Storage Aldwych Complaints Procedure
This complaints procedure explains how Storage Aldwych manages concerns and complaints about our storage, removals and related services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve the customer experience.
1. Our commitment to resolving complaints
Storage Aldwych is committed to providing reliable storage and professional removal company services. If something goes wrong, we want to know. We will treat every complaint seriously, investigate it thoroughly, and respond in a clear and timely manner.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your perspective.
Keep your complaint confidential within the business and handle it with respect.
Respond within clear timeframes and explain any delays.
Provide a fair outcome, supported by evidence and our terms and conditions.
Use what we learn from complaints to prevent similar issues in future.
2. What is covered by this procedure
This procedure covers complaints about the services we provide as a storage and removals company, including:
Collection, loading, transport and delivery of goods.
Placement of items into storage and removal from storage.
Condition of goods on collection or return, where this relates to our services.
Customer service, communication and conduct of our staff or contractors.
Administration of bookings, charges, invoices and payment queries.
Issues with access, scheduling or other operational arrangements.
This procedure does not cover matters that are being handled by a court, an insurer where a claim is in progress, or any issue that falls entirely outside our services.
3. How to raise a complaint
You can raise a complaint in writing or verbally. To help us investigate efficiently, please provide the following information where possible:
Your full name and the name on the booking or storage agreement.
Your booking or reference number if available.
The date of the service and any relevant addresses.
A clear description of what went wrong and when it happened.
Names of any staff members involved, if known.
Copies of any supporting evidence you wish us to consider, such as photographs, inventory lists, or written notes.
If you raise a complaint verbally, we may ask you to confirm the key details in writing so that there is a clear record of your concerns and how you would like us to resolve the issue.
4. Stages of our complaints process
Stage 1: Initial review and acknowledgement
We will acknowledge your complaint as soon as reasonably possible. At this stage we will:
Confirm that we have received your complaint.
Clarify any points that are unclear.
Explain the next steps and expected timescales.
Most straightforward issues can be resolved at this stage through discussion, clarification or a simple corrective action.
Stage 2: Investigation
If your complaint cannot be resolved immediately, it will be passed to a manager for a more detailed investigation. The manager will usually:
Review your account, booking records and any relevant paperwork.
Check any inventories, condition reports or service notes.
Speak to the staff members involved, where appropriate.
Assess any photos, evidence or additional information you have provided.
The time taken for this stage will depend on the complexity of the complaint, but we aim to provide a full response within a reasonable period. If we need more time, we will explain why and tell you when you can expect an update.
Stage 3: Response and outcome
Once the investigation is complete, we will send you a written response. This will include:
A summary of your complaint.
Details of the investigations carried out.
Our findings and the reasons for our decision.
Any steps we will take to put things right or improve our services.
Where appropriate, we may propose remedies such as an explanation, apology, corrective work, or a goodwill gesture in line with our terms and conditions and any applicable policies.
Stage 4: Escalation
If you are dissatisfied with the outcome, you may ask for your complaint to be reviewed at a higher level within Storage Aldwych. When you do this, please explain why you disagree with our initial decision and what resolution you are seeking.
The escalated review will usually be handled by a senior manager who was not directly involved in the original decision. They will reassess the evidence, consider any new information, and confirm whether the original outcome is upheld or amended.
5. Time limits for raising complaints
To allow for a fair investigation, we encourage customers to raise concerns as soon as possible after the event. Issues related to removals, handling of goods or access should normally be reported within a reasonable time from the date of service or from when you first became aware of the problem.
Delays in reporting may affect what we are able to investigate or the remedies that can reasonably be offered, especially where evidence may no longer be available.
6. Fairness, confidentiality and data protection
We will treat all complaints with respect and handle them in line with our obligations under data protection legislation. Information you provide will be used only for the purposes of investigating and resolving your complaint, for internal monitoring, and for improving our services.
Complaints are handled impartially. The outcome will be based on the facts established, any available evidence, and our published terms and conditions for storage and removal services.
7. Using complaints to improve our services
Feedback and complaints are an important part of how Storage Aldwych improves the quality and reliability of its storage and removals operations. We regularly review complaint trends to identify any recurring issues, training needs or changes we should make to our procedures, communication, or service standards.
By raising a complaint, you help us understand what matters most to our customers and where we can do better.
8. Acceptance of this procedure
By using our services, you acknowledge that complaints will be handled in accordance with this procedure and with our general terms and conditions. This procedure is not intended to limit any legal rights you may have, but to provide a clear and fair route for resolving issues directly with Storage Aldwych.
