Complaints Procedure for Storage Ardleigh Green Customers
This Complaints Procedure explains how customers of Storage Ardleigh Green can raise concerns about our storage or removals services, and how those concerns will be handled. We are committed to resolving issues fairly, promptly and professionally, and to using feedback to improve our services for all customers.
Our Commitment to You
We aim to provide a reliable and professional storage and removals service, from initial enquiry and quotation through to completion of your booking. If you feel that we have not met your expectations, we want to know so we can investigate and put things right where possible.
All complaints are taken seriously and handled in line with this written procedure. You will be treated with courtesy and respect at every stage, and your complaint will not affect the level of service you receive from us in the future.
What This Procedure Covers
This procedure applies to complaints about any aspect of our services, including but not limited to:
Issues with storage facilities or access arrangements, concerns about handling of goods during removals or collection, delays, missed appointments or scheduling issues, conduct or behaviour of our staff or contractors, accuracy of information, quotations or invoices, and communication or customer service standards.
It does not cover matters that are being dealt with by insurers, law enforcement or the courts, although related concerns about our service can still be raised with us.
How to Make a Complaint
You can raise a complaint using any written method that is convenient for you, for example by letter or online form where available. You may also contact us by telephone to explain your concern; however, we may ask you to confirm important details in writing so that we can keep an accurate record.
When you contact us, please provide the following information so we can investigate your complaint efficiently:
Your full name and preferred contact details, your customer or booking reference if known, the date and location of the service you are complaining about, a clear description of what went wrong, including key dates and times where possible, and details of any losses, damage or inconvenience you believe arose as a result.
If you have supporting evidence such as photos, inventory lists, removal documents or signed delivery notes, please make this available when you first raise your complaint or as soon as possible afterwards.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it in our internal system and allocate it to a member of staff with appropriate responsibility, usually a team leader or office manager. We aim to acknowledge your complaint within a reasonable timeframe and to confirm that it is being reviewed.
During the initial review we may need to contact you to clarify details, request additional information or ask specific questions about your experience. We may also speak with staff members involved, review relevant documentation and assess any related service records.
Following this review, we will provide you with a response setting out our understanding of your complaint, our findings based on the information available, any steps we have already taken, and any proposals to resolve the matter where appropriate.
Stage Two: Further Investigation
If you are not satisfied with the initial response, you can ask for your complaint to be escalated for further investigation. When doing so, please explain why you remain dissatisfied and identify any points you feel have not been fully addressed.
An appropriate senior staff member who was not directly involved in the original handling of your complaint will review the case. This may involve re-examining documents, seeking additional statements and considering whether the original outcome remains appropriate in light of all available information.
Once the further investigation is complete, we will send you an updated response, outlining the results of the review and confirming whether the original decision is upheld or amended. Any revised offers of resolution or remedial steps will be set out clearly.
Possible Outcomes and Resolutions
Depending on the nature of your complaint and the outcome of our investigation, we may propose various forms of resolution, which could include a clear explanation or apology, correction of records or administrative errors, service improvements to prevent similar issues in future, or, where appropriate, a practical remedy in line with our contractual obligations.
Where a complaint relates to loss or damage of goods, we may need to refer to our terms and conditions, inventories, and any relevant insurance provisions. In such cases, we will explain the process that applies and what information we require from you.
Your Responsibilities When Making a Complaint
To help us handle your complaint efficiently, we ask that you provide accurate and complete information, respond to reasonable requests for clarification or evidence, treat our staff with respect and allow us a fair opportunity to investigate and resolve the matter.
We understand that problems with storage or removals can be stressful. Our team will do their best to support you, but we reserve the right to discontinue correspondence in exceptional cases where communication becomes abusive or unreasonable. In such circumstances, we will explain our position in writing.
Confidentiality and Data Protection
All complaints are handled in confidence and shared only with staff members who need the information to investigate and respond. We will keep records of your complaint, our investigation and our responses in line with our data protection obligations and retention policies.
Continuous Improvement
We review complaints regularly to identify patterns, areas for improvement and training needs. Feedback from customers using our storage and removals services helps us to refine procedures, update staff guidance and enhance the overall customer experience.
If you have any comments or suggestions, even where you do not wish to make a formal complaint, you are welcome to share them with us using your usual contact method. We value your input and use it to develop our services over time.
