Storage Spitalfields Complaints Procedure
Storage Spitalfields is committed to providing a reliable and professional service for all storage and removal customers. This complaints procedure explains how you can raise a concern, how we will respond, and what steps are available if you are not satisfied with the outcome. We review all complaints carefully to improve our services and maintain high standards of customer care.
Purpose of this complaints procedure
The purpose of this procedure is to give you a clear and fair process for raising any dissatisfaction with our storage or removal services. This includes, but is not limited to, concerns about customer service, handling of goods, collection or delivery arrangements, documentation, invoicing, access to stored items, or any part of the moving and storage process.
This procedure applies to all customers who use our services for personal or business storage, removals, or related support such as packing or transport of belongings.
What we consider a complaint
A complaint is any expression of dissatisfaction from a customer about our services, whether it is justified or not, where a response or resolution is expected. You may wish to complain if you feel that:
Our service quality has fallen below what was agreed or reasonably expected.
You have experienced delays or issues with a removal or storage booking.
Your goods have not been handled with appropriate care.
Our staff have been unhelpful or have not communicated clearly.
Information you received about our services, charges or terms was unclear or inaccurate.
Your previous concerns have not been addressed properly.
How to make a complaint
You can make a complaint in writing or verbally. Written complaints are generally easier for us to review in detail, but we will accept complaints in whichever way is most convenient for you.
When submitting a complaint, please provide as much information as possible, including:
Your full name and, if applicable, company name.
The date of your storage or removal service, or your booking reference if available.
A clear description of what went wrong and when it happened.
Any steps that have already been taken to resolve the issue.
What outcome or resolution you are seeking.
This information helps us investigate your complaint quickly and thoroughly.
Our initial response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. We will confirm that your complaint has been logged and is being reviewed. Where possible, we will provide you with the name or role of the person responsible for handling your complaint.
If we require further information or clarification, we may contact you to ask for additional details. This allows us to understand the situation accurately and ensure that any investigation is fair and balanced.
Investigation and review
Your complaint will be investigated by a member of management or an appropriate senior member of staff who was not directly responsible for the issue you have raised. This helps us to review the matter objectively.
During the investigation we may:
Review your booking information and account records.
Check relevant correspondence and service notes.
Speak to staff involved in the storage or removal service.
Assess any policies or procedures that may be relevant to your concerns.
We aim to complete our investigation and provide a reasoned response within a reasonable period. If we anticipate any delay, we will inform you and let you know when you can expect a full reply.
Our decision and proposed resolution
After we have completed our investigation, we will set out our findings and explain our decision. Where we find that our service has fallen short, we will apologise and explain what we intend to do to put matters right, where this is appropriate and possible.
Possible outcomes may include:
A clear explanation of what happened and why.
Corrective action to address any ongoing issues with your storage or removal arrangements.
Amendments to our procedures or staff training to reduce the likelihood of a similar issue occurring again in future.
Any other appropriate resolution that is fair in the circumstances.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint or feel that it has not been handled fairly, you may ask for your complaint to be reviewed at a higher level within Storage Spitalfields. A senior manager, who has not previously been involved in the case, will re-examine your complaint and our initial response.
The senior review will consider all information available and decide whether our original decision and proposed resolution were reasonable. You will be informed of the result of this review and the reasons for it.
Complaints relating to removals and storage of goods
For complaints specifically related to the handling, transport, storage or delivery of goods, including concerns about damage, loss or delays, we may need to refer to the relevant terms and conditions that applied to your booking. These terms may include time limits for reporting issues, evidence requirements and any applicable limitations of liability.
Where relevant, we may ask you to provide photographs, inventory notes or other supporting information to help us understand the nature and extent of any alleged damage or loss. Prompt reporting of such issues will help us investigate effectively and work towards a fair outcome.
Using this procedure fairly
We aim to treat all complaints seriously, consistently and with respect. We also expect our staff to be treated respectfully. If a complaint is made in a way that is abusive or threatening, we may need to set reasonable boundaries around further contact, while still attempting to address genuine concerns.
This complaints procedure is intended to be clear and accessible and to support a constructive approach to resolving problems. Using this process does not affect any rights you may have under applicable laws.
Continuous improvement
We regularly review complaints and feedback to identify patterns, areas for improvement and opportunities to enhance our storage and removal services. By raising a complaint, you are helping us to understand where our services can be improved, and we appreciate the time taken to bring issues to our attention.
Storage Spitalfields is committed to resolving complaints fairly and promptly, and to learning from them so that we can continue to offer a reliable and professional service to all customers.
