Storage Forest Gate Complaints Procedure
This Complaints Procedure explains how Storage Forest Gate manages and resolves complaints about our storage and removal services. We take all concerns seriously and aim to resolve issues quickly, fairly and transparently.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible process for customers who feel dissatisfied with any aspect of our storage facilities, removal services, administration, or staff conduct. It sets out how to raise a complaint, how we will respond, and what you can do if you remain unhappy with the outcome.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is expected. This can include, for example:
Issues with access to your storage unit, condition of storage areas, or billing and charges. Concerns about removal services including handling of goods, timing, or communication. Dissatisfaction with the conduct, attitude or actions of our staff or contractors. Concerns that we have not followed our own policies or commitments.
We encourage you to tell us as soon as possible if something has gone wrong, so we can attempt to put it right promptly.
Raising an Informal Complaint
In many cases, concerns can be resolved quickly and informally. If you experience a problem, you should first raise it with a member of staff at the site or with the team you have been dealing with for your storage or removal booking. Explain what has happened, why you are unhappy, and what you would like us to do.
Our staff will try to resolve the matter immediately or within a short period, depending on the nature of the issue. If you are satisfied with the explanation or solution offered, the matter will be closed and no further action is required.
Making a Formal Complaint
If you are not satisfied with the outcome of your informal discussion, or if the matter is serious, you may submit a formal complaint. When making a formal complaint, please provide as much detail as possible, including:
Your full name and any reference or booking details. A clear description of the issue, including dates, times and the people involved where known. Any supporting information you consider relevant, such as inventory notes for removal services, photographs, or written communication. What outcome or resolution you are seeking.
We will treat your complaint fairly and confidentially, and it will not affect any ongoing or future services you receive from us.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement. This will normally be provided within a reasonable timeframe, explaining that we have received your complaint and are starting an investigation. In some cases, we may contact you for further information or clarification so that we fully understand the issue.
How We Investigate Complaints
Your complaint will be reviewed by a manager or another appropriate senior team member who is not directly involved in the matter complained about. The investigation may include:
Reviewing your account, booking and storage or removal documentation. Speaking to relevant staff or contractors. Checking any site records such as access logs or incident reports. Considering any relevant policies, terms and conditions, or industry guidance.
We aim to investigate and respond as quickly as possible, but the time required will depend on the complexity of the complaint.
Our Response and Possible Outcomes
After investigating, we will provide you with a written response. This will usually include:
A summary of your complaint. The steps we took to investigate the matter. Our findings and any conclusions we have reached. Any actions we propose to take to resolve the issue.
Possible outcomes may include an explanation, an apology, corrective action, service improvements, or other appropriate remedies. If we find that we have made a mistake or could have handled something better, we will acknowledge this and seek to put matters right.
If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed at a higher level. Your request should explain why you are unhappy with the outcome and what further resolution you are seeking.
A senior manager will review the original investigation and response, consider any additional information you provide, and decide whether further action is needed. We will then provide a final response setting out our position.
Complaints Related to Removal Services
For complaints specifically about removal services, such as damage to goods, delays, conduct of removal teams, or adherence to agreed schedules, you should raise your concerns as soon as possible after the service has taken place. Prompt reporting helps us investigate while details are still clear.
If your complaint involves alleged loss or damage, we may request supporting information such as photographs, inventories, or condition reports. We will review these carefully alongside our own records and any relevant terms and conditions.
Confidentiality and Data Protection
All complaints are handled in line with our data protection obligations. Information is shared only with those who need it to investigate and resolve your complaint. We retain records of complaints and outcomes so that we can monitor performance, improve our services, and demonstrate how we have handled issues.
Our Commitment to Continuous Improvement
We use feedback and complaints to identify patterns, address recurring issues, and improve the way we manage storage and removal services. By telling us when something has gone wrong, you are helping us to enhance our systems, staff training and customer experience.
This Complaints Procedure does not affect your statutory or contractual rights. If you would like more information about our complaints process or need assistance to make a complaint, our team will be happy to explain the options available.
