Storage St Giles Complaints Procedure
Storage St Giles is committed to providing reliable storage and removal services and to dealing with any concerns fairly, consistently and promptly. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and accessible way to tell us when something has gone wrong with any aspect of our storage or removal services. We use complaints as an opportunity to put things right and to improve our processes, training and customer communication.
What This Procedure Covers
This complaints procedure applies to all services provided by Storage St Giles, including but not limited to domestic and commercial removals, packing and unpacking, loading and unloading, short term and long term storage, and associated support services. It covers issues such as service quality, delays, staff conduct, handling of goods, communication, administration and billing concerns.
This procedure does not cover insurance claims for loss or damage to goods, which may be handled under separate terms and conditions and may involve insurers or other third parties. However, you may still raise a complaint about the way any claim has been handled by us.
What We Mean by a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the services you have received from Storage St Giles and where you would like a response or resolution. You do not have to use the word complaint for this procedure to apply. If you tell us you are unhappy with our storage or removal services, we will treat this as a complaint and follow the procedure set out here.
How to Make a Complaint
You can raise a complaint in writing or by speaking directly to a member of our team. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while the details are still clear.
When making a complaint, it is helpful if you can provide your full name, relevant reference details such as your booking or storage agreement number, the dates of the service or incident, a clear description of what went wrong, details of any losses or inconvenience caused, and what outcome or resolution you are seeking. Providing this information at the outset helps us to respond more quickly and accurately.
Stage One: Frontline Resolution
Where possible, we aim to resolve complaints at the first point of contact. This is known as frontline resolution. The member of staff you speak to will listen to your concerns, ask any necessary questions and try to agree a solution with you. This may involve explaining what happened and why, clarifying our terms, correcting an error, arranging a practical remedy related to your removal or storage arrangements, or offering an apology where appropriate.
We aim to resolve straightforward complaints at this stage within five working days. If the issue is more complex or cannot be resolved immediately, we may move your complaint to the formal investigation stage.
Stage Two: Formal Investigation
If you remain dissatisfied after frontline resolution, or if the matter is too complex or serious to be resolved informally, your complaint will be handled as a formal investigation. A manager or suitably senior member of staff who has not been directly involved in the original matter will review your complaint.
During the investigation, we may contact you to clarify the details of your complaint, to request any further information or documents, and to discuss your expectations. We will review relevant records, speak to team members involved in your removal or storage service, and assess what went wrong and why.
We aim to provide a written outcome to a formal complaint within twenty working days. If we need more time due to complexity or the availability of information, we will let you know and provide a revised timescale.
Our Response to Your Complaint
When we respond to your complaint, we will explain what we have investigated, what we have found, whether we uphold your complaint in full, in part, or not at all, and the reasons for our decision. Where your complaint is upheld or partially upheld, we will explain any steps we will take to put things right. These may include providing an explanation or apology, correcting records or paperwork, making service adjustments for current or future removals or storage, or taking internal action such as staff training or process improvements.
Escalation if You Remain Dissatisfied
If you are not satisfied with the outcome of a formal investigation, you may ask for your complaint and the way it has been handled to be reviewed by a more senior manager. You should explain why you remain unhappy and what, if anything, you believe we have not considered or addressed.
The senior review will focus on whether the complaint was investigated fairly and thoroughly and whether the decision was reasonable in light of the information available. Following this review, we will provide a final response setting out our position.
Complaints Involving Damage or Loss
Where your complaint relates to damage to property or loss of items during removal or storage, we will follow our standard complaints process but may also need to refer to your contract terms, inventory records and any insurance arrangements. We may request photographs, descriptions of items, valuations and proof of ownership where appropriate. Any financial settlement will be considered in line with the applicable terms and any relevant insurance policy. We will explain clearly how any decision about compensation has been reached.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and respond to your concerns or to improve our services. We handle personal data in accordance with applicable data protection law and our internal policies.
Using Complaints to Improve Our Services
We record and monitor complaints about our storage and removal services to identify recurring issues, trends and opportunities for improvement. This may lead to updates to our procedures, additional staff training, clearer customer information or changes to how we plan and deliver moves and storage.
Accessibility of this Procedure
This complaints procedure is intended to be clear and straightforward. If you need it explained in another format or would like assistance in making a complaint, please speak to a member of our team. We want all customers to feel confident that their concerns will be taken seriously and handled professionally.
