Storage Brimsdown Complaints Policy and Procedure
Storage Brimsdown is committed to providing reliable storage and removal services and to dealing with all customers fairly, consistently and promptly. This complaints procedure explains how you can raise a concern, how we will respond and the steps available if you remain dissatisfied. We use all feedback, including complaints, to review and improve our services.
Purpose and scope of this procedure
This procedure applies to all customers and prospective customers who use, or intend to use, our storage facilities or removal services. It covers concerns about the quality of our service, the handling of your goods, communication, staff conduct and administration relating to bookings, contracts and payments.
This procedure does not cover matters that are already the subject of legal proceedings, insurance claims being handled by an insurer, or issues that fall outside our control such as third party carriers you have contracted independently. However, if you are unsure whether your concern is covered, you should still raise it and we will explain what we can do.
What we define as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our storage or removal services where you are seeking a response or resolution. You do not need to use the word “complaint” for it to be treated as one. If you tell us that you are unhappy and want us to take action, this procedure will apply.
How to make a complaint
You can raise a complaint in person at our site, in writing by letter or through any existing written communication channel you have previously used with us. We encourage you to submit your complaint in writing wherever possible so that we have a clear record of your concerns.
When making a complaint, please provide:
• Your full name and any reference or contract number relating to your storage unit or removal booking.
• The date or dates when the issue occurred.
• A clear description of what happened and why you are dissatisfied.
• Details of any staff members you spoke to, if known.
• Any evidence that may help us review the matter, such as inventories, collection and delivery notes, or photographs of damage.
• What outcome you are seeking, such as an explanation, apology, corrective action or review of charges.
Stage one – Initial resolution
In the first instance, we aim to resolve complaints informally and as quickly as possible. If you raise a concern while on site, the member of staff you speak to will try to resolve the issue immediately or on the same working day wherever practical.
If your complaint is made in writing, we will acknowledge it within five working days. The complaint will be passed to an appropriate member of the management team for review. We may contact you to clarify details, request further information or arrange a discussion if this would help us understand the matter fully.
We aim to provide a full response at stage one within fifteen working days of acknowledging your complaint. If we are unable to respond within that time, we will explain the reason for the delay and give you an updated timescale.
Stage two – Formal review
If you are not satisfied with the stage one response, you may request a formal review. You should do so as soon as possible and normally within twenty working days of receiving our initial response, explaining why you remain dissatisfied and what you would like us to reconsider.
Your complaint will then be reviewed by a more senior manager who was not directly involved at stage one. They will reassess the information, consider any additional points you raise and may contact you for further clarification. They may also review relevant documents such as inventories, handling records, removal schedules and storage agreements.
We aim to provide a written stage two response within twenty working days. This response will set out the issues you raised, the steps we have taken to investigate, our findings and any proposed resolutions or actions.
Possible outcomes and remedies
Depending on the circumstances, outcomes to a complaint may include one or more of the following:
• An explanation or further information about what happened and why.
• An apology where our service has fallen below the standard we aim to provide.
• Practical steps to correct an error, such as updating records, adjusting bookings or improving access arrangements.
• A review of charges and, where appropriate, a credit or refund in line with our terms and conditions.
• Changes to internal processes, staff training or service design to reduce the likelihood of similar issues arising in future.
Any remedy offered will take account of our contractual terms, your own obligations under the agreement and any relevant insurance arrangements covering storage or removals.
Complaints involving loss or damage
Where your complaint involves loss of, or damage to, your goods during storage or removal, we will advise you how this interacts with your chosen level of insurance or liability cover. It is important that you notify us of any apparent damage or missing items as soon as possible after collection or delivery, and provide supporting evidence where you can.
We may ask for photographs of any damage, copies of inventories and any other documentation that can help us compare the condition and contents of your goods at collection and delivery. Our investigation may include reviewing handling procedures, vehicle loading records and site security logs.
Time limits for raising a complaint
You should raise any complaint at the earliest opportunity so that evidence and records remain clear and accessible. While we will consider all reasonable complaints, delays in reporting issues may make it more difficult to investigate thoroughly, especially for matters involving the physical condition of goods.
Our commitment to fair handling
All complaints are handled confidentially and with respect. We will not treat you unfavourably for making a complaint, and your use of our storage or removal services will not be affected because you have raised concerns. We ask that you treat our staff with courtesy while your complaint is being considered.
Using feedback to improve our services
Complaints, comments and suggestions are an important source of feedback for Storage Brimsdown. We regularly review issues raised, including those relating to moving, loading, transport, storage conditions, security and customer communication, in order to identify patterns and areas for improvement. Where appropriate, we use this information to update staff training, site procedures and removal practices.
Review of this procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for customers using our storage and removal services. Any updates will apply to new complaints from the date they are introduced.
