Storage North Harrow Complaints Procedure
Storage North Harrow aims to provide reliable storage and removal services and to handle all customers property with care and professionalism. However, we recognise that occasionally things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We are committed to treating every complaint seriously and dealing with it in a fair, transparent and timely manner. We will listen carefully to your concerns, investigate what has happened, and where appropriate offer an explanation, an apology, and a suitable resolution.
We welcome feedback because it helps us improve our storage and removal services and the overall experience we provide to customers.
What This Procedure Covers
This procedure covers complaints about our services, including but not limited to:
Issues with storage units, access, or security. Concerns regarding collection, transport or delivery of items as part of removal or moving services. Staff conduct and customer service. Administration and communication such as booking details, paperwork and billing.
This procedure is not intended for routine queries, booking amendments or general feedback. Those should be discussed with our customer service team in the usual way.
Raising a Complaint Informally
Many issues can be resolved quickly and informally. If you experience a problem, please speak to a member of our team as soon as possible, either at the facility or through our usual contact channels. Explain what has happened and what outcome you are seeking. We will aim to resolve the matter on the spot or within a short period of time.
If you are not satisfied with the informal response, or if the issue is more serious, you can raise a formal complaint following the steps below.
How to Make a Formal Complaint
To help us understand and deal with your complaint effectively, please provide the following details when you contact us:
Your full name and any reference or agreement numbers related to your storage or removal service. The dates and times of the incident or service you are complaining about. A clear description of what went wrong and how it has affected you. The names of any staff you have already spoken to, if known. Any documents, photographs or other information that supports your complaint. What you would consider a reasonable outcome.
You may submit your complaint using any of our normal written communication channels or by speaking to a manager, who will make a written record of your complaint. We encourage written complaints so that we can clearly understand the details and keep an accurate record.
Acknowledging Your Complaint
Once we receive your formal complaint, we will record it in our internal complaints log. We will then acknowledge receipt within a reasonable period of time. Our acknowledgement will confirm that we are investigating the matter and will provide an indication of the expected timescale for a full response.
If we need any further information or clarification in order to investigate, we may contact you to request additional details.
Investigating Your Complaint
Your complaint will be reviewed by an appropriate manager who was not directly involved in the issue, wherever possible. The investigation may include:
Reviewing your account records and any relevant service notes. Speaking with staff members involved in the service or incident. Checking any available logs, schedules or internal reports. Considering any evidence you have submitted, such as photographs or written correspondence.
We aim to complete our investigation and provide a full response as promptly as we reasonably can, taking into account the complexity of the issue and the availability of information.
Our Response and Possible Outcomes
After we complete our investigation, we will provide you with a written response. This will explain:
What we have understood your complaint to be. The steps we have taken to investigate. Our findings and conclusions. Any actions we will take as a result.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action to improve our services, or other forms of resolution where appropriate and in line with our terms and conditions.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that it is reviewed at a higher level within Storage North Harrow. A senior member of the team, who has not previously been involved, will review both the original complaint and the way it was handled.
Following this review, we will provide a final written response. This will set out our final position on the matter within the scope of this procedure and our contractual terms.
Timescales
We aim to acknowledge formal complaints promptly and to provide a full response within a reasonable timescale. If, due to the complexity of the matter, we need more time, we will inform you and explain why there is a delay and when you can expect our response.
Confidentiality and Data Protection
All complaints will be handled sensitively and in accordance with applicable data protection and privacy requirements. Information about your complaint will only be shared internally with those who need it to investigate and resolve the issue. We will keep records of complaints and outcomes to help us monitor performance and improve our services.
Using This Procedure
This Complaints Procedure is designed to be clear and accessible for customers using our storage and removal services. If you require any assistance in making a complaint or need this information in a different format, please contact our team, who will be pleased to help.
By using this procedure, you help us understand where our services can be improved and support our commitment to providing a professional, reliable and customer focused service at Storage North Harrow.
