Storage Petersham Complaints Procedure
Storage Petersham is committed to providing a reliable, professional service for storage and removals. We recognise that, on occasion, things may not go as planned. When this happens, we welcome feedback so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and accessible route for customers to raise complaints about any aspect of our storage or removal services. It applies to all customers using our facilities and services, including household storage, business storage, and moving or collection services associated with our storage units.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, processes or communication, whether it is justified or not. Examples include concerns about service quality, handling of possessions, access arrangements, billing, communication, punctuality of removal services, or the way in which a previous concern has been addressed.
Raising a complaint will not affect your rights as a customer or the way we deliver our services to you in the future. We treat all complaints seriously and use them as an opportunity to review and improve how we operate.
How to Make a Complaint
You can make a complaint in writing or verbally. Wherever possible, we encourage you to raise your concern as soon as you become aware of an issue, so that it can be resolved quickly. Please provide as much detail as you can, including:
The nature of your complaint and what happened, relevant dates and times, names or descriptions of staff involved, your unit or booking reference if applicable, and what outcome you are seeking. Providing clear information helps us investigate effectively and respond promptly.
Stage One: Informal Resolution
Many issues can be resolved quickly and informally. If you are comfortable doing so, please raise your concern with the member of staff you have been dealing with, or with a supervisor on site. They will listen to your concern, review the situation, and aim to provide an explanation, solution or practical remedy.
We aim to resolve informal complaints as soon as reasonably possible. Where a resolution is agreed, we may confirm this to you in writing for clarity. If you are not satisfied with the outcome at this stage, or if the issue is too serious to be dealt with informally, you may request that your complaint is treated as a formal complaint under Stage Two.
Stage Two: Formal Written Complaint
If an issue cannot be resolved informally, you may submit a formal complaint. When we receive a formal complaint, we will:
Acknowledge receipt of your complaint in writing within a reasonable period. This acknowledgement will confirm that your complaint is being treated as a formal complaint under this procedure and will outline the next steps and indicative timescales.
We will then investigate the matter, which may include reviewing records, speaking with staff involved, and considering any relevant documents or photographs you have provided. We may contact you for further information or clarification where required.
Once our investigation is complete, we will provide you with a written response setting out our findings, any conclusions we have reached, and any actions we propose to take. We aim to provide this response within a reasonable timeframe. If we are unable to meet that timescale, we will let you know and explain why.
Stage Three: Review of the Outcome
If you remain dissatisfied with our formal response, you may request a review of the outcome. You should explain why you are not satisfied with the decision or the steps taken, and what you would like us to reconsider. Where possible, the review will be carried out by a senior member of the team who was not directly involved in the original investigation.
The reviewer will reassess the information, consider any new points you have raised, and decide whether the original outcome should be upheld, varied or replaced. You will receive a written response confirming the result of this review and the reasons for the decision. This will normally represent the final position of Storage Petersham under this internal procedure.
Timescales and Communication
We aim to deal with complaints promptly and fairly. Exact timescales will depend on the complexity of the issues raised, but our general approach is to acknowledge complaints in good time and to keep you informed of progress if an investigation is likely to take longer than expected.
All responses will be clear and straightforward, explaining what we have found, how we have reached our conclusions, and any steps we will take to put things right or prevent a recurrence. Where appropriate, we may also offer practical solutions or goodwill gestures.
Confidentiality and Data Protection
All complaints are handled with discretion. Information you provide will be shared only with those who need it to investigate and resolve your complaint. We will handle your personal data in accordance with our data protection obligations and our privacy practices. We ask that you also respect the privacy of our staff during and after the complaints process.
Our Commitment to Continuous Improvement
Storage Petersham uses feedback and complaints to improve our storage and removal services. We regularly review the themes and outcomes of complaints to identify any patterns, training needs, or changes to our procedures that could enhance customer experience and service reliability.
By following this Complaints Procedure, we aim to ensure that every concern is treated fairly, consistently and with respect, while maintaining a safe, secure and professional environment for all customers using our storage facilities and related services.
