Complaints Procedure for Storage Cambridge Heath
This complaints procedure explains how Storage Cambridge Heath receives, investigates and resolves complaints about our storage and removal services. Our aim is to deal with every concern promptly, fairly and consistently, and to use feedback to improve the service our customers receive.
Purpose of this procedure
The purpose of this procedure is to provide a clear and accessible process for customers who are dissatisfied with any aspect of our storage, removal or associated services. It sets out how to raise a complaint, how we will respond, and what you can expect from us at each stage.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether storage, removals, handling of belongings, customer service or administration, where you would like a response or resolution. Examples include concerns about service quality, staff conduct, charges, communication, delays or how we have handled a previous issue or request.
We welcome all feedback, whether positive or negative. General comments and suggestions will be treated as feedback, while any concern where you request that we put something right will be managed under this complaints procedure.
Who can make a complaint
This complaints procedure is available to all customers of Storage Cambridge Heath, including individuals, families and businesses using our storage units, removal services or related services. A complaint can be made directly by the customer or by an authorised representative acting on their behalf, provided they have the customer’s permission.
How to make a complaint
You can make a complaint in writing or verbally. To help us handle your complaint efficiently, please provide the following information where possible:
The name the booking or storage agreement is under. Any relevant reference, agreement or invoice number. The date of the service or event you are complaining about. A clear description of what went wrong and how it has affected you. Details of any staff members you dealt with, if known. The outcome you are seeking, for example an explanation, apology, corrective action or review of charges.
If you need assistance to set out your complaint, we will take reasonable steps to support you. This may include recording your complaint by phone or in person and confirming our understanding with you.
Stage 1: Informal resolution
Where possible, we encourage customers to raise concerns as soon as they arise with the staff member or team they have been dealing with. Many issues can be resolved quickly at this stage through explanation, clarification or prompt corrective action.
At Stage 1, our aim is to respond as soon as possible, usually within five working days. If the issue is more complex, we will let you know that we need more time and explain the reason for any delay.
Stage 2: Formal complaint
If you are not satisfied with the outcome of Stage 1, or if the matter is too serious or sensitive to be handled informally, you may request that your concern is treated as a formal complaint. You should explain that you wish to escalate the complaint and set out any additional information or supporting details.
Once we receive a formal complaint, we will:
Acknowledge receipt of your complaint within five working days. Record the complaint on our internal system. Assign a manager, who has not been directly involved in the matter, to investigate.
The investigating manager may contact you to clarify details, request further information or discuss possible solutions. We aim to provide a full written response within 20 working days of acknowledging your complaint. If we are unable to meet this timescale because the matter is particularly complex or requires further investigation, we will inform you of the reason and the revised timeframe.
Our investigation and response
During the investigation we will consider all relevant information, including service records, communication logs, staff accounts and any evidence you provide, such as photographs or inventories. We will take into account the nature of storage or removal work, the terms of your agreement, and any applicable industry standards.
Our written response will usually include:
A summary of your complaint and the issues you raised. The findings of our investigation. Our decision on whether your complaint is upheld in full, upheld in part or not upheld. Any steps we will take to put matters right, which may include an apology, corrective action, staff training, service improvements or a review of charges. Information on any further options available to you if you remain dissatisfied.
Stage 3: Further review
If you are not satisfied with the outcome of the formal complaint, you may request a further review. You should clearly explain why you remain dissatisfied and what you believe has not been addressed.
Your request will be reviewed by a senior member of our management team who has not previously been involved with your complaint. They will consider whether the process has been followed correctly, whether the decision was reasonable in light of the evidence, and whether any further action is required.
We aim to provide a final written response to a review request within 20 working days. This response will confirm our final position on the matter within our internal complaints procedure.
Time limits for raising a complaint
It is easier for us to investigate and resolve issues when they are raised promptly. We therefore encourage you to submit your complaint as soon as possible and normally within six months of the event, or of becoming aware of the issue. We may still consider complaints raised after this period where there is a good reason for the delay and the matter can be investigated fairly.
Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. Information will be shared only with staff who need it to investigate and resolve the issue, or where we are required to disclose information by law. Any personal data provided in connection with a complaint will be processed in line with our data protection obligations.
Our commitment to continuous improvement
Storage Cambridge Heath is committed to continuously improving the quality and reliability of our storage and removal services. We record and monitor complaints to identify patterns, recurring issues and opportunities for improvement. Lessons learned from complaints may lead to updates to our procedures, staff training and customer information so that future customers benefit from a better experience.
We value the time customers take to tell us when something has gone wrong. Following this complaints procedure helps us respond effectively and fairly, and ensures that concerns about our storage and removal services are handled in a clear and structured way.
