Storage Kidbrooke Complaints Procedure
This Complaints Procedure explains how Storage Kidbrooke manages concerns and complaints from customers using our storage, packing and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using your feedback to improve our services.
Our Commitment to You
We are committed to providing a professional and reliable service for all storage and removal customers. If something goes wrong, we want to know so we can put it right. We will treat every complaint seriously, investigate it thoroughly and respond within reasonable timescales.
We will always aim to:
Listen carefully to your concerns, keep you informed throughout the process, act fairly and consistently, and learn from complaints to prevent similar issues in future.
What This Procedure Covers
This procedure applies to complaints about our storage units, collection and delivery services, packing, handling, removals and customer service. It covers issues such as service quality, delays, communication problems, billing concerns and the conduct of our staff or contractors.
This procedure does not cover matters that are already the subject of legal proceedings, insurance claims being handled by insurers, or complaints about another company not acting on our behalf.
Informal Resolution
Many issues can be resolved quickly by speaking to us as soon as a problem arises. In the first instance, we encourage you to contact the team member you have been dealing with, or a supervisor on site, to explain your concern. Where possible, we will try to resolve the matter immediately 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 make a formal complaint following the steps below.
How to Make a Formal Complaint
You can make a formal complaint in writing. Providing written details helps us to understand the issue clearly and to keep an accurate record of what has happened.
When submitting your complaint, please include:
Your full name, your postal address, the dates of any relevant storage, packing or removal services, a clear description of your complaint, details of any staff you have already spoken to and what outcome you are seeking.
We encourage you to raise your complaint as soon as possible after the issue occurs, so that we can investigate while information is still recent and accurate.
Stage One: Acknowledgement and Initial Review
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period of time. In most cases this will be within five working days. Our acknowledgement will confirm that we have received your complaint and will provide a reference for future correspondence.
At this stage we may contact you to clarify any details, request further information or evidence, or ask you about any previous attempts to resolve the matter informally.
Stage Two: Investigation
Your complaint will be assigned to a manager who is responsible for overseeing the investigation. They may speak with staff members involved, review booking records, job sheets, storage contracts, payment records, delivery notes, photographs or CCTV where available and appropriate.
We aim to complete our investigation and provide you with a full written response within 20 working days of acknowledging your complaint. If we are unable to meet this timescale, for example because we require additional information or because key staff are unavailable, we will inform you and explain the reasons for any delay, together with an updated timeframe.
Our Response
After the investigation is complete, we will write to you with our findings and any proposed resolution. Our response will normally include a summary of your complaint, an outline of the investigation carried out, our decision and reasons, and, where appropriate, details of any remedies or actions we will take.
Possible outcomes may include an explanation or apology, corrective action to complete or improve the service, a review and change of internal processes, or other appropriate remedies in line with our terms and conditions and applicable law.
If You Are Not Satisfied With the Outcome
If you remain unhappy with our response at the end of Stage Two, you may request that your complaint is reviewed again. You should write to us explaining why you are dissatisfied with the outcome and what you would like us to reconsider.
Where possible, a senior manager who has not been involved in the original investigation will review your complaint, the evidence considered, and the decision that was reached. They may decide to uphold the original outcome, change the decision or request further investigation.
We will aim to provide a final written response to this review within 20 working days. If additional time is required, we will let you know and explain the reasons.
External Guidance and Further Action
If, after receiving our final response, you still consider that your complaint has not been resolved fairly, you may wish to seek independent advice. This could include consumer advice services, legal advice or any relevant trade or regulatory bodies for the storage and removals sector.
Any rights you may have to pursue claims through the courts or other formal channels are not affected by this procedure.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with data protection requirements. Information will only be shared with staff or third parties who need it in order to investigate and resolve your complaint or where we are legally required to do so.
Recording and Using Complaint Information
We keep records of complaints, investigations and outcomes. This information helps us to monitor our performance, identify recurring issues and improve our services for storage and removal customers. Any reporting or analysis is carried out using anonymised information where possible.
Updates to This Procedure
Storage Kidbrooke may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the storage and removals industry. The latest version of this procedure will always apply to new complaints.
