Storage Hanworth Complaints Procedure
Storage Hanworth is committed to providing a reliable and professional service for all storage and removals customers. We recognise that, on occasion, things may go wrong and you may wish to raise a concern or make a formal complaint. This Complaints Procedure explains how you can do this, how we will respond, and the steps we will take to put things right where possible.
Purpose and Scope
This procedure applies to all customers who use Storage Hanworth for storage, removals, packing, handling, transportation, or related services. It covers complaints about our service quality, our staff, our processes, and how we handle your property and information. It does not cover employment disputes or issues that are already subject to legal proceedings.
Our Commitment to You
When you raise a complaint with Storage Hanworth, we will treat you fairly, courteously, and with respect. We aim to:
Listen carefully to your concerns and understand the issue from your point of view. Acknowledge your complaint promptly and clearly. Investigate your complaint thoroughly and impartially. Provide a clear explanation of our findings and any decisions made. Learn from complaints to improve our storage and removals services in the future.
How to Raise a Complaint
If you are unhappy with any aspect of our storage or removals service, we encourage you to raise the issue as soon as possible so that we have the opportunity to resolve it quickly.
1. Informal Resolution
In the first instance, please speak to the member of staff you have been dealing with, or to the team on site. Many concerns can be resolved straight away through discussion, clarification, or a simple adjustment to our arrangements.
When raising your concern informally, it helps if you can provide:
Your full name and any reference for your booking or storage unit. A clear description of what went wrong, including dates and times where possible. Details of any staff you spoke to, and what was said or agreed. What you would consider to be a fair outcome or resolution.
If the issue cannot be resolved informally or you remain dissatisfied, you may proceed to make a formal complaint.
2. Formal Complaint
To make a formal complaint, please set out your concerns in writing. Written complaints help us ensure that we understand your concerns clearly and that we have a record of the issues you have raised. Please include:
Your full name and contact details. Details of the service used, such as storage, removals, packing, or combined services. A full description of your complaint and the events that led to it. Copies of any relevant documents you wish us to consider, such as inventories or service notes. The outcome you are seeking, if you have one in mind.
We will treat your written complaint as a formal complaint and handle it in accordance with the stages set out below.
Acknowledgement and Timescales
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within 5 working days. Record your complaint on our internal system so that it can be tracked and monitored. Inform you who will be responsible for investigating your complaint.
We aim to provide a full written response within 20 working days of acknowledging your complaint. If, due to the complexity of the issues raised or the availability of relevant staff, we are unable to respond within this time, we will let you know, explain the reason for the delay, and give you a revised timescale.
How We Investigate Complaints
The person assigned to your complaint will conduct an impartial investigation. This may include:
Reviewing your booking details, contract, and any service notes. Checking inventories, condition reports, or photographs where relevant. Speaking to staff members involved in your storage or removals service. Considering any written evidence or statements you have provided. Reviewing our policies, procedures, and industry guidance.
We will approach the investigation with an open mind, aiming to understand both the factual circumstances and the impact on you as a customer.
Our Response and Possible Outcomes
At the end of our investigation, we will write to you with:
A summary of the complaint as we understand it. The steps we have taken to investigate. Our findings and any conclusions we have reached. Any actions we propose to resolve the matter, if appropriate.
Where a complaint is upheld in full or in part, possible outcomes may include:
An apology and explanation. Corrective action to address the immediate problem. Changes to our processes or training to prevent a recurrence. A goodwill gesture or other remedy, where appropriate and in line with our terms and conditions.
If You Are Still Unhappy
If you remain dissatisfied with our response, you may ask for your complaint to be reviewed. A more senior member of the team who was not involved in the original investigation will re-examine the complaint, the evidence, and the initial decision.
We will then provide you with a final response setting out the outcome of this review. This will normally be issued within 15 working days of your request for a review, or we will inform you if more time is needed.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared with staff who need it to investigate and resolve the matter. We will store and process personal information in line with our data protection obligations and our privacy practices.
Using Complaints to Improve Our Service
Storage Hanworth uses complaints as a valuable source of feedback. We regularly review complaint trends to identify any recurring issues in our storage and removals operations. Where patterns are identified, we may update procedures, provide additional staff training, or invest in improved systems or equipment in order to enhance customer experience.
Accessibility of This Procedure
This Complaints Procedure is available to all customers and prospective customers who use or are considering using our storage, removals, or related services. If you require this information in an alternative format, or you need assistance to make a complaint, please let us know and we will do our best to help.
By setting out a clear and fair Complaints Procedure, Storage Hanworth aims to give you confidence that any concerns will be taken seriously and addressed professionally.
