Storage Norbury Complaints Procedure
This Complaints Procedure explains how Storage Norbury handles concerns and complaints about our storage, removals and related services. Our aim is to resolve issues quickly, fairly and consistently, and to use the feedback we receive to improve our services.
Our Commitment
We are committed to providing a reliable and professional service, whether you are using us for storage only or as part of a removals or relocation arrangement. If something goes wrong, we want to know about it so that we can put it right whenever possible and prevent similar issues from happening again.
We treat all complaints seriously, investigate them thoroughly and respond in clear, straightforward language. We will always handle your information sensitively and in line with our privacy practices.
What This Procedure Covers
This procedure covers complaints about:
Service quality, including collection, handling, packing or loading of items, access to storage units and the general standard of facilities. Conduct and behaviour of our staff, contractors or representatives. Administration issues, including billing, paperwork, booking arrangements, scheduling and communication. Any other concern about the way Storage Norbury has provided or managed its services.
This procedure does not cover issues that are solely about contractual or legal disputes that are already subject to legal proceedings, or matters that fall under the responsibility of third parties not controlled by Storage Norbury.
Who Can Complain
Any customer of Storage Norbury, including individuals and businesses using our storage or removals-related services, can raise a complaint. A complaint can also be made by someone acting with your permission, such as an authorised representative.
How To Make A Complaint
You may raise a complaint in writing or verbally. To help us deal with your concerns efficiently, please provide:
Your full name and any reference details connected with your booking or storage agreement. A clear description of what has happened, including relevant dates and times where known. Details of any staff or contractors involved, if applicable. Information about any steps you have already taken to resolve the issue. What outcome you are seeking, where you have a preferred resolution in mind.
We encourage you to raise your concern as soon as possible after the event so that we can investigate while information is still recent and easier to confirm.
Stage One: Informal Resolution
In the first instance, we ask that you raise your concern with the member of staff you have been dealing with, or with the on-site supervisor or manager. Many issues can be resolved quickly at this stage through discussion, clarification or a simple correction.
We will aim to acknowledge your concern promptly and provide an initial response as soon as reasonably possible. If the matter can be resolved immediately, we will explain what we will do and when. If we need more time to review the situation, we will let you know and keep you updated.
Stage Two: Formal Complaint
If you are not satisfied with the response at the informal stage, or if the issue is more serious or complex, you may submit a formal complaint. When you do so, please state clearly that you wish your concern to be treated as a formal complaint under this procedure.
Once a formal complaint is received, it will be logged and passed to a manager with appropriate authority to review it. We will acknowledge your complaint within a reasonable period and let you know the next steps in the process.
Investigation Process
The manager or designated investigator will review all relevant information, which may include:
Details provided in your complaint. Internal records, such as booking information, inventory records, access logs or notes kept by staff. Statements or explanations from staff or contractors involved. Any photographs, delivery records or other documents that help clarify what happened.
We may contact you if we need more information or clarification. The investigation will aim to be thorough, impartial and proportionate to the nature of the complaint.
Our Response
After the investigation, we will provide a written response that will usually include:
A summary of your complaint and the issues considered. The findings of our investigation. Our decision on whether the complaint is upheld in full, in part, or not upheld. Any actions we will take to put things right, where appropriate. Any steps we will take to improve our services or procedures in light of your feedback.
We will aim to respond within a reasonable timeframe. If we are unable to meet this timescale, we will let you know and explain why more time is needed.
Possible Outcomes
Depending on the circumstances, outcomes may include one or more of the following:
An explanation or clarification of what happened. An apology where we have made a mistake or fallen short of our usual standards. Practical steps to correct an error or service failure where possible. Internal changes, such as staff training or process improvements, designed to prevent similar issues in future.
Any financial or contractual remedy will be considered in line with the terms and conditions of your agreement and any applicable law.
Escalation
If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated for further review. You should explain why you are not satisfied and what additional outcome you are seeking. A more senior manager will review the handling of your complaint and the decision reached.
Following this final internal review, our position will normally be considered final. We will tell you when our internal process has been exhausted and what further options may be open to you externally, where applicable.
Confidentiality and Data Protection
We will handle your complaint and any personal information you provide in confidence and in accordance with our data protection responsibilities. Information will only be shared with those who need it to investigate and resolve your complaint or where we are required to do so by law.
Using Complaints To Improve Our Service
Storage Norbury values all feedback. Complaints are reviewed regularly to identify patterns, recurring issues or areas where additional staff training or operational changes may be needed. This helps us to maintain and improve the standards of our storage and removals-related services and to provide a better experience for all customers in the future.
