Storage Lamorbey Complaints Procedure
Storage Lamorbey is committed to providing a reliable, professional service for all storage and removal customers. We recognise that sometimes things can go wrong, and when they do, we want to know about it so we can put matters right quickly and improve our service. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve your complaint fairly and efficiently.
Purpose of this Complaints Procedure
The purpose of this procedure is to set out a clear and straightforward process for handling complaints about our storage and removal services. It applies to all customers who use our services, whether for domestic or business purposes. Our aims are to make it easy for you to tell us if you are unhappy, to respond within reasonable timescales, to treat you with respect at all times, and to use your feedback to improve how we operate.
What We Define as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, contractors, or the way we have handled your enquiry or booking, where a response is expected. This may relate to storage arrangements, access to units, removals, packing, collection and delivery, handling of goods, billing and payments, or communication before, during, or after your move or storage period.
We also welcome general feedback, comments and suggestions. If you are providing feedback only, please make this clear. If you want us to treat your contact as a formal complaint, please state that you are making a complaint so we can follow this procedure.
How to Make a Complaint
You can raise a complaint using any of the following methods:
In writing, explaining what went wrong and how you would like us to resolve the issue.
In person, by speaking with a member of our team at our premises so they can record the details of your complaint.
By using any contact method already available to you from your booking or agreement documents.
When making a complaint, please provide as much information as you can, including your full name, your storage or removals reference if you have one, the date and nature of the service, a clear description of the issue, any supporting information such as photographs or inventory lists, and details of any steps already taken to try to resolve the matter.
Our Complaint Handling Stages
We operate a simple, staged process to ensure your complaint is handled thoroughly and consistently.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and carry out an initial review. We aim to acknowledge your complaint within a reasonable timeframe, normally within a few working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in our investigation.
Where possible, a member of staff directly involved with your booking or storage agreement will review the matter first. If your complaint relates to that person, another member of the team or a manager will take responsibility.
Stage Two: Investigation and Response
We will then investigate your concerns fully. This may involve reviewing your booking details and signed documents, checking any removal inventory or condition reports, asking staff or contractors for explanations, reviewing any available records such as access logs, and considering any evidence you have provided.
Once we have completed our investigation, we will provide a written response. We aim to do this within a reasonable period, usually within 28 days of receiving your complaint, although complex matters may take longer. If we need more time, we will let you know, explain why and provide an updated timescale.
Our response will set out our understanding of your complaint, the steps we have taken to investigate it, our findings and conclusion, and any actions we propose to resolve the matter. Where appropriate, this may include an apology, corrective action, or another form of resolution that is fair and proportionate.
Stage Three: Escalation and Further Review
If you are not satisfied with our Stage Two response, you can ask for your complaint to be reviewed again. You should do this as soon as possible after receiving our decision and explain why you remain unhappy or what you believe has not been addressed.
A more senior member of our team, not previously involved in the complaint, will review both your original complaint and our handling of it. They may contact you for further information or clarification. Following this review, we will provide a final written response setting out our position and any further steps we can reasonably take.
Timescales and Communication
We aim to deal with all complaints as quickly as possible while ensuring a thorough and fair investigation. Response times will depend on the nature and complexity of the complaint, particularly where storage inventories, removal schedules, or third party contractors are involved.
We will keep you informed of progress, especially if there is likely to be a delay. You are welcome to contact us for an update at any stage, quoting any reference number we may have provided.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. Records of complaints are stored securely and retained only for as long as necessary for legitimate business and legal purposes.
Our Commitment to Fairness
We treat all complaints seriously and aim to resolve them fairly, regardless of the value of the storage or removal job involved. We will listen to your concerns without prejudice, consider all available evidence, and remain open to reasonable solutions. We do not tolerate abusive, threatening or discriminatory behaviour towards our staff, and we expect all communication to be respectful so that issues can be resolved constructively.
Learning From Complaints
Complaints are an important source of feedback. We regularly review complaint records to identify any patterns or recurring issues in our storage and removals operations. Where we identify areas for improvement, we may implement changes to our procedures, staff training, communication materials, or service standards. By doing this, we aim to reduce the likelihood of similar problems arising in future and to continually improve the experience for our customers.
Alternative Options
If, after following our complaints procedure, you remain dissatisfied, you may have the option to seek independent advice or explore external dispute resolution routes that may be available to you. Any such steps are in addition to, and not a replacement for, our own internal procedures.
We appreciate you taking the time to tell us when something has gone wrong. Your comments help us maintain and improve the quality of our storage and removal services.
