Storage Peckham Complaints Procedure
Storage Peckham is committed to providing reliable storage and removal services and to dealing with any concerns in a clear, fair and timely way. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can do if you are not satisfied with our response.
Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to give customers a clear route for raising dissatisfaction about any aspect of our storage or removal services. This includes issues such as service standards, conduct of staff or contractors, handling of belongings, accuracy of information provided, billing or contractual concerns, and how we handle and resolve problems when they arise.
We use all complaints as an opportunity to review our practices and improve our services. Our aim is to resolve matters as quickly and informally as possible, while keeping you informed at every stage.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you would like us to review what has happened and provide a response or solution. You do not have to use any specific wording to make a complaint. If you tell us that you are unhappy with our service and want us to look into it, we will treat it as a complaint.
This procedure covers complaints about:
Storage services, including unit access, security, cleanliness, condition of units, and on-site experience.
Removal and transport services connected with your storage, including collection, delivery, packing support and handling of items.
Customer service, including communication, response times and staff conduct.
Contracts, charges, invoicing, and any related administrative issues.
How to Make a Complaint
You can raise a complaint in person at our facility, in writing by post, or through our online contact form on our website. You should provide as much detail as possible so we can fully understand the issue and investigate it properly.
When making a complaint, please include:
Your full name and the name the storage or removal agreement is under.
Details of your storage unit or booking reference, if available.
A clear description of what went wrong, including dates and times where possible.
Names or descriptions of any staff or contractors involved, if known.
Any impact the issue has had on you or your belongings.
What outcome or resolution you are seeking, if you have a preference.
If you need help making a complaint, please let our team know and we will do our best to assist you in presenting your concerns.
Our Complaints Handling Stages
We aim to resolve complaints as early and as simply as possible. The process usually follows the stages below.
Stage 1: Informal Resolution
In many cases, concerns can be resolved quickly by speaking directly with a member of staff at the facility or with the team member who arranged your storage or removal service. We encourage you to raise issues as soon as you become aware of them so that we have the best opportunity to put things right.
At this stage, we will listen to your concerns, ask questions to clarify the facts, and attempt to provide an immediate solution where possible. If the matter is more complex, we may need to take your details and follow up with you after speaking to other team members.
Stage 2: Formal Complaint Review
If your complaint cannot be resolved informally, or you are not satisfied with the initial response, you can ask for it to be treated as a formal complaint. A manager or senior member of staff will then review your case.
We will acknowledge receipt of your formal complaint within a reasonable time and let you know who is handling it. As part of our investigation, we may review documentation, contact any staff or contractors involved, and ask you for further information or evidence if needed.
Once the investigation is complete, we will provide you with a written response explaining:
The outcome of our review.
Any steps we have taken or propose to take to resolve the matter.
Any changes we plan to make to our procedures to help prevent similar issues.
We will also tell you what you can do if you remain dissatisfied.
Stage 3: Escalation to Senior Management
If you remain unhappy after the formal complaint review and wish to escalate the matter, you may request that it is referred to senior management. Your case will be reviewed again, taking into account all previous correspondence and any additional information you wish to provide.
Senior management will consider whether the complaint has been handled fairly, whether the outcome is reasonable in light of the facts, and whether further action is appropriate. We will then provide you with our final response.
Timeframes for Responses
We aim to acknowledge complaints promptly and to respond within reasonable timeframes, depending on the complexity of the issue. Some matters, such as those involving extensive removal work or questions about the condition of stored items, may require more investigation than others. If we need additional time, we will let you know and keep you updated on progress.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information will only be shared with those who need it to investigate and resolve the matter. We will store complaint records securely and retain them for as long as necessary for our legal and operational requirements.
Fairness and Respect
We aim to treat all customers fairly, with respect and without discrimination. We expect customers to treat our staff and contractors with the same level of courtesy. We may not be able to continue communication where behaviour is abusive or threatening, but we will still consider the substance of the complaint.
Using Complaints to Improve Our Services
We review complaints regularly to identify patterns and areas where our storage and removal services can be improved. This may include changes to staff training, processes for handling belongings, information provided before bookings, or the way we manage access and security at our facility.
By raising issues with us, you help us to improve the way we operate and the service we provide to all customers.
Updates to This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, our internal processes, or legal and regulatory requirements. The version published on our website will always be the most current version.
If you have any questions about this procedure or are unsure how to raise a complaint, please contact our team and we will guide you through the process.
