Storage Shadwell Complaints Procedure
Storage Shadwell is committed to delivering a reliable and professional service for all storage and removals customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and continually improve our service.
This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you are not satisfied with the outcome.
Our Commitment to You
We aim to handle every complaint fairly, consistently and promptly. We will treat you with respect and courtesy and expect the same from you and anyone acting on your behalf. Our goals when dealing with complaints are to:
Listen carefully to your concerns and understand what has happened from your perspective.
Investigate issues thoroughly and objectively, including any matters involving storage facilities, access, security, removals, transport, or customer service.
Provide a clear, timely response and explain the reasons for our decisions.
Learn from complaints to improve our systems, staff training and operational procedures.
What Is a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about our services, staff, contractors, vehicles, storage units, or the way we have handled a previous enquiry. You may wish to complain if, for example:
You believe we have not provided a service as agreed, such as a scheduled move, collection, or delivery.
There are concerns about how your goods have been handled in transit or while in storage.
You feel you have received inaccurate information about charges, access times, or service limits.
You consider that a member of our staff or contractors has behaved inappropriately or unprofessionally.
Raising a complaint will not affect any ongoing or future service you receive from us.
How to Make a Complaint
You can make a complaint in writing or by speaking to us directly. Written complaints help us understand the details more easily, especially for matters involving technical or logistical issues with our storage facilities or removal services.
When submitting your complaint, please provide:
Your full name and the name on your storage or removals agreement.
Details of the services affected, such as storage unit type, dates of collection or delivery, and any reference numbers you may have.
A clear description of what has gone wrong, including key dates, times, locations, and who you dealt with, where possible.
What you would like us to do to resolve the matter.
The more information you provide, the easier it will be for us to investigate your concern thoroughly and respond promptly.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the staff member or team you have been dealing with. Many issues, especially those related to booking removals, accessing storage units, or understanding invoices, can be resolved quickly at this stage.
We will acknowledge your complaint at the earliest opportunity. Where possible, we will aim to resolve straightforward issues within a reasonable time frame. If we need more time, we will explain why and let you know when you can expect a further update.
Stage Two: Formal Investigation
If your complaint cannot be resolved informally, or if you remain dissatisfied with the response at Stage One, you may request a formal investigation. At this stage, your complaint will be reviewed by a senior member of our team who is not directly involved in the original issue.
During a formal investigation we will:
Review all relevant information, including booking records, storage unit logs, driver schedules, and communication history.
Speak with staff or contractors involved, where appropriate.
Consider any policies, terms, and conditions relevant to your complaint.
We will aim to provide a written response to a formal complaint within a reasonable timeframe. If further time is needed, for example where a complaint involves multiple services or complex circumstances, we will keep you informed about progress and expected timescales.
Our Response
When we have completed our investigation, we will provide a clear explanation of our findings. Our response will usually include:
A summary of your complaint and the issues we have considered.
Details of the steps we have taken to investigate the matter.
Our decision and the reasons for it.
Any actions we will take, which may include practical remedies, service improvements, training, or other appropriate measures.
Where a complaint relates to loss, damage, or delay involving storage or removals, we will handle the matter in line with our terms, conditions, and any applicable insurance provisions. We may ask you for further information or evidence to support a claim, such as inventory details or photographs, so that we can consider it properly.
Escalation if You Are Not Satisfied
If you remain dissatisfied with the outcome of the formal investigation, you may request that the matter be reviewed again. Your request should explain why you do not agree with our findings and what outcome you are seeking.
In reviewing an escalated complaint, we will check that our process has been followed correctly, that all relevant information has been considered, and that our decision is reasonable in light of the evidence available.
Using a Representative
You may ask someone to act on your behalf when making or pursuing a complaint, such as a family member or other representative. If you do this, we may need confirmation from you that you are happy for us to discuss your account and circumstances with that person. This is to help protect your privacy and the security of your stored goods and personal information.
Learning From Complaints
We use information from complaints to monitor our performance and to improve our services, whether related to storage, removals, customer communication, or site operations. This may include updating our procedures, reviewing staff training, or adjusting how we manage bookings, collections, and deliveries.
By sharing your concerns with us, you help us maintain high standards of service across our storage and removal operations. We value your feedback and take all complaints seriously.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair, and effective. Any updates will apply to future complaints and will not affect your statutory rights.
If you have any questions about this procedure or how it applies to your circumstances, you can contact us and we will be happy to explain it in more detail.
