Storage Ickenham Complaints Procedure
This complaints procedure explains how customers of Storage Ickenham can raise concerns about our storage or removal services, and how we will respond. We are committed to dealing with all complaints promptly, fairly and consistently, and to using feedback to improve our services.
Purpose and Scope
This procedure applies to all customers who use our storage, removals, packing or related services. It covers issues such as service quality, communication, handling of goods, charges and invoicing, and any other aspect of your experience with Storage Ickenham.
This procedure does not cover employment issues, supplier disputes or matters that are being handled by insurers, legal representatives or regulatory bodies. In those cases, separate processes will apply.
Our Commitment to You
We aim to provide a reliable, professional removal and storage service. If something goes wrong, we want to know so that we can put it right where possible. We will investigate all complaints with care and respect, keep you informed of progress, and explain the outcome clearly.
Raising a complaint will not affect your rights as a customer or the way we treat you. We welcome genuine feedback and use it to review our procedures, staff training and service standards.
How to Raise a Complaint
If you are unhappy with any aspect of our storage or removal services, please let us know as soon as possible. This gives us the best chance to resolve the matter quickly.
You can raise an initial complaint verbally with a member of our team or in writing. When making a complaint, please provide the following information so we can help efficiently:
The name the booking or storage agreement is under.
Your service reference or move date, if available.
A clear description of what went wrong.
Relevant dates, times and locations.
Details of any staff you spoke to, if known.
What you would consider a reasonable resolution.
Where possible, we recommend putting your complaint in writing so there is a clear record of your concerns and our responses.
Stage 1: Informal Resolution
In the first instance, we encourage you to raise your concern with the team member or department directly involved, such as our customer service team or move coordinator. Many issues can be resolved quickly at this stage through discussion, clarification or a simple corrective action.
At Stage 1 we will aim to:
Listen carefully to your concerns.
Clarify any details we are unsure about.
Explain what may have happened and why.
Agree any immediate practical steps we can take.
Where an informal resolution is not possible, or you remain dissatisfied, you can ask for your complaint to be handled under Stage 2 of this procedure.
Stage 2: Formal Written Complaint
If your complaint cannot be resolved informally, you may submit a formal written complaint. This allows us to carry out a more detailed review of the issues you have raised.
When we receive a formal complaint, we will:
Acknowledge your complaint in writing within a reasonable time.
Record the details of your complaint on our internal system.
Appoint a member of the management team to investigate.
The manager responsible for your complaint will review all relevant information, which may include service records, staff statements, photographs, inventory lists and any previous correspondence. They may contact you for further details or evidence if needed.
Investigation and Response Times
We aim to complete investigations and provide a full written response within a reasonable period of time after acknowledging your formal complaint. If the matter is complex or requires additional information, the investigation may take longer. In such cases, we will keep you updated on progress and let you know when you can expect a final response.
Our written response will include:
A summary of your complaint.
The steps taken to investigate.
Our findings and conclusions.
Any proposed resolution or actions we will take.
Possible Outcomes
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification of events.
An apology where appropriate.
Corrective action to address the issue.
Service improvements or staff training.
Further review of policies and procedures.
Where your complaint relates to potential loss or damage to goods, we will follow any applicable claims processes, which may involve assessment by our insurers. In such cases, the time needed to reach a final outcome may be affected by external parties.
Escalation of Your Complaint
If you are not satisfied with the outcome of the formal investigation, you may request a further review. Your complaint will then be considered by a more senior member of management who was not involved in the earlier stages.
For the escalation, please explain why you remain dissatisfied and what outcome you are seeking. The senior manager will review the original complaint, the investigation, the response provided and any additional information you submit, and will then issue a final written decision on behalf of Storage Ickenham.
Customer Responsibilities
To help us handle your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information.
Respond promptly to requests for further details.
Communicate in a respectful and constructive manner.
Raise your concerns as soon as reasonably possible.
We may decide not to pursue a complaint further where it is clearly frivolous, malicious or abusive. However, this would only occur in exceptional circumstances.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be shared only with staff who need it to investigate and resolve your complaint, or as required by law, insurers or relevant authorities. We handle your personal information in line with our data protection responsibilities.
Review of This Procedure
We regularly review this complaints procedure to ensure it remains clear, fair and effective. Feedback from customers helps us improve our storage and removal services, as well as our internal processes and staff training.
By using Storage Ickenham, you agree that we may handle complaints in line with this procedure. This does not affect any statutory rights you may have.
