Storage Harrow Complaints Procedure
This Complaints Procedure explains how Storage Harrow will handle any concerns or complaints you may have about our storage or removal services. We are committed to dealing with all issues promptly, fairly and consistently, and to using feedback to improve our services.
Our commitment to you
We aim to provide a reliable and professional service for all storage and removal customers. If something goes wrong, we want to know about it so we can put matters right where possible and prevent similar issues in the future.
We will always try to:
Listen carefully to your concerns and treat you with respect at all times. Provide a clear point of contact for your complaint. Acknowledge your complaint within a reasonable timeframe. Investigate the issues thoroughly and impartially. Keep you informed about the progress of your complaint. Provide a clear outcome and explanation once our investigation is complete.
What counts as a complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether it is about our staff, our processes, our facilities, our vehicles, the condition of goods on arrival, or any other aspect of the service you receive from us.
You do not need to use the word complaint for us to treat it as one. If you tell us you are unhappy and would like us to look into something, we will follow this procedure.
How to raise a complaint
In the first instance, we encourage you to raise any concerns as soon as possible with the member of staff or team you have been dealing with. Many issues can be resolved quickly and informally, especially around booking, access, scheduling, packing, loading, unloading, or storage arrangements.
If your concern is not resolved informally, or you prefer to make a formal complaint from the outset, you can set out your complaint in writing. Please include the following information to help us deal with your concerns efficiently:
Your full name and any reference or booking number. The date and location of the service. A clear description of what went wrong. What you would like us to do to put matters right, where appropriate. Copies of any relevant documents or photographs that support your complaint.
Written complaints will be handled following the stages below.
Stage one: Acknowledgement
Once we receive your complaint, we will record it in our complaints register and allocate it to an appropriate member of our management team.
We will normally acknowledge your complaint within a reasonable period of time. In this acknowledgement we will confirm that we have received your complaint and explain the next steps in the process.
Stage two: Investigation
A manager will investigate your complaint in an objective manner. Depending on the nature of the issue, this may include:
Reviewing your booking details, service notes and any relevant agreements. Checking vehicle logs, storage records and access logs where applicable. Speaking with staff members involved in your move or storage arrangements. Reviewing any photographs, video or written evidence you have provided. Inspecting storage units, packing materials, or equipment where relevant.
We may contact you during the investigation if we need further information or clarification about any aspect of your complaint.
Stage three: Response and outcome
Once the investigation is complete, we will provide you with a written response. This response will normally include:
A summary of your complaint and the key issues raised. An outline of the steps we took to investigate. Our findings based on the evidence available. Our decision on whether your complaint is upheld in full, in part, or not upheld. Any actions we propose to take, such as a practical remedy, service improvement, or other form of resolution, where appropriate.
We aim to respond within a reasonable timeframe. If the investigation is likely to take longer than expected, we will let you know and provide an updated timescale.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint at the initial stage, you may request that the decision be reviewed. Your request should explain why you disagree with the outcome and provide any additional information you would like us to consider.
A more senior member of our management team will then review the complaint, the investigation and the original response. They may decide to speak with you directly, review additional evidence, or ask further questions of staff involved.
Following this review, we will provide you with a final written response. This will confirm whether our original decision is upheld or varied, and will set out the reasons for the final decision.
Time limits for raising complaints
We recommend that you raise any complaint as soon as possible after the issue occurs. For services such as removals, packing, and transport, complaints should be raised promptly once you become aware of any problem, such as damage, loss, or delays. For storage services, you should contact us as soon as you notice an issue during access or on collection of your goods.
Raising your concerns promptly helps us to investigate more effectively and increases the likelihood of a satisfactory resolution.
Confidentiality and data protection
All complaints will be handled in confidence and in accordance with applicable data protection laws. Information about your complaint will only be shared with staff who need it to investigate and respond. We will store complaint records securely and only for as long as necessary, in line with our retention policies.
Using complaints to improve our services
We review complaints regularly to identify patterns, recurring issues, and opportunities to improve how we deliver and manage our storage and removal services. This may include changes to staff training, procedures, communication, packing standards, handling methods, scheduling, or facilities.
By following this Complaints Procedure, we aim not only to resolve individual issues but also to provide a consistently dependable service to all our customers.
