Storage Colney Hatch Complaints Procedure
Storage Colney Hatch aims to provide a reliable and efficient service for all customers using our storage and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to resolve issues fairly, promptly and transparently. This Complaints Procedure explains how you can raise a concern, how we will respond and what you can expect from us at every stage.
Our commitment to you
We are committed to handling complaints in a way that is clear, structured and easy to follow. Our objectives are to listen carefully to your concerns, investigate the matter thoroughly, provide a timely and reasoned response, and take action to prevent similar issues in future where appropriate. Whether your complaint relates to storage, handling of goods, removals, transport, administration or customer service, it will be treated with the same level of seriousness.
What is a complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled something, where you would like a response or resolution. Examples include issues with storage unit access or condition, concerns about how belongings have been handled or moved, problems with booking or scheduling removal services, billing or payment disputes, or dissatisfaction with the conduct of our staff or contractors.
You do not need to use specific language or refer to this document for your concern to be treated as a complaint. If you tell us you are unhappy and want us to look into it, we will follow this procedure.
How to raise a complaint
You can raise a complaint using any usual contact method you use with Storage Colney Hatch, such as in person at our facility or in writing. When making a complaint, please provide as much relevant information as you can, including your full name, the date and approximate time of the incident or issue, details of any bookings or reference numbers relating to storage or removals, a clear description of what went wrong and how it has affected you, and what outcome or resolution you are seeking, if you have a preference.
Providing detailed information at the outset will help us assess and resolve your complaint more efficiently.
Stage 1: Initial review and response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. An initial review will be carried out, usually by the team responsible for the relevant part of the service. We will aim to resolve straightforward issues at this stage, often by explaining what happened, correcting an error, arranging a remedial service where appropriate, or agreeing another practical solution with you.
If we need more information to understand your complaint, we may contact you to clarify details or request additional evidence. For example, we may ask for photographs relating to storage units or moved items, copies of correspondence, or information about timing and access arrangements for removal services.
We will aim to provide a Stage 1 response within a reasonable timeframe, taking into account the complexity of the matter and any need to speak with staff, drivers, or third parties who may have been involved.
Stage 2: Escalation and further investigation
If you are not satisfied with the outcome of Stage 1, you can ask for your complaint to be escalated. When requesting escalation, it is helpful if you explain why you are unhappy with the Stage 1 response and what you feel has not been addressed. At this stage, your complaint will be reviewed by a more senior member of our team, who will consider the original information, the Stage 1 findings, any new evidence or points you raise, and any relevant policies or service standards.
The Stage 2 review may involve speaking again with staff members, reviewing removal schedules and inventory records, examining storage documentation or condition reports, and assessing whether our procedures were followed correctly. Once the investigation is complete, we will send you a written response explaining the findings, any actions we propose to take, and the reasons for our decision.
Timescales and communication
We aim to handle all complaints as promptly as possible. The time required will depend on how complex the issues are, whether site visits or inspections are needed, and how quickly we can obtain any additional information. If we are unable to provide a full response within our usual timeframes, we will let you know the reason for the delay and when you can expect a further update.
Throughout the process, we will communicate in a clear and respectful manner, keeping you informed of progress and any steps being taken to resolve your concerns about storage, handling or removal services.
Possible outcomes and remedies
Where we find that something has gone wrong, we will seek to put matters right as far as is reasonably possible. Depending on the circumstances, this may include an explanation or apology, correcting records or billing errors, providing or repeating a service where appropriate, making operational changes to prevent recurrence, or other practical solutions agreed with you.
Where we do not uphold a complaint, we will explain clearly why we have reached that conclusion and what evidence we have relied upon. Even where no fault is found, we may still consider whether service improvements can be made.
Customer responsibilities
To help us handle your complaint effectively, we ask that you provide accurate and complete information, respond to any reasonable requests for further details, treat our staff with courtesy and respect, and raise concerns as soon as you become aware of an issue. Early notification is particularly important where complaints involve storage conditions, access issues, or the condition of items after a removal, as it allows us to investigate while events are still recent and evidence is available.
Confidentiality and data protection
Your complaint will be handled in confidence and your personal information will only be shared within Storage Colney Hatch where necessary to investigate and resolve the matter. We will handle all personal data in line with our data protection responsibilities and retain records of complaints for a reasonable period in order to monitor service quality and identify trends.
Continuous improvement
We view all complaints and feedback as an opportunity to improve our storage and removal services. Trends and recurring issues identified through complaints may lead to staff training, process changes, or updates to guidance, with the aim of providing a more reliable and consistent experience for future customers.
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. We reserve the right to update it from time to time, and the version in force at the time you submit your complaint will apply.
