Storage Biggin Hill Complaints Procedure
Storage Biggin Hill is committed to providing a reliable, professional and courteous service for all storage and removals customers. We recognise that, from time to time, concerns may arise. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can expect from us throughout the process.
Our Commitment to You
We aim to resolve all complaints promptly, fairly and consistently. Every complaint is taken seriously and is treated as an opportunity to review and, where necessary, improve our storage, handling and removal services. We will always treat you with respect and expect the same courtesy in return.
What This Procedure Covers
This complaints procedure applies to all services provided by Storage Biggin Hill, including but not limited to:
Storage of personal or business items
Domestic and commercial removals
Packing, loading, unloading and related services
Collection and delivery of goods to and from our facilities
Customer service interactions related to these activities
It covers concerns about the standard of service, the conduct of our staff or contractors, the condition of stored or transported items where this falls within our responsibility, and the accuracy of information or documentation we have supplied.
Raising a Complaint
You can raise a complaint verbally or in writing. To allow us to investigate effectively, please provide as much detail as possible, including:
Your full name
Relevant service dates, booking references or storage unit numbers
A clear description of your concern
Details of any conversations already held with our team
What outcome or resolution you are seeking
We encourage you to raise complaints as soon as possible after an issue arises, so that matters are easier to investigate and more likely to be resolved swiftly.
Stage One: Frontline Resolution
In the first instance, we ask that you raise your concern with the member of staff you have been dealing with, or with our on-site team. Many issues can be resolved immediately at this stage, for example by clarifying information, correcting an error or adjusting arrangements for storage or removals.
Where your complaint is made in person or by telephone, we will aim to resolve it straight away or within two working days. If this is not possible, we will explain why and move the matter to the next stage.
Stage Two: Formal Written Complaint
If your complaint cannot be resolved at Stage One, or if you prefer to make a formal written complaint from the outset, it will be handled by a more senior member of staff or a manager.
On receipt of your formal complaint, we will:
Acknowledge your complaint in writing within five working days
Record the details in our complaints log
Review relevant documents, booking records and service notes
Speak with any staff or contractors involved
Assess whether any service shortfall has occurred
We aim to provide a full written response within 20 working days of acknowledging your complaint. If we require more time, for example where a detailed investigation is needed, we will inform you of the reason for the delay and provide an updated timeframe.
Our Response and Possible Outcomes
When we have completed our investigation, we will send you a clear written response. This will usually include:
A summary of your complaint and the issues investigated
The findings of our investigation
Any action we have taken or propose to take
Our decision on whether the complaint is upheld in full, in part, or not upheld
Where we find that our service has fallen below the standards you are entitled to expect, we will seek to put matters right. Depending on the circumstances, this may include an explanation or apology, a practical solution such as re-performing part of the service, or other appropriate remedies consistent with our terms and conditions.
If You Are Still Unhappy
If, after receiving our formal response, you remain dissatisfied, you may request that your complaint is reviewed by a senior manager or director. You should explain which aspects of our response you disagree with and why.
The reviewing manager will reconsider the complaint, the investigation, and the outcome already provided. They may request further information from you or from our team. Following this review, we will write to you again with our final position on the matter.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible. In many cases we may not be able to carry out a full investigation if a significant amount of time has passed since the events in question, for example due to the availability of records or staff members. If we are unable to investigate thoroughly for this reason, we will explain this to you.
Confidentiality and Data Protection
Your complaint will be handled confidentially and only shared with those who need the information to investigate and respond. Any personal data we collect during the complaints process will be handled in line with our data protection obligations and used only for the purpose of managing your complaint and improving our services.
Continuous Improvement
Every complaint is logged and reviewed as part of our ongoing quality management. Trends identified from complaints about storage conditions, handling of goods, scheduling of removals, or customer communication are used to refine our processes, enhance staff training and raise service standards for all customers.
By following this complaints procedure, Storage Biggin Hill aims to ensure that any concerns about our storage or removal services are addressed in a timely, transparent and constructive manner.
