Storage Kennington Complaints Procedure
Storage Kennington is committed to providing a reliable and professional storage and removal service. We recognise that, on occasion, things may go wrong. When they do, we want to hear about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Approach to Complaints
We treat all complaints seriously and use them as an opportunity to improve. We aim to handle every concern fairly, promptly and consistently, whether it relates to storage, removals, collection and delivery, billing, or customer care. We will always treat you with courtesy and respect and ask that our team are treated in the same way.
We will investigate your complaint, explain our findings clearly, and, where appropriate, offer a remedy or explanation. We also record complaints so that we can review patterns and take steps to prevent similar issues in the future.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with our services or the way we have handled an issue, whether made verbally or in writing. Examples include:
Concerns about the handling, packing, loading, or unloading of items during removal. Issues with storage units, including access, cleanliness, security, or condition. Disputes about charges, invoices, or changes to bookings. Dissatisfaction with the conduct, attitude, or communication of our staff or contractors. Delays, missed appointments, or other service failures in relation to storage or removal services.
If you are unsure whether your concern is a complaint, you are still welcome to raise it. We will guide you through the process and treat your comments appropriately.
How to Raise a Complaint
You can raise a complaint in any of the following ways:
In person, by speaking to a member of our team at our premises or to the crew on the day of your removal or delivery. In writing, by sending a letter marked as a complaint to our office address. Online, where available, by using any contact or enquiry form on our website and clearly stating that you wish to make a complaint.
When raising a complaint, please provide as much detail as possible, including your full name, any reference or booking number, dates of service, a clear description of what went wrong, and what outcome you are seeking. This helps us investigate more quickly and effectively.
Stage One: Frontline Resolution
Where possible, we aim to resolve complaints as soon as they arise. If you raise an issue with a member of staff or a crew leader during a removal or when visiting your storage unit, they will try to resolve the matter there and then.
If a quick resolution is not possible, or if you are not satisfied with the initial response, the matter will be referred to a supervisor or manager. We will acknowledge your complaint and explain the next steps. Many concerns can be resolved at this stage with an explanation, a practical solution, or a suitable remedy.
Stage Two: Formal Investigation
If your complaint cannot be resolved at Stage One, or if the matter is more serious, we will carry out a formal investigation. This stage usually applies where there are complex issues, significant service failures, or disagreement about what has happened.
We will acknowledge your complaint within a reasonable time. A manager or designated complaints handler will review your file, speak with relevant team members or contractors, and examine any available evidence, such as job sheets, photographs, or vehicle and storage records.
Once the investigation is complete, we will write to you with a clear response. This will set out the issues you raised, the steps we took to investigate, our findings, and any actions we propose to take. Where appropriate, we may offer an apology, a practical remedy, or a goodwill gesture. We aim to respond within a reasonable period, and if there is any delay we will let you know.
Stage Three: Internal Review
If you remain dissatisfied after the formal investigation, you can request an internal review. This is an opportunity for a senior member of our team, who has not been directly involved so far, to review how your complaint was handled and whether the outcome was fair and reasonable.
To request a review, please explain why you are unhappy with the Stage Two response and what you believe we have not addressed. We will reconsider the evidence, review any new information you provide, and decide whether the original decision should be upheld, varied, or overturned. We will then provide you with a final written response.
Timescales
We aim to handle complaints as promptly as possible. While individual circumstances may vary, our general approach is to:
Acknowledge complaints within a reasonable timeframe. Complete the Stage One response as quickly as practicable. Conduct a detailed Stage Two investigation without unnecessary delay. Complete any Stage Three review within a reasonable period after your request.
If we need more time at any stage, for example because we are waiting for information or need to inspect items in storage, we will keep you informed.
Confidentiality and Data Protection
We handle all complaints in confidence and in line with our data protection obligations. Information about your complaint will only be shared with those who need it to investigate or respond. Records of complaints are kept securely and used to help improve our services.
Our Commitment to Improvement
Feedback from customers using our storage and removal services is essential to maintaining and improving standards. We regularly review complaints to identify recurring issues, training needs, or areas where our processes can be strengthened.
By following this Complaints Procedure, we aim to ensure that every concern is handled fairly and consistently and that you feel heard and respected throughout. If you have any concerns about our service, we encourage you to tell us so that we have the opportunity to put things right.
