Storage West Hampstead Complaints Procedure
Storage West Hampstead is committed to providing a reliable and professional service for all storage and removal customers. We aim to resolve any issues quickly, fairly and transparently. This complaints procedure explains how you can raise a concern with us, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of this complaints procedure
This procedure is designed to give you a clear and simple process for raising concerns about our storage and removal services. It applies to all customers who use our facilities and associated services, including collection, delivery and handling of items. We use feedback and complaints to improve our service and staff training.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service, whether it relates to storage units, access, billing, removals, staff conduct or communication. You do not need to use specific wording to make a complaint. If you tell us that you are unhappy with any part of our service, we will treat this as a complaint and handle it under this procedure.
How to make a complaint
You can make a complaint in writing or by speaking to a member of our team. If you raise an issue in person or by phone, we may ask you to confirm the details in writing so that we can keep an accurate record. When making a complaint, please provide:
your full name and, where relevant, your company name
the storage unit or service to which your complaint relates
a clear description of what has gone wrong
relevant dates, times and locations
any reference numbers, such as contract or invoice numbers
the outcome you are seeking, where possible
Providing clear and complete information helps us investigate your concerns more efficiently and reach a fair conclusion.
Stage 1: Initial resolution with the local team
Most complaints can be resolved quickly by our local team. In the first instance, please raise your concern with the member of staff you have been dealing with, or ask to speak to a supervisor or manager on site.
We will listen carefully to your concerns, seek to understand the issue from your point of view, and aim to offer an immediate solution where possible. If we are not able to resolve the complaint straight away, we will explain what further steps are needed and how long this is likely to take.
We aim to acknowledge all complaints at this stage as soon as reasonably practicable and to resolve them within a short timeframe, depending on the complexity of the issue and the availability of any required information.
Stage 2: Formal written complaint
If you are not satisfied with the initial response, or if the matter is complex, you can ask for your complaint to be treated as a formal complaint. At this stage, we will ask you to provide your complaint in writing if you have not already done so.
On receipt of your formal complaint, we will:
acknowledge that we have received your complaint
review the details of your concern and any supporting documentation
carry out any necessary investigation, which may include reviewing records, speaking to team members and, where relevant, inspecting storage units or removal equipment
consider any relevant terms and conditions and our internal policies.
We aim to provide you with a written response to your formal complaint within a reasonable period. If our investigation will take longer, we will inform you of the reasons for the delay and tell you when you can expect a full response.
Our response and possible outcomes
Once we have completed our investigation, we will send you a clear and detailed response. This will usually include:
a summary of your complaint
the steps we have taken to investigate
our findings and any evidence considered
our decision and the reasons for it
any corrective action we propose to take, where appropriate.
Possible outcomes may include an explanation or clarification, an apology, corrective action relating to our storage or removal services, a goodwill gesture, or confirmation that we do not uphold the complaint and the reasons for that conclusion.
Stage 3: Escalation within Storage West Hampstead
If you remain dissatisfied after receiving our formal written response, you may request that your complaint be reviewed at a higher level within Storage West Hampstead. Your complaint and our previous responses will be reconsidered, and additional information may be requested from you and from staff members involved in the matter.
After this review, we will provide a final response setting out our position and the reasons for our decision. This stage represents our final internal review of your complaint.
External advice and independent guidance
While we aim to resolve all complaints directly with you, you may choose to seek independent advice at any time. Depending on the nature of your complaint, this could include speaking to a consumer advice service or, where relevant, seeking legal advice. Any external review would be separate from our internal complaints procedure and may have its own process and time limits.
Time limits for making a complaint
We encourage you to raise any concerns as soon as possible so that we can investigate while events are still recent and records are readily available. Complaints raised long after the event may be harder to investigate fully, and this may affect the level of detail we can provide in our response.
Confidentiality and data protection
All complaints are handled in confidence and in line with applicable data protection laws. Information about your complaint will be shared only with those who need it to investigate and resolve the issue. We will store complaint records securely and retain them for an appropriate period in line with our retention policies.
Our commitment to continuous improvement
We value all feedback and treat complaints as an opportunity to review and improve our storage and removal services. We regularly monitor complaints to identify patterns, enhance staff training and refine our procedures. By doing so, we aim to reduce the likelihood of similar issues arising in the future and to maintain a high standard of service for all customers.
By using our services, you agree that any concerns will be handled in accordance with this complaints procedure. We remain committed to dealing with every complaint fairly, promptly and with respect.
