Storage Golders Green Complaints Procedure
Storage Golders Green aims to provide reliable storage and removal services, delivered with care and professionalism. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our commitment
We are committed to handling all complaints fairly, consistently and as quickly as reasonably possible. We will always try to resolve any issues at the earliest stage and use the feedback we receive to improve our storage and removals services.
You will be treated with courtesy and respect at all times. We ask that our team is treated in the same way while we work with you to reach a resolution.
What is a complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, conduct on site, or communication, where you would like a response or resolution. This can include, for example:
Issues with the quality, timing or reliability of a removal service.
Concerns about the condition, access or management of your storage unit.
Disputes regarding charges, invoices, or payment terms.
Concerns about how our team behaved or communicated with you.
Problems with how we have handled your personal information.
We encourage you to raise any concern as soon as you become aware of it so we can address the matter promptly.
How to make a complaint
You can make a complaint in writing or by speaking to a member of our team. To help us deal with your complaint efficiently, please provide:
Your full name and the name on the storage or removals agreement.
Details of the service you used, such as storage unit reference or removal date.
A clear description of what happened, including relevant dates and times.
Any documents, images or information that support your complaint.
How you would like us to resolve the matter, if you have a preferred outcome.
If you raise your complaint verbally, we may ask you to confirm the key details in writing so there is an accurate record of your concerns.
Stage one: Frontline resolution
Most issues can be resolved quickly by the team member you first speak to, such as on-site staff or the person coordinating your removal. At this stage we will:
Listen to your concerns and ask any questions needed to understand the issue.
Check relevant records, booking details and notes on your account.
Explain what may have gone wrong and what we can do to put it right.
We aim to resolve straightforward complaints at this stage, often within a few working days. If you are satisfied with the explanation or solution offered, we will confirm any agreed actions and close the complaint.
Stage two: Formal complaint review
If your complaint cannot be resolved at stage one, or you remain unhappy with the response, you can ask for a formal review. This may be handled by a supervisor, manager or another senior member of our team who was not directly involved in the original issue.
As part of this review, we will:
Log your complaint in our internal records.
Carry out a more detailed investigation of the events and any evidence provided.
Speak with staff involved, where appropriate.
Review our policies and any agreements relevant to your case.
We will provide a written response setting out our findings, any actions we will take, and the reasons for our decision.
Timescales for responding
We aim to acknowledge your complaint within a reasonable period after receiving it. For most complaints, we will provide a full response once the investigation is complete. If, due to complexity or availability of information, we need more time, we will let you know, keep you updated on progress and give you an indication of when you can expect a final reply.
Outcomes and remedies
Depending on the nature of your complaint, potential outcomes may include:
A clear explanation or clarification of what happened.
An apology where we have not met our usual standard of service.
Corrective action, such as amending records, adjusting access arrangements or rescheduling services.
Reviewing and improving our procedures to reduce the risk of similar issues in future.
Any remedy offered will be based on the findings of the investigation and in line with our terms and conditions for storage and removals.
If you remain dissatisfied
If, after our formal review, you are still unhappy with the outcome, you may request that we reconsider any specific points you believe have been overlooked or misunderstood. We may carry out a further internal review, particularly where new information is available.
Where applicable, you may also seek independent advice regarding your rights in relation to storage and removal services and any applicable consumer protection legislation.
Recording and using complaint information
We keep records of complaints, including how they were investigated and resolved. This helps us monitor the quality of our services, identify recurring issues and make improvements to our storage facilities, removal operations and customer support processes.
Any personal information collected during the complaints process will be handled in line with our data protection obligations and used only for managing and learning from your complaint.
Accessibility and support
We want our Complaints Procedure to be accessible to all customers. If you need support to raise a complaint or to understand our responses, please tell us how we can assist you. We will make reasonable adjustments, which may include using an alternative communication format or liaising with a person you nominate to act on your behalf.
Continuous improvement
Feedback, including complaints, is an important part of how we maintain and develop the standards of our storage and removal services. By telling us when something has gone wrong, you help us identify where we need to improve training, processes, communication or facilities.
Storage Golders Green is committed to learning from every complaint and using that insight to provide a safer, more reliable and more professional service to all customers.
