Storage Hackney Wick Complaints Procedure
This complaints procedure explains how Storage Hackney Wick manages and resolves complaints about our services, including storage, removals, collections, and deliveries. Our aim is to address any concerns promptly, fairly, and consistently, and to use feedback to improve the way we operate.
Our Commitment to Customers
We are committed to providing a reliable, safe, and professional service. If you are not satisfied with any aspect of your experience, we want to know. We treat all complaints seriously, whether they relate to storage facilities, removal services, staff conduct, billing, or communication.
We will handle your complaint:
Promptly, acknowledging and investigating within reasonable timeframes. Fairly, by listening carefully and reviewing all relevant information. Transparently, by explaining our decisions and any actions we will take. Respectfully, ensuring you are treated courteously at all times.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services or the way we have handled a previous issue. This can include, but is not limited to, concerns about:
Collection and delivery of items for storage or removal. Condition or security of storage units. Handling, packing, or transportation of goods. Charges, invoices, or payment disputes. Staff behaviour, communication, or professionalism. The way we have responded to an earlier query or concern.
You do not need to use the word complaint for your concern to be treated as one. If you tell us you are unhappy with our service and would like us to look into it, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint in writing or verbally. To help us investigate and respond effectively, please provide:
Your full name and any relevant reference, such as booking or contract details. A clear description of what happened and when it occurred. Any supporting information you may have, such as photos or notes. Details of any previous contact with us about the same issue. What you would like us to do to put things right, if you have a preferred outcome.
If your complaint relates to a removal or storage service provided through a third party or partner, we may need to contact them to gather more information. We will let you know if this is the case.
Stage One: Initial Resolution
In most cases, issues can be resolved quickly by the team member you first speak to, such as a member of our customer service or site team. We encourage you to raise your concern as soon as possible so we can address it while the facts are still fresh.
At this stage, we will aim to:
Listen to your concern and clarify any points we do not fully understand. Check relevant records, such as booking details, job notes, and storage agreements. Offer an explanation, solution, or next steps as quickly as we reasonably can.
If you are satisfied with the response at this stage, the complaint will be recorded as resolved. If you remain unhappy, you may ask for your complaint to be escalated.
Stage Two: Formal Investigation
If your complaint cannot be resolved informally, or if it is complex or serious, it will be handled as a formal complaint. A manager or suitably senior team member will oversee the investigation.
During the formal investigation we will:
Review your account of events and any supporting evidence. Speak with any staff members involved and review relevant documentation. Consider any applicable policies, terms and conditions, and industry practices.
We will aim to provide a written response within a reasonable timeframe. If we need more time, we will explain why and let you know when you can expect a full reply.
Our written response will usually include:
A summary of your complaint and the issues we have considered. The findings of our investigation, including any relevant reasoning. Any steps we are taking to resolve the matter or prevent a recurrence. Information about what you can do if you remain dissatisfied.
Outcomes and Remedies
Depending on the nature of the complaint and our findings, outcomes may include:
An apology and explanation of what went wrong. Corrective action, such as amending a booking or updating records. Practical solutions, such as revisiting a removal, arranging access, or adjusting timings where possible. A goodwill gesture, where appropriate and at our discretion. Confirmation that we do not believe further action is needed, with reasons.
Where a complaint highlights a wider issue, we may review and update our procedures, staff training, or communication materials to help prevent similar problems in the future.
Escalation If You Are Still Unhappy
If you are not satisfied with the outcome of the formal investigation, you may ask for your complaint to be reviewed again by a more senior manager. You should explain why you disagree with the previous decision and provide any additional information you feel is relevant.
The senior review will focus on whether the complaint was handled fairly and whether the decision was reasonable in light of the information available. We will then provide a final response explaining our position.
Confidentiality and Data Protection
We treat all complaints in confidence. Information about your complaint will be shared only with those who need it to investigate and respond. We handle personal data in line with applicable data protection requirements and our internal policies.
Using Complaints to Improve Our Service
Every complaint is a chance for us to learn. We regularly review complaint records to identify patterns and trends affecting storage, removals, and associated services. Where we see recurring issues, we take steps to improve our processes, training, and communication so that we can provide a better service in the future.
This complaints procedure does not affect your statutory rights or any other rights you may have under your contract or under applicable law.
