Storage Shoreditch Complaints Procedure
This Complaints Procedure explains how Storage Shoreditch will handle concerns and complaints about our storage and removal services. We are committed to dealing with all issues promptly, fairly and transparently, and to using feedback to improve the way we operate.
Our commitment to customers
We aim to provide a professional, reliable and courteous service at all times, whether you are using our storage facilities, our removal services, or both together. If something goes wrong, we want to know about it so that we can put things right where possible and prevent similar issues from arising in future.
All complaints are taken seriously. We will treat you with respect at every stage, and we expect the same from customers and representatives when communicating with our team.
What this procedure covers
This procedure applies to complaints about:
Issues with the booking or administration of storage units or removal services, including reservations, access and billing. Concerns about the condition, security or management of storage facilities. Service delivery issues during removals, collections, deliveries or associated logistics. Staff conduct, customer service or communication problems related to our services. Any other dissatisfaction with a service you have received from Storage Shoreditch.
This procedure does not cover matters that are being handled by insurers, loss adjusters, or legal representatives, although we may still review service standards in such cases.
How to make a complaint
You can raise a complaint verbally or in writing. While we can accept complaints made in person or by phone, we encourage you to put your complaint in writing wherever possible so that we have a clear record of the points you wish to raise. Written complaints should provide the following information:
Your full name and contact details. Any relevant reference numbers, such as booking or storage unit references. Dates and times of the incident or issues you are complaining about. A clear description of what happened and why you are dissatisfied. Details of any staff members involved, if known. Any evidence or information that may help us review the matter, such as photographs, inventory notes or communication records. What outcome you are seeking, for example an explanation, apology, correction of an error, or review of charges.
If you need assistance setting out your complaint, please let a member of our team know and we will do our best to help you present your concerns clearly.
Stage 1: Initial response
In the first instance, we encourage you to raise your complaint with the member of staff you have been dealing with or with the local manager, as many issues can be resolved quickly and informally. They will listen to your concerns, clarify any points that are not clear, and aim to provide an explanation or solution without unnecessary delay.
Where a complaint can be resolved immediately, we will confirm any agreed actions with you. If your complaint cannot be resolved straight away, or requires investigation by a more senior member of staff, it will move to Stage 2.
Stage 2: Formal investigation
If your complaint cannot be resolved at Stage 1, or you prefer a formal review, it will be handled as a formal complaint. A manager or another appropriate senior member of staff will be assigned to investigate the matter.
During the investigation we may:
Review booking records, storage agreements and service notes. Speak to staff members involved in your complaint. Review any inventories or condition records relating to removal or storage services. Consider any evidence you have provided, along with our own information.
We aim to acknowledge formal complaints within a reasonable time and to provide a full written response once the investigation is complete. In our response we will explain:
The issues you raised and how we have understood your complaint. The steps we took to investigate the matter. Our findings and any conclusions we have reached. Any actions we will take to put things right where possible. Any changes we will make to improve our services as a result of your complaint.
Stage 3: Escalation and final review
If you remain dissatisfied after receiving our formal response, you may request a further review. Your complaint will then be considered by a more senior manager who has not been directly involved in the original investigation.
The final review will assess whether the complaint was handled in line with this procedure and whether the conclusions reached were reasonable in light of the information available. Once this review is complete, we will provide you with a final written decision.
Time limits for complaints
You should raise any complaint as soon as reasonably possible after the event or issue you are concerned about. This helps us to investigate effectively, particularly for matters related to removal services or the condition of items in storage. Complaints made after a long delay may be more difficult to review fully, but we will still consider them where we can.
Confidentiality and data protection
All complaints are handled in confidence. Information will be shared only with those who need it to investigate and respond to your complaint, or where we are legally required to disclose it. We will process any personal data in line with our privacy and data protection obligations.
Working with insurers and third parties
Some issues, particularly those involving potential loss or damage to items associated with storage or removals, may need to be referred to insurers or other third parties. Where this is the case, we will explain which aspects are being considered under insurance or legal processes and which elements we can address directly within this complaints procedure.
Using complaints to improve our service
We view complaints and feedback as an opportunity to improve our storage and removal services. We regularly review complaints to identify patterns, training needs and areas where our procedures or communication can be strengthened. Where appropriate, we will update our internal processes and staff guidance to reduce the likelihood of similar issues recurring.
Unreasonable or abusive behaviour
While we understand that complaints can arise from stressful situations, particularly when moving or storing belongings, we will not tolerate abusive, threatening or discriminatory behaviour towards our staff. In rare cases where behaviour is unreasonable, we may set reasonable limits on communication while ensuring that your complaint is still considered fairly.
Changes to this procedure
Storage Shoreditch may update this Complaints Procedure from time to time to reflect changes in our services, industry standards or legal requirements. The version in force at the time we receive your complaint will apply to the handling of that complaint.
