Complaints Procedure for Storage Merton Park Customers
This Complaints Procedure explains how Storage Merton Park manages concerns and complaints about our storage, removals and associated services. Our aim is to resolve issues quickly, fairly and consistently, and to use all feedback to improve our customer experience.
1. Purpose and Scope
This procedure applies to all customers who use our storage, removals or related services. It covers complaints about service quality, conduct of staff or contractors, handling of goods, billing, documentation, communication, and health and safety concerns relating to our operations.
We treat every complaint seriously, whether it is raised informally or as a formal complaint. You will not be charged for making a complaint, and raising a concern will not affect your right to use our services in the future.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction from a customer or their representative regarding our services or the way we have handled a previous enquiry, where a response or resolution is explicitly or implicitly expected.
You may wish to complain if, for example, you feel that:
Our removal or storage services did not meet the standard you reasonably expected, your goods were not handled with appropriate care, our staff or contractors behaved unprofessionally, agreed timescales were not met without reasonable explanation, our invoices or charges appear incorrect or unclear, or we have not followed our own policies or terms.
3. How to Raise a Complaint
You can raise a complaint verbally or in writing. If you prefer to speak to someone, you may contact a member of our team during normal office hours. For complex or serious matters, we encourage you to put your concerns in writing so that we can fully understand the issue and respond in detail.
When submitting a complaint, please provide as much relevant information as possible, including your full name, the dates of the service or incident, a description of what happened, any steps already taken to raise the issue, and the outcome you are seeking, if you have one in mind.
4. Informal Resolution First
In many cases, issues can be resolved quickly and informally by speaking directly with a member of our team. We encourage customers to raise concerns as soon as they arise, so we have the opportunity to put things right promptly.
Our staff will listen to your concerns, clarify any misunderstanding, and try to agree a reasonable solution with you. Where an informal resolution is agreed, we will keep a brief record of what was raised and how it was resolved, so that we can monitor trends and improve our services.
5. Making a Formal Complaint
If you are not satisfied with the outcome of an informal discussion, or if the matter is too serious to be handled informally, you can make a formal complaint. Clearly state that you wish your concern to be treated as a formal complaint so that we can ensure it is escalated appropriately.
On receipt of a formal complaint, we will acknowledge it within a reasonable period, normally within five working days. The acknowledgement will outline the next steps, who will be responsible for investigating your complaint, and the expected timescale for a full response.
6. Investigation and Response
Your complaint will be handled by a manager or senior member of staff who is suitably independent of the events you have raised where possible. The investigation may include reviewing relevant documents such as inventories, contracts, photographs and logs, speaking to staff or contractors involved in removal or storage activities, and, where necessary, asking you for further details or clarification.
We aim to provide a full written response within twenty working days of acknowledging your complaint. If more time is needed, for example where the matter is complex or requires input from third parties, we will keep you informed of progress and let you know when you can expect a full reply.
7. Outcomes and Remedies
Following the investigation, we will explain our findings and any actions we will take. Where a complaint is upheld, possible outcomes may include an apology and explanation, corrective action to put things right where possible, service improvements to prevent similar issues, or financial remedies where appropriate and in line with our terms and relevant law.
If your complaint is not upheld, we will clearly explain the reasons and the evidence considered. In all cases, we seek to be fair, transparent and proportional in our decisions.
8. Escalation if You Remain Dissatisfied
If you are not satisfied with our formal response, you may request that your complaint is reviewed by a more senior manager, who will look again at the details, the investigation and the outcome. They may uphold the original decision, change it, or request further investigation.
We will confirm the outcome of this review in writing. This will normally represent the final position of Storage Merton Park on the matter, unless new information becomes available which materially affects the case.
9. Complaints Involving Claims for Loss or Damage
Where your complaint involves alleged loss of or damage to goods in connection with our removal or storage services, we will handle it in line with this procedure and with reference to our terms and any applicable insurance arrangements.
We may ask you to provide an inventory, photographs, receipts or other evidence to help us assess the nature and extent of any loss or damage. Any offers of settlement will take into account contractual provisions and relevant limits of liability.
10. Data Protection and Confidentiality
We handle all complaints in confidence, sharing information only with those who need it to investigate and resolve the matter, or where we are required to do so by law. Information is stored and retained securely in line with our data protection obligations.
11. Continuous Improvement
We regularly review complaints data to identify recurring issues, trends and opportunities to improve. This may lead to changes in our processes, training for staff involved in removals and storage operations, or updates to customer information and documentation.
By following this Complaints Procedure, Storage Merton Park aims to resolve problems fairly and efficiently and to maintain the trust of customers who rely on our storage and removal services.
