Storage Southgate Complaints Procedure
Storage Southgate is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, consistent and timely manner. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage of the process.
Purpose and Scope of this Procedure
This procedure covers complaints relating to our storage facilities, associated removal services, customer service and administration. It is intended for individual customers and business clients who use, or have recently used, our services. We treat all complaints seriously and use them as an opportunity to review and improve our operations.
This procedure does not replace or limit any legal rights you may have. It is designed to provide a clear, internal route for raising and resolving issues with Storage Southgate as quickly and constructively as possible.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about a service that Storage Southgate has provided or failed to provide, where a response or resolution is explicitly or implicitly expected. This may include, for example, concerns about the handling of stored items, collection or delivery issues relating to removal services, contract or billing disputes, or the standard of customer service received.
If you are uncertain whether your issue is a complaint, you may still raise it with us and we will guide you through the appropriate steps.
How to Raise a Complaint
You may raise a complaint in writing or verbally. To help us understand your concerns and respond efficiently, please provide the following information where possible:
Your full name and the name under which the storage or removal booking was made
Details of the service you used, including relevant dates
A clear description of the issue you are complaining about
Any relevant supporting information you wish to provide, such as reference numbers or photographs
What outcome you are seeking, for example an explanation, correction or specific resolution
We encourage you to raise your concern as soon as possible after the issue arises so that we can investigate while the facts are still recent and easier to verify.
Our Complaints Handling Stages
We aim to resolve most issues informally at the first point of contact. However, where this is not possible or where you request a formal review, we follow a structured process as set out below.
Stage One: Initial Response
Once we receive your complaint, we will record it and allocate it to an appropriate member of the team. We will acknowledge your complaint and, where necessary, may contact you to clarify any points or request further details.
At this stage, we will usually attempt to resolve the matter quickly, for example by providing an explanation, correcting a mistake, or proposing a practical solution. We aim to provide a substantive response within a reasonable timeframe, taking into account the nature and complexity of the complaint.
Stage Two: Investigation and Review
If you are not satisfied with the initial response, or if the matter is complex, your complaint may be escalated for a more detailed investigation. This may involve reviewing documents, service records, removal schedules, storage unit information and any relevant communications.
The person carrying out the review will consider all available information and may contact you for additional clarification. We will then provide a written response setting out our findings, any conclusions reached, and any proposed actions or remedies. We aim to complete this stage within a reasonable period, depending on the complexity of the case and the availability of information.
Stage Three: Final Position
If, after the investigation and review, you remain dissatisfied with the outcome, you may request that we treat the matter as closed and issue a final position. At this point we will confirm in writing our final decision on your complaint and the reasons for that decision.
Once a final position has been issued, we may not be able to consider the same complaint again unless new and substantive information becomes available that could materially affect the outcome.
Our Commitments When Handling Complaints
We aim to handle all complaints relating to storage, removals and associated services according to the following principles:
Fairness: We will consider all sides of the issue and will not treat you less favourably for having raised a complaint.
Respect: We will treat you courteously and expect the same in return.
Confidentiality: We will handle your complaint discreetly and share information only with those who need it to address your concerns.
Transparency: We will explain our reasoning, particularly where we are unable to agree to your requested outcome.
Learning: Where appropriate, we will use complaints to identify areas for training, policy updates or service improvements.
Information and Evidence
To investigate your complaint thoroughly, we may need to access internal records such as storage agreements, inventory details associated with removal services, access logs, and communications history. We may also ask you to provide further information or evidence where this would help clarify the situation.
We ask that you cooperate with reasonable requests for information to allow us to reach a fair and informed decision.
Time Limits for Raising a Complaint
We recommend that you raise your complaint as soon as possible and preferably within a reasonable period from when the issue occurred or when you became aware of it. Complaints raised after a long delay may be harder to investigate fully, for example where records are limited or memories have faded. However, we will always consider the individual circumstances and explain if any practical limits affect our ability to investigate.
Resolution and Remedies
Where we uphold a complaint in full or in part, we will consider appropriate remedies. These may include an explanation or apology, corrective action relating to your storage or removal arrangements, or other practical steps designed to put things right where reasonably possible.
Any remedies offered will take into account the specific facts of your case, the terms of your agreement with us, and any relevant legal or regulatory obligations.
Review and Updates to this Procedure
Storage Southgate keeps this Complaints Procedure under regular review to ensure it remains clear, accessible and effective. We may update the procedure from time to time to reflect changes in our services, legal requirements or best practice in complaints handling.
If you have any questions about this Complaints Procedure or require assistance in raising a complaint, please contact us using your usual communication channel with Storage Southgate and we will be happy to help guide you through the process.
