Storage Belmont Complaints Procedure
Storage Belmont is committed to providing a professional, reliable service for all customers using our storage facilities and removal-related services. When something goes wrong, we want to hear about it so we can resolve the matter promptly and improve our standards. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you remain dissatisfied.
Purpose of this Complaints Procedure
This procedure is designed to provide a clear, fair and accessible route for customers to raise complaints about any aspect of our services. This includes, but is not limited to, storage arrangements, removal and moving services, customer service, invoicing, and any issues relating to the condition or handling of goods in our care.
We aim to resolve most concerns informally at an early stage. However, where this is not possible or where the issue is more serious, this formal complaints procedure will apply.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you wish us to investigate and respond. You may complain about one or more of the following:
Quality of storage or removal services provided.
Conduct, attitude or professionalism of a member of our team or contractors acting on our behalf.
Accuracy of information given before, during or after your move or storage period.
Administration issues, such as billing, contracts, or documentation.
Damage, loss, delay or other concerns regarding your goods where you believe we may be at fault.
We encourage you to raise concerns as soon as you become aware of them so that we can investigate effectively.
How to Make a Complaint
You can raise a complaint in writing. Please provide as much detail as possible so that we can understand and investigate the matter thoroughly. It is helpful if you include:
Your full name and any relevant reference or agreement numbers.
A clear description of what has happened and when it took place.
The services involved, for example storage only, removals, packing or combined services.
The names or roles of any staff or crew members involved, if known.
Copies of any relevant documents, such as inventories, removal schedules, condition reports or invoices.
Details of any steps already taken to resolve the issue and the outcome.
What you would consider a fair resolution.
If you need help setting out your complaint, we will take reasonable steps to assist you.
Stage One: Initial Review and Acknowledgement
Upon receiving your complaint, we will log it in our internal register and ensure it is passed to an appropriate person to review, usually a manager responsible for storage operations or removals coordination.
We will acknowledge your complaint in writing within a reasonable timeframe, typically within five working days of receipt. The acknowledgement will confirm that we have received your complaint and provide an estimated timescale for our full response. If we need further information or clarification, we will request this at this stage.
Stage Two: Investigation of Your Complaint
The person handling your complaint will carry out a thorough and impartial investigation. This may include:
Reviewing your contract, service records and any relevant communications.
Checking storage unit records, removal schedules and any inventory or condition reports.
Speaking with members of our team who were involved in providing your service.
Considering any photographs, notes or evidence relating to the storage or moving of your goods.
We aim to complete the investigation and provide a full written response within 20 working days of acknowledging your complaint. If, due to the complexity of the issues or the need to obtain further evidence, we cannot meet this timescale, we will inform you and provide an updated timeframe.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide a clear written response which will:
Summarise your complaint and the issues considered.
Explain the steps taken to investigate your concerns.
Set out our findings and whether your complaint is upheld in full, in part, or not upheld.
Detail any corrective actions we will take, such as staff training, process changes or service improvements.
Explain any remedies we propose, which may include, where appropriate and in line with our terms and conditions, compensation, refunds, or practical steps to put things right.
We will always aim to be transparent and fair, even where we do not agree with every aspect of your complaint.
If You Are Not Satisfied With the Outcome
If you remain unhappy with our response, you may ask for a review by a more senior manager or by a different member of the management team who was not involved in the original investigation. You should request this review within a reasonable period after receiving our response and explain why you feel the outcome is unsatisfactory.
The reviewing manager will consider all of the information available, including any new points you raise, and will either confirm or amend the original decision. We will provide a final written response following this review.
Time Limits for Complaints
To ensure that we can investigate effectively, we ask that complaints are raised as soon as possible, and in any case within a reasonable period from the date of the event or when you first became aware of the issue. Complaints made significantly later may be more difficult to investigate fully, especially in relation to storage or removal operations where circumstances change over time.
Our Commitment to Fairness and Improvement
We treat all complaints seriously and use the information we receive to review and improve our services. This may include improving communication before a move, enhancing our packing or handling procedures, strengthening storage unit checks, and updating internal training for our teams.
We will handle your complaint confidentially and in line with our privacy and data protection obligations. Raising a complaint in good faith will not affect your rights as a customer or the level of service you receive in the future.
Record Keeping
We keep records of complaints, investigations and outcomes to help us monitor performance, identify trends and ensure accountability. This also allows us to demonstrate that we have followed this procedure and responded reasonably to the concerns raised.
By setting out this complaints procedure, Storage Belmont aims to give all storage and removal customers confidence that any concerns will be dealt with promptly, respectfully and professionally.
