Complaints Procedure for Storage Morden Park
This complaints procedure explains how Storage Morden Park manages concerns and complaints about our storage facilities and related removal services. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve our service for all customers.
1. Purpose of this Complaints Procedure
This procedure sets out a clear and accessible route for customers to raise concerns about any aspect of our storage or removal services. It covers how to make a complaint, how we will respond, the timescales involved, and what you can do if you are not satisfied with the outcome.
This procedure applies to all customers using our services, including short term and long term storage users, removal and collection customers, and any person authorised to act on their behalf.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services or the way they have been delivered. This can include issues relating to storage units, access arrangements, conduct of staff, removal or delivery services, billing and charges, handling of property, or the information and communication you have received from us.
We treat all complaints seriously, whether they are made informally or through our formal process. We encourage customers to raise issues at the earliest opportunity so that we can resolve them promptly.
3. Informal Resolution in the First Instance
If you experience a problem, we encourage you to speak to a member of staff at the earliest opportunity. Many concerns can be resolved quickly and informally through discussion with the team member responsible for the service you are using, for example the storage team on site or the coordinator for your removal booking.
Where an issue is resolved at this stage, we will usually make a note for our records. If you are not satisfied with the informal response, or prefer not to discuss the matter informally, you may proceed to the formal complaints process.
4. How to Make a Formal Complaint
You may make a formal complaint in writing or verbally. Written complaints are preferred as they allow us to keep an accurate record and ensure all points are addressed. When submitting a complaint, please provide the following information where possible:
Full name and any relevant account or booking reference
Date of the incident or issue
Details of the service involved, such as storage unit reference or removal booking details
A clear description of what went wrong and how it has affected you
Details of any staff members involved, if known
Any steps you have already taken to resolve the matter
What outcome you are seeking
We will treat all complaints with respect and confidentiality, and will only share details with staff who need to be involved in the investigation and response.
5. Acknowledgement and Response Timescales
Once we receive your formal complaint, we will acknowledge it as soon as reasonably possible. We will review the information provided and may contact you to clarify any details or request further information.
We aim to provide a full written response within a reasonable period, usually within twenty working days. If for any reason we are unable to respond within this timescale, we will inform you of the delay, explain the reasons, and provide a revised timescale for our response.
6. How We Investigate Complaints
Your complaint will be investigated by an appropriate member of our management team who is not directly involved in the matter raised, wherever practical. The investigation may include:
Reviewing your account and booking records
Checking correspondence and service notes
Speaking with staff members involved
Inspecting any relevant storage areas or vehicles
Assessing any damage or loss reports, where applicable
We will consider all information objectively and aim to reach a fair and reasonable conclusion based on the facts available.
7. Our Response and Possible Outcomes
When the investigation is complete, we will write to you with our findings. Our response will explain:
What we have understood from your complaint
The steps taken to investigate the matter
Our decision and the reasons for it
Any actions we will take to put things right where appropriate
Any changes we intend to make to prevent similar issues in future
Where we uphold your complaint, remedies can include an explanation, an apology, corrective action to our services, or other appropriate resolution measures in line with our terms and conditions.
8. If You Are Not Satisfied with the Outcome
If you are not satisfied with our response, you may ask for your complaint to be reviewed. You should outline why you remain dissatisfied and what you believe has not been addressed. A more senior member of our team will then review the handling and outcome of your complaint, taking account of any additional information you provide.
Following this review, we will issue a final response setting out our position. This will complete our internal complaints process.
9. Complaints Relating to Removal Services
Where your complaint relates to removal or transport services connected to your storage, it will be handled under this same procedure. This includes concerns about collection or delivery arrangements, handling of items, punctuality, behaviour of crew members, or any damage and loss issues reported in line with your contract.
We may request supporting evidence such as photographs, inventories, or condition reports to help us assess any issues relating to property. Claims for loss or damage will be considered in line with our terms of business and any applicable insurance provisions.
10. Recording and Using Complaints to Improve
We maintain a record of formal complaints, the investigations carried out, and the outcomes reached. This information is reviewed periodically to identify patterns, recurring issues, or areas where our storage and removal services can be improved.
Where appropriate, we may introduce additional staff training, amend procedures, update information provided to customers, or make operational changes to help prevent similar concerns from arising in future.
11. Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information is stored securely and processed in accordance with relevant data protection principles. We will only share your information with staff and third parties where it is necessary for investigating and resolving your complaint or where we are required to do so by law.
12. Review of This Procedure
This complaints procedure is reviewed from time to time to ensure it remains clear, effective and in line with our legal and regulatory obligations. The version available on our legal and policy information pages will always be the most up to date.
By setting out this process, Storage Morden Park aims to provide customers with a clear understanding of how to raise concerns and how we will work to resolve them fairly and transparently.
