Storage Bexley Complaints Procedure
This Complaints Procedure explains how Storage Bexley manages and resolves complaints about our storage and removal services. Our aim is to deal with all concerns fairly, promptly and transparently, and to use feedback to improve our services for all customers.
Our Commitment To You
Storage Bexley is committed to providing reliable storage solutions and professional removal services. However, we recognise that sometimes things may not go as planned. When this happens, we want to know so that we can put matters right where possible and prevent similar issues from happening again.
All complaints are taken seriously and are handled in line with this procedure. We will always treat you with courtesy and respect and expect the same in return for our team.
What This Procedure Covers
This procedure applies to complaints relating to:
Issues with the quality of storage services, including access, security, or condition of storage areas; concerns about removal services, including packing, loading, transport or delivery; customer service, including communication, billing queries, or administration; damage, loss or delays associated with storage or removal activities.
This procedure does not cover routine requests such as booking changes, quotations, or general enquiries. These are handled through our normal customer service channels.
Who Can Make A Complaint
Any customer who has used Storage Bexley for storage or removal services can raise a complaint. A complaint may also be made by a representative acting with the customer’s consent, for example a family member, legal representative or authorised contact named on the account.
How To Raise A Complaint
We encourage you to raise concerns as soon as possible so that we can investigate while details are still fresh. You can make a complaint verbally or in writing. When submitting a complaint, please provide the following information as clearly as you can:
Your full name and, where applicable, your company name; the date and approximate time of the incident or issue; details of the service affected, such as storage unit reference, removal booking date or job reference; a clear description of what went wrong and how it has affected you; any steps you have already taken to resolve the matter with a member of our team; what outcome you are seeking, for example an explanation, apology or review of charges.
Providing complete and accurate information at the start helps us respond more effectively and reduces delays.
Stage One: Initial Resolution
In many cases, complaints can be resolved quickly by the team member you first dealt with or their immediate supervisor. When you first raise a concern, we will:
Listen carefully to your description of the issue; clarify any details we do not fully understand; check relevant records such as booking details, service notes or inventory lists; seek to resolve the matter promptly, where possible.
We aim to resolve straightforward complaints at this stage, often within a few working days. If your complaint is more complex or cannot be resolved immediately, it will move to Stage Two for a formal review.
Stage Two: Formal Complaint Review
If you remain dissatisfied after the initial response, or if your complaint involves more serious issues, you can ask for a formal review. At this stage, a manager or senior member of staff who has not been directly involved with the issue will investigate your complaint.
During the formal review, we will:
Re-examine all details and documentation relating to your complaint; speak with staff members involved and, where relevant, with third parties such as contractors; consider any relevant terms and conditions, service standards and internal policies; assess whether our services were delivered as agreed and whether our earlier response was appropriate.
We aim to provide a written response to formal complaints within a reasonable timeframe. If for any reason we cannot do so, we will let you know and provide an updated timescale.
Our Response To Your Complaint
Once our investigation is complete, we will provide a clear response explaining:
What we have understood your complaint to be; the steps we took to investigate; our findings and whether the complaint is upheld, partially upheld or not upheld; any actions we will take as a result.
Depending on the circumstances, outcomes may include an explanation, an apology, corrective action to improve our service, or, where appropriate, a review of charges or consideration of compensation in line with our terms and conditions. Any goodwill gestures are made at our discretion and do not affect your statutory rights.
Time Limits For Making A Complaint
To enable a fair and effective investigation, we ask that complaints are made as soon as reasonably possible after the event, ideally within a few weeks. Complaints raised after a long delay may be more difficult to investigate fully, particularly where staff have changed or records are no longer available. However, we will always do our best to review the information we have.
Escalation Options
If, after receiving our final response, you are still unhappy with the outcome, you may choose to seek independent advice regarding your rights in relation to storage or removal services. Any external avenues you choose to pursue will be subject to their own rules and time limits.
Confidentiality And Data Protection
All complaints are handled with respect for your privacy. Details are only shared internally with staff who need to know in order to investigate and respond. We maintain records of complaints and outcomes in line with data protection requirements. These records help us identify patterns, improve staff training and refine our procedures for storage and removals.
Using Complaints To Improve Our Services
Feedback, including complaints, is a valuable source of information about how our storage and removal services are performing in practice. We regularly review complaints to identify recurring issues, improve processes, and enhance the experience for future customers. By raising your concerns, you help us maintain and improve service standards at Storage Bexley.
This Complaints Procedure is kept under review and may be updated from time to time to reflect changes in our services, legal requirements or industry best practice.
