Storage White City Complaints Procedure
Storage White City is committed to providing a reliable and professional service for all storage and removal customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our services. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for handling complaints relating to our storage facilities, removal services, customer service, billing, or any other aspect of our operations. We aim to resolve complaints as quickly and efficiently as possible and to learn from every case.
What We Consider a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, removals, transport, handling of goods, or administrative matters such as communication or invoicing. A complaint may be about something that has already happened, is ongoing, or that you believe may happen if not addressed.
You do not need to use the word “complaint” for it to be treated as one. If you tell us you are unhappy with any part of our service, we will handle it under this procedure wherever appropriate.
Raising a Complaint
If you are unhappy with any aspect of our storage or removal services, we encourage you to raise the issue as soon as possible. This helps us to investigate promptly and find a solution more quickly. In the first instance, please speak to a member of our team, either in person at our premises or through your usual method of contact with us. Many issues can be resolved informally and immediately.
If you are not satisfied with the initial response, or if you prefer to make a more formal complaint straight away, you should provide the following information:
• Your full name and any reference details relating to your booking or storage agreement
• A clear description of your complaint, including relevant dates and times
• Details of any conversations or interactions you have already had with us about the issue
• Any supporting information you feel is relevant
• How you would like us to resolve the matter, if you have a preferred outcome
Stage One – Informal Resolution
At Stage One, our goal is to resolve your concern quickly and informally. A member of our team will listen carefully to your complaint, clarify any details, and, where possible, offer an immediate explanation or solution. If your complaint relates to a storage unit, removal booking, collection, delivery, or handling of goods, we may ask additional questions so that we can understand the full circumstances.
Where an issue can be resolved straight away, we will confirm the agreed outcome with you. If you are satisfied with the resolution at this stage, the complaint will be closed.
Stage Two – Formal Investigation
If your complaint cannot be resolved informally, or if you remain dissatisfied with the outcome, it will be treated as a formal complaint. At this stage, a senior member of staff will review your case.
During the formal investigation we will:
• Acknowledge your complaint and confirm that it is being investigated
• Review all relevant documents, booking details, storage records, and any removal schedules
• Speak with members of staff involved, including drivers, porters, and office staff where necessary
• Consider any evidence you provide, such as photographs or written notes
• Assess whether our policies and procedures were followed correctly
We aim to provide a written response to your formal complaint within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide a clear and detailed response setting out:
• What we have understood your complaint to be
• The steps we have taken to investigate
• Our findings and any conclusions we have reached
• Whether your complaint is upheld, partially upheld, or not upheld
• Any actions we will take, which may include apologies, explanations, service improvements, or remedial steps where appropriate
Our aim is always to be fair, transparent, and proportionate in our response. Where we have fallen short of our standards, we will acknowledge this and explain what we are doing to prevent a similar issue occurring again.
Escalation if You Remain Unhappy
If you are not satisfied with the outcome of our formal investigation, you may ask for your complaint to be reviewed again. In doing so, please explain which aspects of our response you disagree with and why. A more senior person, who was not involved in the earlier stages, will review both your complaint and our handling of it to ensure that the process has been fair and thorough.
After this further review, our decision will normally be final within our internal procedure. We will make it clear when our internal complaints process has been exhausted.
Complaints about Damaged or Lost Goods
For complaints specifically relating to damage or loss of items during storage or removal, we may ask for additional details about the goods, their condition before collection or storage, and any protective packing used. We may also request photographs and an inventory where available.
These complaints will be assessed in line with our terms and conditions and any applicable insurance arrangements. We will explain clearly how these apply to your situation and what options are available.
How We Use Complaints to Improve
We view complaints as an opportunity to improve our services. Information from complaints is reviewed regularly to identify trends, training needs, and potential changes to our processes. This includes aspects of our storage operations, removal planning, driver scheduling, customer communication, and health and safety practices.
Where appropriate, we will update our internal procedures, provide additional staff training, or review our service standards in light of issues that customers bring to our attention.
Confidentiality and Data Protection
Your complaint will be handled with discretion and shared only with those who need to know in order to investigate and respond. Any personal information you provide will be handled in accordance with relevant data protection requirements and used only for the purpose of dealing with your complaint and improving our services.
Accessibility and Assistance
We want our complaints process to be accessible to all customers. If you need help setting out your concerns, or if you require adjustments in how we communicate with you, please tell us. We will do our best to accommodate specific communication needs so that you can fully explain the issue and understand our response.
Storage White City is committed to treating every complaint seriously, responding promptly, and using each experience to strengthen the quality and reliability of our storage and removal services.
