Storage Hackney Complaints Procedure
This complaints procedure explains how Storage Hackney handles concerns and complaints about our storage and removal services. We aim to provide a clear, fair and straightforward process so that any issues can be raised, investigated and resolved as quickly as possible.
Our commitment to you
We are committed to delivering reliable storage and removal services, with a focus on care, safety and communication. If we fall short of your expectations, we want to know. Complaints are treated seriously and used to improve our systems, training and service standards.
We will always aim to:
Listen carefully to your concerns and understand what went wrong from your perspective.
Handle your complaint respectfully, confidentially and without bias.
Investigate the facts in a fair and balanced way.
Provide a clear response and, where appropriate, an explanation and remedy.
Use the outcome to prevent similar issues arising in the future.
What this procedure covers
This procedure applies to complaints relating to our storage and removal activities, including but not limited to:
Collection, handling, packing and loading of items for storage or removal.
Transportation and delivery of belongings.
Storage of goods, including security, condition of the units and access arrangements.
Customer service, communication and information provided about our services or charges.
Billing, fees and any disputes about quotations, invoices or payment.
If your concern relates to something that falls outside this procedure, we will explain this and, where possible, direct you to an alternative route to seek assistance.
Raising an informal concern
Where possible, we encourage you to raise your concern informally in the first instance. Many issues can be resolved quickly by discussing them with a member of our team, such as the staff at the storage facility or the coordinator for your removal service.
When you raise an issue informally, we will aim to:
Understand the problem in detail.
Clarify what you would consider a reasonable resolution.
Offer a practical solution where appropriate.
Most informal concerns can be resolved within a few working days. If you are not satisfied with the outcome, or if the matter is serious, you can use the formal complaints process described below.
Making a formal complaint
If an informal approach does not resolve your concern, or you prefer to make a formal complaint straight away, you can do so in writing. Providing your complaint in writing helps us understand the issue clearly and keep a record of what has been raised.
In your complaint, please include:
Your full name and any reference details relating to your storage or removal service.
A description of what has gone wrong, including relevant dates, times and locations.
Details of any conversations you have already had with our team about the issue.
Any supporting information that may assist, such as inventories, photographs or signed documents.
What outcome or resolution you are seeking.
Acknowledgement and timescales
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In this acknowledgement we will confirm that your complaint has been logged and provide an indication of how long our investigation is likely to take.
We aim to provide a full written response as promptly as possible. Complex complaints, particularly those involving multiple services or third parties, may take longer to investigate. If we need more time, we will keep you informed of progress and explain the reasons for any delay.
How we investigate complaints
We handle each complaint on its own merits and in a structured way. Our investigation may include:
Reviewing your account and any relevant service records.
Speaking with staff who were involved in the collection, storage, removal or customer service activities.
Reviewing documents such as inventories, quotes, contracts and photographs.
Considering whether our procedures and standards were followed.
We will assess the information with a view to being fair, objective and transparent. If we need clarification or further details from you, we will contact you during the investigation.
Our response and possible outcomes
At the conclusion of our investigation, we will send you a written response setting out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and any conclusions reached.
Any actions we will take to put things right, where appropriate.
Possible outcomes may include an explanation, an apology, corrective action to address a service issue, or other remedies that we consider appropriate in the circumstances and consistent with our terms and conditions.
If you remain dissatisfied
If you do not agree with the outcome of your complaint, you may request that the decision is reviewed. In that case, where possible, a senior member of our team who has not been directly involved in the original investigation will re-examine the complaint, the process followed and the conclusion reached.
The reviewer will consider whether the complaint was handled fairly and whether the outcome was reasonable based on the information available. Following this review, we will inform you of the final decision.
Confidentiality and data protection
All complaints are handled in line with our data protection responsibilities. Information related to your complaint will only be shared with those who need it to investigate and respond. We keep records of complaints and outcomes securely so that we can monitor service quality and identify areas for improvement.
Using complaints to improve our services
Your feedback, whether positive or negative, helps us strengthen our storage and removal services. We regularly review complaints to identify patterns, training needs and opportunities to refine our processes. By raising concerns, you help us ensure a safer, more reliable and more transparent service for all customers.
This complaints procedure is kept under review and may be updated from time to time to reflect changes in our services, legal requirements or best practice in complaint handling.
