Storage Queens Park Complaints Procedure
Storage Queens Park is committed to providing reliable, professional and courteous service across our storage and removals operations. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, 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, fair and accessible process for handling complaints about our services, including storage, handling, packing, transport and removals. It explains:
What is considered a complaint
How to submit a complaint
What information we need from you
How we will investigate and respond
Timescales you can usually expect
What to do if you are not satisfied with our response
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This can include, for example:
Concerns about the quality or timing of storage or removals services
Issues with handling, packing or delivery of items
Billing or payment disputes relating to our services
Behaviour or conduct of our staff or contractors
Delays, missed collections or missed deliveries
Problems with documentation or communication
We encourage you to raise issues as soon as possible so that we can address them promptly. We treat all complaints seriously and handle them in a respectful and professional manner.
Raising a Complaint Informally
Where possible, we recommend that you first raise your concern informally with the member of staff you have been dealing with or the relevant team on site. Many issues can be resolved quickly at this stage, such as clarifying information, adjusting arrangements for a removals job, or correcting minor mistakes.
If your concern is resolved to your satisfaction at this stage, it may not be necessary to use the formal complaints process described below. However, you are always entitled to make a formal complaint if you prefer, or if you feel your concern has not been properly addressed.
Making a Formal Complaint
If you wish to make a formal complaint, please submit it in writing so that we have a clear record of your concerns. Written complaints help us review all the relevant details accurately and maintain a proper audit trail throughout the investigation.
When submitting your complaint, please provide the following information where possible:
Your full name and any reference number associated with your booking or storage account
Dates and locations of the service you are complaining about
A clear description of what went wrong and when it occurred
The names or roles of any staff you dealt with, if known
Details of any financial amounts involved, such as storage fees or removals charges
Any supporting information that may help us investigate, such as photographs, inventory lists or receipts
What outcome you are seeking, such as an explanation, apology, correction, or review of charges
Providing as much detail as you can will help us investigate your complaint thoroughly and efficiently.
How We Handle Your Complaint
Once we receive your formal complaint, we will follow a structured process designed to be fair and transparent.
Acknowledgement
We will acknowledge receipt of your complaint within a reasonable timeframe. In this acknowledgement we will confirm that we have received your complaint, outline the next steps, and provide an indicative timescale for our investigation.
Investigation
Your complaint will be assigned to an appropriate manager or senior member of staff who is not directly involved in the matter you have raised, wherever possible. They will:
Review your written complaint and any supporting documents
Examine relevant records, service notes, inventory lists and booking details
Speak to staff involved in the provision of your storage or removals service
Consider whether our policies and procedures were followed correctly
Assess whether any service failures occurred and, if so, their impact
We may contact you during this stage if we need further information or clarification.
Response
Once the investigation is complete, we will provide you with a written response. This will normally include:
A summary of your complaint
The steps taken to investigate the matter
Our findings, including whether we uphold the complaint in full, in part, or not at all
Any actions we are proposing to take, such as an apology, corrective measures, review of charges, or service improvements
Information on what you can do if you remain dissatisfied
Timescales
We aim to deal with complaints as promptly as possible. Actual timescales may vary depending on the complexity of the issues raised, the availability of relevant information, and the need to speak with staff or contractors involved.
Where we are unable to provide a full response within the initial timescale indicated in our acknowledgement, we will keep you informed of progress and let you know when you can expect a final response.
Outcomes and Remedies
Where our investigation identifies that we have fallen short of the standards we aim to provide, we will take appropriate steps to put things right. Depending on the circumstances, this may include:
Providing an explanation or clarification
Offering an apology
Correcting errors in our records or documentation
Reviewing or, where appropriate, adjusting charges within the terms of our contract
Taking steps to improve our processes, staff training or service arrangements
Addressing performance issues with staff or contractors
Each complaint is considered on its own facts, in line with our contractual obligations and applicable law.
If You Are Not Satisfied
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a more senior manager. In your request, please explain why you remain dissatisfied and what further outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the conclusions reached. They may decide to uphold, amend or overturn the original decision and will provide you with a further written response.
Confidentiality and Data Protection
We treat all complaints in confidence and will only share information with those who need it to investigate and resolve the matter. Any personal data provided as part of a complaint will be handled in accordance with our data protection obligations and used only for the purpose of managing the complaint and improving our services.
Continuous Improvement
Storage Queens Park uses feedback from complaints to identify trends, recurring issues and opportunities to improve our storage and removals services. We review complaint outcomes regularly to refine our procedures, update staff training and strengthen our commitment to safe, secure and efficient handling of your belongings.
By following this Complaints Procedure, we aim to resolve concerns fairly and constructively, while maintaining the standards of service and customer care that we strive to deliver on every move and storage agreement.
