Storage Rotherhithe Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about any aspect of Storage Rotherhithe services, including storage, removals, collections, and deliveries, and how those concerns will be handled. Our aim is to resolve issues fairly, consistently, and as quickly as possible.
Our commitment to resolving complaints
We are committed to delivering a reliable, careful, and professional storage and removal service. If something goes wrong, we want to know so we can put it right, learn from it, and improve our service. All complaints are taken seriously, treated with respect, and handled in line with this procedure.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, our contractors, or our processes. This may include, but is not limited to:
Concerns about collection or delivery timescales for removal or storage services.
Issues with the condition, handling, or security of items placed in storage.
Concerns about conduct, behaviour, or communication from staff or contractors.
Disputes about charges, invoicing, or the terms of your storage or removal agreement.
Issues relating to booking, access, or the administration of your account.
How to make a complaint
You can make a complaint in writing or verbally. While we accept complaints in any format, we recommend that you put your complaint in writing where possible so that there is a clear record of the issues you wish to raise.
When submitting a complaint, please provide:
Your full name and any reference or booking number, if available.
A clear description of what has gone wrong and when it occurred.
Details of the service involved, for example storage, removals, packing, or transport.
Any steps you have already taken to resolve the issue informally.
What outcome you are seeking, for example an explanation, correction, apology, or review of charges.
Stage 1: Informal resolution
Where possible, we encourage customers to raise concerns at the earliest opportunity with the member of staff or team managing their booking. Many issues can be resolved quickly and informally through discussion and clarification.
At this stage, we will:
Listen to your concerns and clarify the facts.
Try to resolve the matter immediately, or within a short timescale.
Explain any actions we can take and any limitations that may apply.
If you are not satisfied with the outcome of this informal discussion, or if you prefer not to raise the matter directly with the staff member involved, you can move to Stage 2 and make a formal complaint.
Stage 2: Formal complaint
If your concern cannot be resolved informally, you may submit a formal complaint. This will be reviewed by a manager or a designated person who was not directly involved in the issue wherever possible.
On receiving your formal complaint, we will:
Acknowledge receipt of your complaint and record the date it was received.
Review all relevant information, including job notes, inventory records, and any communications relating to your storage or removal service.
Contact you if we need more details or clarification.
Where relevant, speak with staff, contractors, or third parties involved in your booking.
Timescales for responding
We aim to acknowledge formal complaints promptly. After acknowledgement, we will carry out a full investigation and provide a response as soon as reasonably practicable. Some complaints, particularly those involving complex removal schedules, multiple locations, or insurance issues, may take longer to investigate. If this happens, we will keep you informed about progress and when you can expect a full response.
Our response and possible outcomes
Once our investigation is complete, we will provide a clear response that explains:
What we have understood your complaint to be.
The steps we have taken to investigate the issues raised.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take, which may include an explanation, apology, corrective measures, service improvements, or where appropriate a review of charges in line with our terms and conditions.
Our response will also explain any further options that may be available to you if you remain dissatisfied.
Escalation of unresolved complaints
If you are not satisfied with the outcome of your formal complaint at Stage 2, you may ask for it to be reviewed at a higher level within Storage Rotherhithe. Your request for escalation should explain why you remain dissatisfied and what you would like us to reconsider.
The escalated review will normally focus on:
Whether the original investigation was thorough and fair.
Whether the response appropriately addressed the issues you raised.
Whether our procedures and terms and conditions were applied correctly.
Following this review, we will write to you with our final position on the matter.
Complaints about loss or damage
If your complaint relates to loss of or damage to items during storage, packing, loading, transport, or delivery, we will review it in line with our service terms, any applicable insurance arrangements, and any inventory or condition reports. You may be asked to provide photographs, receipts, or other evidence to support your claim. We will explain the process clearly, including any limits or exclusions that may apply under our terms.
Confidentiality and data protection
All complaints are handled confidentially and in accordance with data protection requirements. Information you provide will be used only for investigating and resolving your complaint, for meeting legal or regulatory obligations, and for improving our storage and removal services.
Learning from complaints
We view complaints as an important source of feedback that helps us improve customer experience. Where appropriate, we will use the outcomes of complaint investigations to review staff training, handling procedures, vehicle scheduling, storage systems, and customer communication processes.
Accessibility
We aim to make this Complaints Procedure accessible to all customers. If you require assistance to raise a complaint or to understand this procedure, please let us know and we will discuss reasonable steps to support you.
Status of this procedure
This Complaints Procedure is intended as a guide to how Storage Rotherhithe will usually handle complaints. It does not affect your statutory rights or the terms and conditions that apply to your storage or removal contract. We may update this procedure from time to time to reflect changes in our services or in applicable requirements.
