Storage Kew Complaints Procedure
Storage Kew is committed to providing reliable storage and removal services and to resolving any concerns promptly and fairly. This complaints procedure explains how you can raise an issue, what you can expect from us, and how we will work with you to reach a resolution.
Purpose of this Complaints Procedure
The purpose of this procedure is to offer a clear, transparent process for handling complaints about our storage, removal, packing, and related services. It applies to all customers, whether you are using our services for a household move, business relocation, or longer-term storage of goods.
Our aims are to:
Provide a straightforward way for you to tell us when something has gone wrong.
Ensure your complaint is treated seriously, respectfully, and in confidence.
Investigate matters thoroughly and respond within reasonable timescales.
Use the outcome of complaints to improve our services and internal processes.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or how we have carried out our work, whether you consider the issue to be minor or serious. This may include concerns about:
The standard or quality of storage or removal services.
Damage, loss, or suspected loss of goods while in our care.
Delays, missed appointments, or late arrivals of vehicles or crews.
Conduct, attitude, or professionalism of our staff or contractors.
Accuracy of invoices, quotations, or other documentation.
The way we have handled a previous complaint or enquiry.
You can raise a complaint even if you are unsure whether you wish to seek compensation or any particular remedy. We encourage you to tell us as soon as you believe something is not right.
How to Make a Complaint
You can make a complaint in writing or verbally. While we will always try to assist if you choose to speak to us, we may ask you to confirm certain details in writing so that we have a clear record of the issue.
When submitting a complaint, please provide the following information where possible:
Your full name and the name of any business or organisation linked to the booking.
Dates of the services you booked, such as collection, transit, storage, or delivery.
A description of what went wrong, including times, locations, and any relevant crew or vehicle details.
Any photographs, inventory lists, or documents that support your concerns, particularly for damaged or missing items.
Details of how you would like us to resolve the matter, for example an explanation, corrective action, or review of charges.
You should raise your complaint as soon as possible so that we can investigate while details are still fresh and records are readily available.
Our Complaints Handling Process
We aim to manage all complaints in a consistent way. Our process will usually follow these stages:
Acknowledgement: Once we receive your complaint, we will acknowledge it within a reasonable period. We will confirm that we have recorded your concerns and explain the next steps.
Initial Review: A member of our team will review the information you have provided, along with any internal records such as booking details, crew reports, vehicle logs, and storage documentation.
Investigation: For more complex matters, we may speak to the staff involved, review CCTV footage where available, inspect storage units or vehicles, or request further information from you to clarify the issues raised.
Response: After we have completed our investigation, we will provide you with a written response explaining our findings, any conclusions we have reached, and what we propose to do to resolve the matter.
Follow-up: If you remain dissatisfied, you can ask for your complaint to be reviewed by a more senior member of our management team, who will reassess the matter and provide a final position wherever possible.
Timescales for Handling Complaints
We aim to resolve most complaints promptly. The time required will depend on the complexity of the case and the availability of all relevant information. As a general guide:
We will acknowledge your complaint within a reasonable time after receiving it.
We will usually aim to provide a full response or a clear update within a few weeks, particularly where investigations are required.
If we need more time, for example to trace items, consult third parties, or access archived records, we will keep you informed about progress and expected timescales.
Possible Outcomes and Remedies
Our primary objective is to put things right wherever we reasonably can. Depending on the nature and findings of the complaint, outcomes may include:
A clear explanation of what happened and why.
An apology where we recognise that we have fallen short of our standards.
Corrective action, such as re-delivery, additional packing support, or remedial work.
Review or adjustment of charges where appropriate and in line with our terms and conditions.
Recommendations for internal improvements, further staff training, or changes to procedures relating to storage or removals.
Any financial remedies will be considered in line with our contractual terms, service limitations, and any relevant insurance arrangements.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively and fairly, you are asked to:
Raise issues as early as possible.
Provide accurate and complete information, including supporting evidence where available.
Respond promptly to any reasonable requests for further details.
Communicate with our team in a respectful and courteous manner.
This helps us investigate thoroughly and reach a resolution more quickly.
Confidentiality and Data Protection
All complaints will be handled in confidence and in accordance with our data protection obligations. Information will only be shared internally with those who need it to investigate and resolve your complaint. We will retain records of complaints and outcomes for a reasonable period so that we can monitor performance, identify patterns, and improve our storage and removal services.
Continual Improvement
Storage Kew views complaints as a valuable source of feedback. We regularly review complaints data to identify recurring issues and opportunities to improve our processes, staff training, communication, and the way we deliver both storage and removals. By following this procedure and learning from every concern raised, we aim to provide a consistent, professional, and dependable service to all our customers.
