Storage Uxbridge Complaints Procedure
Storage Uxbridge is committed to providing a reliable, professional storage and removal service. We recognise that, on occasion, things may not go as planned. 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 aim of this procedure is to provide a clear and fair process for handling complaints from customers who use our storage facilities and related removal services. We use all feedback, including complaints, to review our processes and improve the service we provide.
This procedure applies to all customers of Storage Uxbridge and to all services we offer, including storage, collection, delivery, and removal-related assistance.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, our staff, our facilities, or our handling of your goods, where a response is reasonably expected. You may wish to complain if you believe that:
Our service has fallen below the standard you expected; your booking, storage, or removal arrangements were not handled properly; our staff acted in a way you consider inappropriate or unhelpful; or we did not follow our own procedures.
How to Raise a Complaint
You can raise a complaint with Storage Uxbridge in writing or in person at our site. When you contact us, please provide as much detail as possible so that we can investigate your concerns thoroughly. The following information is helpful:
Your full name and, if applicable, your company name; details of your storage unit or removal booking; dates and times related to the issue; a clear description of what went wrong; the impact the issue has had on you; and any steps you would like us to consider to resolve the matter.
If you need support when making your complaint, for example due to language, accessibility, or personal circumstances, please let us know and we will do our best to assist you.
Initial Resolution and Informal Complaints
Many issues can be resolved quickly and informally. In the first instance, please raise your concern with the member of staff you have been dealing with, or with the duty manager at our facility. They will listen to your concerns and attempt to resolve the matter promptly, usually on the same day.
If you are satisfied with the explanation or action taken at this stage, the matter will be treated as resolved and no further formal process will be necessary. However, if you remain unhappy, you can ask for your complaint to be treated as a formal complaint.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer to proceed formally from the outset, you can submit a formal complaint. Please set out clearly that you are making a formal complaint and include all relevant information and any supporting evidence you wish us to consider.
Once we receive your formal complaint, we will acknowledge it within a reasonable time. Our acknowledgement will confirm that we have received your complaint and will outline the next steps and expected timescales.
Investigation of Your Complaint
A manager at Storage Uxbridge, who has not been directly involved in the matter, will normally investigate your complaint. This may involve:
Reviewing your storage or removal booking records; checking any relevant documentation, photographs, or internal notes; speaking with staff members involved; and, where appropriate, discussing the matter further with you to clarify details.
We will aim to complete the investigation and provide a written response within a reasonable and proportionate timeframe. If the matter is complex and we need more time, we will inform you of the reason for the delay and provide an updated timescale.
Our Response and Possible Outcomes
Once the investigation is complete, we will send you a written response setting out:
A summary of your complaint and the issues considered; the findings of our investigation; our decision on whether your complaint is upheld, partially upheld, or not upheld; and any actions we will take as a result.
Where we find that our service has fallen short, we will explain what went wrong and what we are doing to put it right where reasonably possible. This may include offering an explanation or apology, taking corrective action, reviewing our procedures, or, where appropriate and in line with our terms and conditions, considering compensation.
If You Are Not Satisfied With the Outcome
If you are dissatisfied with our formal response, you may request that your complaint be reviewed. In your request, please explain which aspects of our decision or handling of the complaint you disagree with and why.
Where possible, a more senior manager or another suitably authorised person will review the complaint, the investigation, and the decision. After this review, we will provide a final response. At that point, our internal complaints procedure will usually be considered exhausted.
Timescales and Record Keeping
We aim to deal with all complaints efficiently and without unnecessary delay, taking into account the nature and complexity of each case. We keep records of complaints, how they were handled, and the outcomes achieved. These records help us to monitor trends, improve our storage and removal services, and train our staff.
Respectful Behaviour and Fair Treatment
We are committed to treating everyone who raises a complaint with courtesy and respect, and we expect the same in return. We will not refuse to consider a complaint simply because it is critical, but we may take appropriate steps if behaviour becomes abusive, threatening, or unreasonably persistent.
This Complaints Procedure is intended to ensure that concerns are addressed fairly and consistently, while allowing Storage Uxbridge to continue to provide safe, secure, and dependable storage and removal services to all our customers.
