Complaints Procedure for Storage South Kensington
This Complaints Procedure explains how you can raise concerns about any aspect of our storage or associated removal services, and how we will respond. We aim to resolve issues quickly, fairly and transparently, and to use feedback to improve our services.
1. Purpose and scope
This procedure applies to all customers using Storage South Kensington for storage, removals, or related services such as packing, handling and transport of goods. It covers complaints about service quality, staff conduct, communication, billing and charges, and the way we handle your property and information.
This procedure does not replace your legal rights or any rights you may have under contracts, insurance policies or applicable consumer protection legislation.
2. Our commitment
We are committed to handling every complaint:
Promptly, with clear timeframes for responses and updates.
Fairly and impartially, listening to all sides of the issue.
Confidentially, sharing information only where necessary to investigate and resolve the matter.
Constructively, using complaints as an opportunity to review our storage and removal practices and improve customer experience.
3. What we consider a complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like us to review a situation and provide a response. Examples include:
Concerns about how your belongings were handled during removal or while in storage.
Delays or missed appointments in collection, delivery or access.
Issues with invoicing, charges or clarity of pricing.
Perceived rudeness, unprofessional behaviour or poor communication from our staff or contractors.
Dissatisfaction with how a previous concern was addressed.
Feedback or suggestions that do not require a specific investigation are treated as general comments rather than complaints, but we still record and review them.
4. How to make a complaint
You may raise a complaint in person at our premises or in writing using your preferred communication method. Providing the following information helps us investigate more efficiently:
Your full name and any reference number related to your booking or storage unit.
Dates and times of the events you are complaining about.
A clear description of what happened and who was involved.
Any supporting details you feel are relevant, such as photographs or copies of documents.
What outcome you are seeking, for example an explanation, correction of an error or a review of a charge.
If you require assistance to make a complaint, you may ask a friend, relative or adviser to raise it on your behalf, provided you authorise them to share appropriate information.
5. Stages of the complaints process
Stage 1: Informal resolution
Where possible, we encourage you to raise issues as soon as they arise with the staff member you have been dealing with or a supervisor on site. Many problems related to storage bookings, access, removals scheduling or billing can be resolved quickly at this level with clarification, corrections or practical adjustments.
If the matter cannot be resolved immediately or you are not satisfied with the proposed resolution, you may request that the complaint moves to the formal stage.
Stage 2: Formal investigation
For formal complaints, we will:
Acknowledge your complaint within a reasonable timeframe, confirming that it is being investigated.
Assign an appropriate manager who was not directly involved in the issue to review your complaint impartially.
Gather relevant information, which may include statements from staff, records of your bookings and storage agreements, and any removal schedules.
We will aim to provide a written response within a stated period from acknowledging your complaint. If we require more time due to the complexity of the matter, we will inform you of the reason for the delay and provide a revised timeframe.
Stage 3: Review of the decision
If you are not satisfied with the outcome of the formal investigation, you may request that the decision is reviewed by a senior member of our management team. The review will focus on whether the process was followed correctly and whether the decision reached was reasonable based on the information available.
Following this review, we will provide our final position on the complaint and explain the reasoning behind it.
6. Possible outcomes
Depending on the circumstances, outcomes may include:
A clear explanation or apology where service has not met our usual standards.
Correction of records or account information, including adjustments to invoices or charges where appropriate.
Practical steps to put things right, such as rescheduling removal appointments, improving access arrangements or providing additional clarification on storage terms.
Internal actions, such as staff training, process changes or closer monitoring of particular activities.
Where we conclude that no error has occurred, we will explain how we reached that view and what information we relied upon.
7. Time limits for complaints
We encourage you to raise concerns as soon as possible, especially in relation to removals, access to units or the condition of stored items. Reporting issues early makes it easier for us to investigate and provide a meaningful response.
In some cases we may be unable to fully investigate complaints made a long time after the event. However, we will always consider the circumstances and do what we reasonably can to respond.
8. Recording and monitoring complaints
We keep records of complaints, investigations and outcomes. This helps us to:
Identify recurring issues or trends in our storage and removal services.
Assess whether our procedures remain effective and fair.
Provide training and guidance to staff where needed.
Maintain accurate information about our interactions with customers.
Information is handled in line with applicable data protection requirements and kept only for as long as is necessary for these purposes.
9. Your responsibilities
We ask that you:
Provide information that is accurate and as complete as possible.
Communicate with our team respectfully, even when you feel strongly about the issue.
Allow us a reasonable opportunity to investigate and respond.
We reserve the right to take appropriate action if complaints are made in a threatening, abusive or deliberately misleading manner, while still considering any legitimate issues raised.
10. Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, accessible and effective. We may update it to reflect changes in our services, relevant regulations or best practice in handling customer feedback.
By using Storage South Kensington for storage, removals or related services, you acknowledge that you have had the opportunity to view this procedure and understand how to raise any concerns with us.
