Storage Richmond Complaints Procedure
Storage Richmond is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, consistent and timely manner. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Our commitment to you
We aim to deliver a professional service at all times, whether you are using our storage facilities, our removal services, or both. If something goes wrong, we want to know about it so that we can put matters right and learn from the experience. All complaints are treated seriously and handled with courtesy, respect and impartiality.
What this procedure covers
This procedure applies to complaints about our services, including storage, removals, packing, handling of goods, administration of your account, and customer service interactions. It is intended for individual customers and business clients who have used our services or have a confirmed booking with us.
What we define as a complaint
A complaint is any expression of dissatisfaction about our service, whether it is justified or not, where you would like a response or resolution. This may include concerns about the quality of our storage facilities, the way a removal or delivery was carried out, damage or loss of goods, delays, behaviour of our staff or contractors, or how we have communicated with you.
How to make a complaint
You can raise a complaint in writing or verbally. To help us investigate and respond as efficiently as possible, please provide:
Your full name and any relevant reference or booking details, a clear description of your complaint, including dates, times and locations where possible, details of the services involved, such as storage unit number or removal details, and what outcome you are seeking, for example an explanation, apology or practical remedy.
Where a complaint is made verbally, we may ask you to confirm key details in writing so that we have an accurate record of your concerns.
Time limits for raising a complaint
We recommend that you raise any concerns as soon as possible after the issue arises, particularly in relation to removal services, delivery of goods or access to storage units. Prompt notification helps us to investigate more effectively and, where appropriate, to secure any evidence needed to assess your complaint.
Stage one: Initial handling and acknowledgement
Once we receive your complaint, it will be logged and allocated to an appropriate member of our team for review. We will normally acknowledge your complaint within a reasonable timeframe, explaining that it has been received and is being investigated. Where possible, we will also give you an indication of when you can expect a full response.
Stage two: Investigation and response
The person handling your complaint will then carry out a factual and impartial investigation. This may include reviewing your account or booking details, speaking with any members of staff or contractors involved, examining relevant documents and service records, and, where appropriate, inspecting storage areas or vehicles connected with the complaint.
When the investigation is complete, we will provide you with a written response. This will usually include a summary of your complaint, what we have found, any factors that influenced our decision, and the outcome we have reached. If your complaint is upheld in whole or in part, we will also explain any steps we will take to remedy the situation and to reduce the chance of similar issues happening again.
Possible outcomes and remedies
Depending on the circumstances, outcomes may include an explanation or clarification, an apology, practical steps to correct an error, a service adjustment, or other appropriate measures. Where your contract or relevant terms and conditions provide for specific remedies, we will take these into account when assessing your complaint.
If you remain dissatisfied
If you are not satisfied with our stage two response, you may ask for your complaint to be reviewed. When doing so, please explain why you remain dissatisfied and what you consider to be outstanding. We will then arrange for a further review by a senior member of the team who was not responsible for the original decision wherever practicable.
The reviewer will consider the original investigation, any additional information you have provided, and whether our response was fair and reasonable in light of the available evidence. Following this review, we will write to you to confirm our final position and any further steps we are able to take.
Respectful communication and conduct
We expect all parties to act respectfully throughout the complaints process. Our team will treat you with courtesy and will not tolerate abusive, threatening or discriminatory behaviour. In rare cases of unreasonable or persistent conduct, we may decide to limit the way we communicate with you, but we will always inform you if this becomes necessary.
Data protection and confidentiality
Complaints will be handled in line with our data protection obligations. Information you provide will be used only for the purposes of investigating and responding to your complaint, training and monitoring, or meeting our legal responsibilities. We will share your information internally only with those who need it to deal with your case.
Using complaints to improve our services
We use feedback and complaints as an opportunity to improve our storage and removal services. Where we identify recurring issues or trends, we may introduce additional training, adjust our procedures, or make operational changes to provide a better experience for future customers.
Updates to this Complaints Procedure
Storage Richmond may review and update this Complaints Procedure from time to time to reflect changes in our services, in industry practice or in applicable requirements. The version in force at the time you raise your complaint will normally apply to the handling of that complaint.
