Storage Woodside Park Complaints Policy
Storage Woodside Park is committed to providing a reliable, professional and courteous service for all storage and removal customers. We recognise that on occasion things may go wrong, and when they do, we want to hear about it so we can put matters right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose and Scope of This Procedure
This procedure applies to all customers using our storage and removal services, including packing, loading, transport, unloading and ongoing storage. It covers complaints about our service quality, handling of goods, customer care, communication, billing and administrative matters. It is designed to be clear, fair and easy to use, whether your concern is minor or more serious.
This Complaints Procedure does not cover issues that are being pursued through formal legal action, insurance claims handled directly by insurers, or matters outside our control such as third party delays or acts of nature. However, we will always aim to support you with information and cooperation where we reasonably can.
What We Aim to Achieve
When you raise a complaint with Storage Woodside Park, we will aim to:
Listen carefully to your concern and understand what has happened from your point of view. Treat you with respect, courtesy and professionalism at all times. Acknowledge your complaint promptly and clearly. Investigate the matter thoroughly and objectively. Provide a clear explanation of our findings and any actions we will take. Learn from complaints to improve our storage and removal services.
How to Make a Complaint
You can raise a complaint as soon as you become aware of an issue. Where possible, we encourage you to raise concerns informally first, as many matters can be resolved quickly by discussing them with a member of our team.
To help us investigate your complaint effectively, please provide:
Your full name and any relevant reference details such as booking or contract information. A clear description of what has happened and when it occurred. Details of any items, rooms or services affected, particularly if the issue relates to removals, packing or storage units. Any supporting information you may have, such as written notes, photographs or inventory details. An explanation of what outcome you are seeking, for example an apology, clarification, corrective work or review of a charge.
You may submit your complaint in writing or by speaking with us directly. If you initially raise your concern by phone or in person, we may ask you to confirm the key details in writing so there is a shared and accurate record of the issue.
Stage One: Initial Complaint Handling
Once we receive your complaint, we will log it and arrange for it to be reviewed by an appropriate member of staff, usually a supervisor or manager responsible for storage and removal operations.
At this stage we will:
Acknowledge your complaint within a reasonable timeframe. Clarify any points that are unclear so that we fully understand your concerns. Review relevant records such as quotes, booking confirmations, contracts, inventories, driver notes, storage unit records, photographs and correspondence. Speak with any staff involved, such as removal team members or warehouse personnel.
We will then provide you with a response explaining our findings and, where appropriate, any proposed resolution. This may include an apology, corrective action, service adjustments, or a review of charges. We will aim to resolve most complaints at this stage.
Stage Two: Review and Escalation
If you are not satisfied with the outcome of Stage One, you may request that your complaint is escalated for further review. When asking for escalation, please explain why you remain dissatisfied and what further outcome you are seeking.
Your complaint will then be reviewed by a senior member of the team who was not directly responsible for the original decision wherever possible. As part of this review, we may:
Re-examine the information already gathered. Request additional information or clarification from you. Seek further statements from staff or review additional operational records. Consider whether our policies and procedures have been correctly followed.
Following this review, we will provide a written response setting out the result of the escalation, the reasons for our decision and any additional steps we will take.
Timescales for Responding
We aim to acknowledge complaints promptly and to provide a full response within a reasonable period, taking into account the nature and complexity of the issue. Some complaints, particularly those involving detailed checks on removals inventories or storage unit records, may require more time to investigate thoroughly. If we need extra time, we will let you know and keep you updated on our progress.
Fairness, Confidentiality and Record Keeping
All complaints are handled fairly and without discrimination. Raising a complaint will not in any way affect the standard of service you receive from Storage Woodside Park in the future.
We will treat your complaint and any personal information you provide in a confidential manner and use it only for the purpose of investigating and resolving your concerns, except where we are required to share information by law or with insurers.
We keep records of complaints, outcomes and any improvements or changes made as a result. This helps us monitor trends, identify areas for training or process improvement, and maintain high standards across our storage and removal services.
Feedback and Continuous Improvement
We value all feedback, including complaints, as an important part of improving our business. By telling us when things have not gone as expected, you help us refine our procedures, enhance staff training and deliver a more reliable and efficient storage and removal service for all customers.
If you have any questions about this Complaints Procedure, or if you are unsure whether an issue falls within its scope, please contact us and we will be happy to provide further guidance.
