Complaints Procedure for Storage Westcombe Park
Storage Westcombe Park is committed to providing a professional and reliable service for all customers using our storage and removal-related services. We recognise that, on occasion, things may go wrong, and you may wish to raise a concern or formal complaint. This Complaints Procedure explains how you can do this and how we will respond.
Scope of this Complaints Procedure
This procedure applies to all customers of Storage Westcombe Park, including those using storage units, collection and delivery, and associated removal and handling services. It covers concerns about our service quality, staff conduct, communication, billing, and the handling of your goods while in our care.
Complaints which allege criminal activity, insurance disputes, or matters that must be handled by a regulator or external body may need to be referred to the appropriate organisation. In such situations, we will inform you if this applies and advise you of any next steps that may be available.
Aims and Principles
Our approach to complaints is based on the following principles:
We will treat every complaint seriously, whether it is informal or formal.
We will handle your complaint in a fair, consistent, and unbiased way.
We will seek to put things right as soon as possible where we have made a mistake.
We will use complaints as an opportunity to improve our storage and removal services.
We will respect your privacy and handle your information in line with applicable data protection requirements.
Raising an Informal Concern
If you are dissatisfied with any aspect of our service, we encourage you to raise the matter as soon as possible with a member of staff at the site or with the person you have been dealing with. Many issues can be resolved quickly at this stage, for example issues about access hours, condition of units, collection times, or the handling of items during a removal or loading process.
When raising an informal concern, please provide:
A clear description of what went wrong.
Relevant dates, times, and locations.
Names or descriptions of any staff involved, if known.
Any evidence you may have, such as reference numbers, delivery notes, or photographs.
We aim to resolve informal concerns promptly. If you are not satisfied with the outcome, you may proceed to make a formal complaint.
Making a Formal Complaint
If an issue cannot be resolved informally, or if you prefer a more structured review, you may submit a formal complaint. Please set out your complaint in writing so that we can clearly understand the issues and provide a considered response.
Your formal complaint should include:
Your full name and, where applicable, your company name.
Details of your storage or removal booking, including any relevant reference numbers.
A detailed explanation of what happened and why you are dissatisfied.
What outcome or resolution you are seeking, if you have a specific request.
Any supporting information or evidence that may assist our investigation.
Once a formal complaint is received, we will acknowledge it within a reasonable timeframe, usually within a few working days. We may contact you for clarification if more information is required.
How We Investigate Your Complaint
Complaints are reviewed by a manager or a suitably senior member of staff who is not directly involved in the matter being complained about wherever possible. The investigation may include:
Reviewing your account, booking records, and storage or removal documentation.
Speaking with staff members involved in the service provided.
Inspecting relevant facilities or equipment, if appropriate.
Considering any applicable policies, terms of business, or industry standards.
We aim to reach a clear understanding of what occurred and whether our service met the standards we expect of ourselves and that you are entitled to receive.
Response Times and Outcomes
We will provide a formal written response to your complaint once the investigation is complete. This will normally be within a reasonable timeframe, which may vary depending on the complexity of the issues. If we require more time, we will inform you and explain the reasons for any delay.
Our response will usually include:
A summary of your complaint.
The findings of our investigation.
Our decision on whether your complaint is upheld in full, in part, or not upheld.
Any actions we will take to resolve the matter or improve our services.
Possible outcomes may include an explanation or apology, corrective action, improvements to procedures, or other appropriate remedies. Where your concern relates to loss or damage to goods or to charges, this may involve a separate review under our contractual terms, including any applicable insurance or liability provisions.
Escalation of Your Complaint
If you remain dissatisfied after receiving our formal response, you may request a further review. This will usually be carried out by a more senior manager, who will consider whether the complaint has been handled fairly and whether the outcome is reasonable in light of the evidence.
To escalate your complaint, please explain why you are not satisfied with the initial decision and what you believe has not been properly addressed. We will acknowledge your request and review the matter as promptly as possible.
This is normally the final stage of our internal complaints procedure. Once this stage is complete, we will write to you with our final position.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared with staff who need it to manage and resolve your complaint. We will store and process your information in accordance with applicable data protection requirements and our internal policies.
We may retain a record of your complaint, our investigation, and outcomes to help us monitor service standards and improve our storage and removal operations.
Our Commitment to Continuous Improvement
Storage Westcombe Park values feedback from customers. Complaints help us identify where processes may need to change, whether in the handling of goods, scheduling of collections, site access, or customer communication. We regularly review complaints data and trends to improve training, refine procedures, and enhance the overall customer experience.
By following this Complaints Procedure, we aim to address issues fairly and transparently and to maintain the standard of service that customers expect from a professional storage and removal provider.
