Storage Sanderstead Complaints Procedure
Storage Sanderstead is committed to providing reliable storage and removals services and to resolving any problems quickly and fairly. 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.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear, accessible route to raise concerns about any aspect of our storage, moving or related services. It sets out the standards we aim to meet when dealing with complaints and helps us identify opportunities to improve our service.
This procedure applies to all customers of Storage Sanderstead, including those using our storage facilities, home or business removals, packing, loading and related services.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This can include, for example:
Concerns about the quality or timing of a removal or storage service.
Issues with how your belongings were handled, collected, transported or stored.
Concerns about communication, staff behaviour or administration of your booking.
Disputes regarding charges, invoices or agreed services.
You do not need to use the word complaint for this procedure to apply. If you tell us you are unhappy and want us to put something right, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint to Storage Sanderstead in any reasonable written form, such as a letter or online message. Please provide as much information as possible, including:
Your full name and, where relevant, the name of the person or business on the booking.
Any reference number linked to your storage unit or removal service.
The date and location of the service and a clear description of what went wrong.
Details of any losses, damage or inconvenience suffered.
What outcome or resolution you are seeking, where this is known.
Providing clear information at the start helps us investigate and respond more effectively, especially for time-sensitive matters such as moves or storage access.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern as soon as possible with the member of staff you have been dealing with or with the relevant supervisor. Many issues, particularly during or immediately after a move, can be resolved quickly at this stage.
We will aim to acknowledge your complaint promptly and, where possible, provide an immediate explanation or solution. If we cannot resolve it straight away, we will explain what we need to do and the likely timescale for a fuller response.
Stage Two: Formal Complaint Review
If you are not satisfied with the outcome at Stage One, or if the issue is more serious or complex, you may escalate your complaint to a formal review.
At this stage, your complaint will be reviewed by a manager who has not been directly involved in the original matter wherever possible. They will:
Review the details of your complaint and any previous responses.
Consider relevant documents, booking information and service records.
Speak with any staff members involved in providing your removal or storage service.
Ask you for further information where needed to clarify any points.
We will aim to provide a written response within a reasonable period, taking into account the nature and complexity of the complaint. If we need more time to investigate, we will tell you and provide an updated timescale.
Our Response and Possible Outcomes
When we respond to a complaint at the formal review stage, we will explain:
What we have investigated and the information we have considered.
Our findings in relation to each main point you have raised.
Whether your complaint is upheld in full, in part, or not upheld.
Any steps we propose to resolve the matter, which may include actions such as an explanation, an apology, corrective work or a financial adjustment, where appropriate and in line with our terms and conditions.
We will also explain any further options available to you if you remain dissatisfied.
Time Limits for Complaints
We ask that complaints be raised as soon as reasonably possible after the event, particularly where they involve a move, delivery or collection, so that we can investigate while information is still fresh and relevant records are readily available.
Specific time limits for reporting loss or damage to goods may apply under our contract terms and any insurance arrangements. You should refer to your agreement and related documents for full details, as these may affect what remedies are available.
Fair Handling and Confidentiality
All complaints are treated seriously and handled in a fair and impartial way. Making a complaint will not affect your right to receive our services or the way we treat you as a customer.
We will only share information about your complaint with those who need it to investigate, respond or implement any agreed outcome. We will handle your personal data in line with applicable data protection requirements.
Using Complaints to Improve Our Services
We view feedback and complaints as an important source of learning. Where we identify recurring issues or areas where our storage or removals services can be improved, we will consider changes to our processes, training or systems.
We may keep anonymised records of complaints to help us monitor performance and identify trends that affect our customers.
Review of this Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the full range of storage and removal services offered by Storage Sanderstead. We may update it from time to time to reflect changes in our services or in relevant regulations and best practice.
If you have any questions about this Complaints Procedure or how it applies to your situation, you may raise them at the same time as your complaint or before submitting a formal concern.
