Storage Clerkenwell Complaints Procedure
Storage Clerkenwell 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 encourage customers to tell us so that we can put matters right and improve our services for the future.
This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. It applies to all customers using our storage, removal, packing or related services.
Our commitment to you
We aim to handle every complaint fairly, consistently and within reasonable timeframes. We will always treat you with respect and expect the same in return. Where we are at fault, we will seek to offer a clear explanation and, where appropriate, a practical remedy.
We are committed to:
Listening carefully to your concerns and understanding what has happened from your perspective.
Investigating issues thoroughly and objectively, including speaking to any staff involved and reviewing relevant documentation.
Responding within the timescales set out in this procedure, or explaining if more time is required.
Keeping a written record of all complaints to help us monitor performance and identify areas for improvement across our storage and removal operations.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of our service, our procedures, our staff, or the way we have handled a previous concern. Examples include, but are not limited to:
Issues with the handling, packing or transportation of items during a removal.
Concerns about the condition, access or management of a storage unit or facility.
Disagreement about charges, invoicing, or information provided before, during or after a booking.
Unhappy experiences with the conduct or behaviour of our staff or contractors.
Matters relating to delays, missed collection or delivery times, or communication failures.
If you are unsure whether your issue is a complaint, please raise it with us and we will advise on the appropriate route.
How to make a complaint
You can make a complaint in writing or verbally. Written complaints help us understand the details more clearly, but this is not essential. Please provide the following information so we can investigate effectively:
Your full name and, where applicable, the name on the storage or removal contract.
Details of the service used, such as storage booking reference, removal date or location.
A clear description of what went wrong, including dates, times and any people you have already spoken to.
Any supporting information, such as photographs, inventory lists or copies of documents.
What you would like us to do to resolve the matter.
Complaints can be raised with our customer service team during normal business hours, in person at our premises or through written correspondence.
Stage one: Initial resolution
In the first instance, we encourage you to raise your concern with the team member or department you have been dealing with, for example the office team managing your storage account or the coordinator responsible for your removal booking. Many issues can be resolved quickly and informally at this stage.
We will aim to acknowledge your concern as soon as it is raised and seek a practical resolution as quickly as possible, usually within five working days. If we are unable to resolve the issue immediately, we will explain what we are doing and when you can expect a fuller response.
Stage two: Formal complaint
If you are not satisfied with the outcome of the initial resolution, or the matter is more serious, you can ask for your complaint to be handled as a formal complaint. At this stage, your case will be reviewed by a manager who was not directly involved in the original issue wherever possible.
On receiving a formal complaint, we will:
Acknowledge receipt within five working days.
Review all relevant records, including booking details, inventories, internal notes and any related correspondence.
Speak with any members of staff or contractors involved in your storage or removal services.
Consider any evidence you have provided, such as photographs or delivery notes.
We aim to provide a full written response within twenty working days. If we need more time, for example due to the complexity of the issues or the need to gather further information, we will let you know and provide an updated timescale.
Possible outcomes and remedies
Once our investigation is complete, we will set out our findings and the reasons for our decision, even if we do not uphold the complaint. Depending on the circumstances, we may offer one or more of the following outcomes:
An apology and explanation of what went wrong and why.
Practical steps to put things right where possible, such as corrective work, revised arrangements or additional support with storage or removal logistics.
A review or adjustment of charges where appropriate and in line with our terms and conditions.
Internal changes to procedures, staff training or quality checks to reduce the chance of similar issues recurring.
Escalation and further review
If you remain dissatisfied after receiving our formal response, you may request a further review. This will be carried out by a senior member of our team who has not previously been involved in the matter. You should make this request within twenty working days of our formal response and explain why you believe the outcome is incorrect or unfair.
The senior reviewer will consider whether the investigation was thorough, whether the decision was reasonable in light of the evidence, and whether our complaints procedure was followed. We will aim to provide a final response within twenty working days of your request for further review.
Time limits for complaints
To enable a fair investigation, we ask that complaints are raised as soon as reasonably possible after the event. As a general rule, we may not be able to fully investigate issues raised more than six months after the date of the relevant storage or removal service, unless there are exceptional reasons.
Using complaints to improve our services
Every complaint is logged and reviewed so that we can identify trends and focus on areas where our storage and removal services can be improved. We regularly analyse complaint data, share feedback with relevant teams, and use the findings to update training, procedures and customer information. Your feedback helps us enhance the reliability, safety and transparency of our services.
Confidentiality and data protection
All complaints are handled in line with our privacy obligations. Information you provide will be shared only with those who need it to investigate and resolve your complaint. Records of complaints are stored securely and retained for an appropriate period to allow us to monitor service quality and meet our legal obligations.
By following this complaints procedure, Storage Clerkenwell aims to resolve issues fairly, protect customer interests and continually improve the quality of our storage and removal services.
