Storage Chislehurst Complaints Procedure
This Complaints Procedure explains how Storage Chislehurst will handle any concerns or complaints you may have about our storage or removal services. We aim to provide a clear, fair and efficient process that allows issues to be raised, investigated and resolved as quickly as possible.
Our Commitment to You
Storage Chislehurst is committed to providing a reliable, professional service for all storage and removal customers. If something goes wrong, we want to know about it so that we can put matters right where possible and improve our services for the future. All complaints are taken seriously and handled with respect and confidentiality.
What This Procedure Covers
This procedure applies to complaints relating to our storage and removal operations, including but not limited to:
Service quality, including collection, loading, transportation, and delivery of goods
Handling and care of items placed into storage or moved by our team
Customer service interactions with our office or removal teams
Billing, invoicing, or charges for storage and removal services
Missed or delayed appointments related to collections or deliveries
If your concern relates to an issue that falls outside these areas, we will still seek to direct you to an appropriate solution wherever possible.
Who Can Make a Complaint
A complaint can be made by any customer of Storage Chislehurst, including individuals and businesses using our storage or removal services. A complaint can also be made on your behalf by an authorised representative, provided you have given them permission to act for you.
How to Make a Complaint
You can submit your complaint in writing. Please provide as much information as possible so we can understand and investigate the issue clearly. It is helpful if you include:
Your full name and confirmation that you are a customer
A description of the issue you are complaining about
Relevant dates and times, such as booking dates, collection or delivery dates, or when you noticed any problem
Any reference numbers, such as job numbers or invoice numbers, if available
Details of any previous contact with us about the same issue
What outcome you are seeking, for example an explanation, correction of an error, or a review of charges
We encourage you to make a complaint as soon as possible after the issue arises, as this helps us to investigate effectively.
Initial Acknowledgement
Once we receive your complaint, we will acknowledge it in writing. This acknowledgement will usually be sent within five working days of receipt. We will confirm that we have received your complaint, outline the next steps, and, where possible, provide the name or role of the person who will be handling your case.
How We Investigate Complaints
Your complaint will be reviewed by a member of our management team who has not been directly involved in the matter complained about, wherever practicable. The investigation may include:
Reviewing your complaint and any supporting documents you have provided
Checking relevant booking details, storage records, inventories, or removal job notes
Speaking with team members involved in your storage or removal service
Inspecting any relevant photographs, condition reports, or internal records
We will aim to handle your complaint impartially and consider all available evidence before reaching a conclusion.
Our Response and Timeframes
Following our investigation, we will send you a written response. This will usually be within 28 days of our acknowledgement of your complaint. If we are unable to respond in full within that time, we will let you know, explain the reason for any delay, and confirm when you can expect a final response.
Our written response will normally include:
A summary of your complaint as we understand it
A description of the steps we have taken to investigate
Our findings based on the evidence available
Any decision we have reached
Details of any proposed resolution, remedy, or next steps
Possible Outcomes
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification of what happened
An apology where we have fallen short of expected standards
Practical steps to correct an error, where possible
A review or adjustment of charges, if appropriate
Changes to our internal processes or staff training to reduce the risk of similar issues
Not all complaints will result in a remedy or adjustment, but all will receive a reasoned explanation based on the evidence available.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may request that the decision be reviewed by a more senior member of our management team, where this has not already happened. Any such request should be made in writing, setting out why you believe the outcome is unsatisfactory and any information you feel has not been properly considered.
We will then conduct a further review, which may involve revisiting the evidence and checking whether the procedure has been followed correctly. We will provide a written response confirming the result of this review.
Time Limits for Complaints
We encourage customers to raise complaints as soon as possible, and in any event within six months of the issue arising or becoming known. Complaints raised after this period may be more difficult to investigate fully, but we will still consider them and respond where reasonably practicable.
Recording and Using Complaint Information
All complaints are recorded and stored securely. We use the information gathered from complaints to monitor service standards and identify areas for improvement in our storage and removal operations. Personal information will be handled in line with our data protection obligations and will only be shared where necessary for the purposes of investigating and resolving your complaint.
Review of this Procedure
Storage Chislehurst keeps this Complaints Procedure under regular review to ensure it remains clear, effective and appropriate for our customers and the services we provide. Updates may be made from time to time to reflect changes in our operations, industry practice or applicable guidance.
