Complaints Procedure for Storage Tooting Customers
Storage Tooting is committed to providing a reliable and professional service for all customers using our storage and removal solutions. We recognise that, on occasion, things may go wrong. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve problems quickly, fairly, and transparently. Every complaint is taken seriously and is treated as an opportunity to review and improve our storage and removal services. We will always aim to:
Listen carefully to your concerns, understand the issue, and treat you with respect and professionalism.
Acknowledge your complaint promptly and keep you informed throughout the process.
Investigate the facts thoroughly and objectively.
Offer a clear response, including any proposed resolution, within reasonable timeframes.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, or service standards where you would like a response or resolution. This may relate to, for example:
The quality of our storage facilities or removal services.
Delays, missed arrangements, or handling of your items.
The behaviour or attitude of our staff or contractors.
The clarity and accuracy of our information, documentation, or charges.
We encourage you to raise any issue as soon as possible so we can address it while the details are still clear.
How to Make a Complaint
You can make a complaint in writing or by speaking to a member of our team. If you raise a concern verbally, we may ask you to confirm the key details in writing so that we can ensure accuracy and keep a clear record.
Please provide as much information as possible, including:
Your full name and any relevant booking or account references.
The date and location of the issue, and the service involved, for example storage unit hire or removal service.
A clear description of what went wrong and how it has affected you.
Any steps you have already taken to resolve the matter with our staff.
What outcome or remedy you are seeking, if you have a specific resolution in mind.
Stage One – Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, please speak with the staff member you have been dealing with or the on-site supervisor. They will listen to your concerns and try to resolve the matter promptly.
Where an informal solution is agreed, we will confirm what has been decided and any actions we will take. If you are not satisfied with the informal outcome, or feel unable to raise the matter with the local team, you may move to the formal complaint stage.
Stage Two – Formal Complaint
If your concern cannot be resolved informally, you may make a formal complaint. When we receive your formal complaint, we will:
Acknowledge receipt of your complaint and confirm that it is being treated as a formal complaint.
Review the details you have provided and, where necessary, ask you for further information or clarification.
Appoint a suitable member of the management team to investigate the matter. This will usually be someone who was not directly involved in the original issue.
We aim to provide a full written response within a reasonable timeframe. If the matter is complex and we need more time, we will let you know and provide an updated timescale.
How We Investigate Complaints
Our investigations are designed to be fair, thorough, and proportionate to the issue raised. Depending on the nature of your complaint, this may include:
Reviewing relevant booking records, service notes, and internal communications.
Speaking with staff members, drivers, or operatives involved in your storage or removal service.
Checking any applicable terms and conditions, policies, or service standards.
Inspecting the storage area or reviewing any incident reports where relevant.
Once we have completed our investigation, we will explain our findings and the reasons for our conclusions.
Our Response and Possible Outcomes
When we respond to your complaint, we will clearly set out:
What we understand your complaint to be about.
The steps we have taken to investigate the matter.
Our decision and the reasons for it.
Any actions we will take to put things right where appropriate.
Possible outcomes may include an explanation, an apology, corrective action, or other appropriate remedies in line with our terms and conditions and any applicable legal obligations.
If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you may ask for a further review by a senior manager, explaining why you are unhappy with the outcome and what you believe has not been addressed. We will consider whether any additional information or perspective changes the conclusion, and we will provide a final response setting out our position.
Confidentiality and Data Protection
All complaints are handled in confidence. Details are only shared with staff who need the information to investigate and resolve the issue. We handle and store personal information in line with our data protection obligations and retain complaint records only for as long as necessary for operational and legal purposes.
Using Complaints to Improve Our Services
We regularly review complaint outcomes and feedback to identify learning points and trends. This helps us improve our storage and removal processes, staff training, and customer information. By raising your concerns with us, you are helping us to provide a more reliable and consistent service to all customers.
Accessibility and Assistance
If you need help to make a complaint, or require this procedure in an alternative format, please let us know. We will make reasonable efforts to support you so that you can explain your concerns clearly and participate in the process.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure that it remains clear, effective, and appropriate for the range of storage and removal services we provide. We may update it from time to time to reflect changes in our operations or in relevant regulations.
