Storage Wennington Complaints Procedure
This Complaints Procedure explains how Storage Wennington will handle any concern or complaint you may have about our storage or removal services. Our aim is to resolve issues quickly, fairly and transparently, and to use your feedback to improve the way we operate.
Our commitment to you
We are committed to providing a professional, reliable and courteous service, whether you use us for storage, removals, or both. If something goes wrong, we want to know about it. We will always treat your complaint seriously, investigate it thoroughly and respond within reasonable timeframes.
We will handle all complaints in line with the following principles:
We will listen carefully and treat you with respect and courtesy at all times. We will investigate matters objectively, considering all available information. We will respond clearly, explaining what we have found and what we will do. Where we are at fault, we will seek to put things right and prevent a recurrence.
What this procedure covers
This procedure applies to complaints from customers and prospective customers about any aspect of our services, including:
Storage units and facilities, including access, security and condition. Removal services, including packing, loading, transport and delivery. Service quality, including staff conduct and communication. Administration, such as bookings, documentation and invoicing.
This procedure does not cover employment disputes or internal staff issues, which are managed under separate internal policies.
How to make a complaint
You can raise a complaint in writing or verbally. To help us understand and investigate your concerns, please provide as much detail as you can, including:
Your full name and, if relevant, your storage unit reference or booking reference. A clear description of what went wrong, including dates, times and locations where possible. The names of any members of staff involved, if known. Any supporting information you consider relevant, such as photographs or item descriptions. What outcome you are seeking, for example an explanation, an apology, corrective action or a review of charges.
You can make a complaint at any time during or after your use of our services, although we encourage you to raise issues as soon as possible so that we can investigate while details are still fresh.
Stage 1: Initial resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or a supervisor at the storage facility or removal team. Many issues can be resolved quickly at this stage through clarification, immediate corrective action or a simple apology where appropriate.
At Stage 1 we will:
Listen carefully to your concern and clarify any points as needed. Try to resolve the matter immediately, where this is practical. If your complaint cannot be resolved straight away, we will explain what will happen next and who will handle it.
Stage 2: Formal complaint and investigation
If you are not satisfied with the outcome at Stage 1, or if your complaint is more serious or complex, you may ask for it to be treated as a formal complaint. At this stage, the matter will be escalated to a manager who has not been directly involved in the events giving rise to your complaint, wherever possible.
When we receive a formal complaint, we will:
Acknowledge your complaint and record the details in our internal log. Review the information you have provided and gather any further evidence needed, which may include staff statements, booking records, photographs or vehicle logs for removal services. Assess the facts objectively and fairly. Decide what, if any, corrective action is appropriate.
We aim to provide you with a written response within a reasonable timeframe. If the matter is complex and we need longer to complete our investigation, we will let you know and provide an updated timescale.
Outcomes and remedies
After investigating your complaint, we will explain our findings and the reasons for our decision. Where we find that we are at fault, we will consider appropriate remedies, which may include:
A clear explanation of what went wrong and why. An apology where it is appropriate to do so. Practical steps to put things right, where this is possible. Steps to improve our processes, training or communication to prevent similar issues in future.
Any financial or contractual remedies will be considered in line with the terms and conditions that apply to your storage or removal contract and any applicable legal requirements.
If you remain dissatisfied
If, after receiving our formal response, you remain dissatisfied with the way your complaint has been handled, you may ask for a further review by a senior manager. You should explain why you are unhappy with our decision or the way we have dealt with the complaint, and identify any information you believe has not been taken into account.
The senior manager will review the complaint, the investigation and the outcome already provided. They may decide to uphold the original decision, change it or take further action as necessary. We will then issue a final response, which will bring this internal complaints procedure to a close.
Recording and learning from complaints
We record all formal complaints and significant informal complaints in an internal log. This helps us to:
Monitor how quickly and effectively we respond. Identify patterns or recurring issues in our storage and removal operations. Improve our training, procedures and customer information. Enhance the consistency and quality of our services across our teams.
Your feedback, whether positive or negative, is important to us. It provides an opportunity to review how we work and to make improvements that benefit all our customers.
Confidentiality and data protection
We will handle your complaint in confidence and will only share information with those who need it to investigate and resolve the matter. Any personal data we collect and use in connection with your complaint will be processed in accordance with our data protection obligations and only retained for as long as necessary.
Using this procedure
This Complaints Procedure does not affect your statutory rights or any rights you may have under your contract for storage or removal services. You are encouraged to use this procedure so that we have a chance to address any concerns directly and maintain a positive and professional relationship with you.
By setting out a clear process for raising, investigating and resolving complaints, Storage Wennington aims to ensure that every concern is treated fairly, every customer is heard and every justified complaint leads to meaningful improvement.
