaints fairly, transparently, and as quickly as possible, while using your feedback to improve the way we operate.
Our Commitment to You
We are committed to providing reliable storage and removals support for customers moving home, relocating businesses, or storing items short or long term. If something goes wrong, we want to know about it so we can put things right and prevent similar issues in the future.
All complaints are taken seriously, regardless of how they are raised. We will always treat you with courtesy and respect and expect our team members to receive the same courtesy in return.
What This Procedure Covers
This procedure covers complaints relating to:
Issues with removal services, including collection, loading, transport, delivery, and offloading of goods.
Concerns about storage, including unit condition, access, billing, or account administration.
Customer service issues, such as communication, timeliness, or conduct of staff or contractors.
Disputes about charges, payments, or terms as they relate to services you receive from us.
This procedure does not cover matters that are already the subject of legal action, insurance claims handled solely by an insurer, or issues unrelated to services we have provided.
How to Raise a Complaint
If you are unhappy with any aspect of our storage or removal services, we encourage you to tell us as soon as possible so that we can try to resolve the issue quickly and informally.
When raising a complaint, please provide:
Your full name and any reference or agreement details you have.
A clear description of the problem and how it has affected you.
Relevant dates, such as move dates, storage start dates, or when the issue occurred.
Any supporting information, for example photographs, inventories, or correspondence.
The outcome you are seeking, such as an explanation, correction, or review of charges.
We will acknowledge your complaint and start reviewing the information you provide in line with the stages set out in this procedure.
Stage One: Initial Resolution
At the first stage, we aim to resolve complaints informally with the team member or department directly involved. For example, this may be the branch staff handling your storage account or the coordinator who arranged your removal service.
We will acknowledge your complaint and may contact you for further details if needed. In most cases, we aim to provide an initial response within five working days.
Where possible, we will try to agree a solution with you at this stage. This may include providing clarification, correcting an error, arranging a practical remedy, or offering an explanation and, where appropriate, an apology.
Stage Two: Escalation and Formal Review
If you are not satisfied with the outcome at Stage One, you can request that your complaint is escalated for a formal review. This will be carried out by a more senior member of our team who was not directly involved in the original matter wherever possible.
During the formal review we may:
Re-examine records relating to your moving or storage services.
Speak with staff, drivers, or contractors involved in your booking.
Review inventories, job sheets, access logs, and billing records.
Consider any further information you wish to provide.
We aim to complete the formal review and provide you with a written response within twenty working days of acknowledging your request for escalation. If additional time is needed due to the complexity of the case, we will let you know and keep you updated.
Our Response and Possible Outcomes
At the end of our investigation, we will explain:
What we have understood your complaint to be.
The steps we have taken to investigate the matter.
Our findings and the reasons for our decision.
Any actions we will take to put things right or to improve our services.
Possible outcomes may include an apology, explanation, corrective action, review of procedures, or, where appropriate, a financial adjustment in line with our terms and any applicable insurance or liability limits.
Time Limits for Raising Complaints
To help us investigate effectively, complaints about removal services should ideally be raised as soon as possible after the move or delivery. Concerns about storage and account management should be raised within a reasonable time of you becoming aware of the issue.
Delays in raising a complaint may make it more difficult to obtain information or evidence, particularly in relation to previous moves, storage arrangements, or third-party services.
Information, Privacy, and Recording
We keep records of complaints and how we have handled them. This helps us monitor performance, identify patterns, and improve our storage and removal services.
Your personal information will be handled in line with our privacy commitments and only used for the purposes of managing your complaint, improving our services, and meeting any regulatory or legal obligations.
Further Review
If you remain unhappy after completing our internal complaints procedure, you may have the option to seek independent advice or explore alternative dispute resolution, depending on the nature of the issue and the agreements in place. Any applicable external routes for further review may be set out in your contract or associated service documents.
Continuous Improvement
We value feedback from customers using storage units, packing services, and removal support. Complaints are an important source of information that helps us refine scheduling, handling, communication, and security measures.
By following this Complaints Procedure, we aim to resolve issues fairly and consistently while maintaining trust in our services for households and businesses relying on Storage Erith for secure storage and reliable removals.
