Complaints Procedure for Storage The Hale
This Complaints Procedure explains how Storage The Hale manages concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and consistently, while using your feedback to improve our service. This procedure applies to all customers who use our storage facilities or associated removal and transport services.
Our Commitment to You
We are committed to providing a professional, reliable and safe storage and removals experience. If something goes wrong, we want to know about it so we can put it right where possible and prevent it from happening again. All complaints are treated seriously and handled with respect, confidentiality and without discrimination.
What This Procedure Covers
This procedure covers complaints about:
Service quality related to storage or removals, including collection, loading, unloading, handling of goods and access to units. Staff conduct, including behaviour, communication and professionalism. Administration, such as booking processes, documentation, charges and invoicing. Health and safety concerns in relation to our storage facilities or removal activities. Damage to property or belongings, delays, missed collection or delivery windows and similar operational issues.
This procedure does not cover general queries, requests for information or routine service adjustments, which can be raised with our team through normal customer service channels.
Raising a Complaint
You should raise your complaint as soon as possible after the issue arises, so that we can investigate effectively. When making a complaint, please provide as much detail as you can, including:
Your full name and any reference details relating to your storage or removal booking. A clear description of what has gone wrong, including relevant dates, times and locations. The names or descriptions of any staff members involved, if known. Any supporting information you feel is relevant, such as photographs, inventory notes or delivery records. What outcome you are seeking, for example an explanation, an apology, a correction to records or a review of charges.
We encourage you to raise your concern with the member of staff or team you have been dealing with first, as many issues can be resolved quickly and informally at this stage.
Informal Resolution
In many cases, concerns can be resolved informally through discussion with our team. We will listen to your feedback, clarify what has happened and seek to provide an explanation or practical solution. If you are satisfied with the outcome at this point, no further action will be taken under this procedure, although we will still record the issue internally where appropriate to help us improve our services.
If you remain dissatisfied after this informal stage, or if the matter is too serious to be dealt with informally, you can ask for your complaint to be handled under the formal complaints process described below.
Formal Complaints Process
When you ask for a formal review, your complaint will be logged and acknowledged. We will confirm that we have received your complaint and outline the next steps in the process. In some cases we may need to contact you to clarify points or request further information in order to investigate properly.
Your complaint will be assigned to an appropriate manager who was not directly responsible for the issue you have raised. This helps ensure that the investigation is fair and impartial. We will review all relevant records, speak with staff members involved, and consider any evidence you have provided.
Timeframes for Response
We aim to acknowledge formal complaints within a reasonable period of time and to provide a full response after we have completed our investigation. Complex complaints, including those involving third-party contractors, insurance matters or extensive evidence, may require additional time. If this happens, we will keep you updated on progress and let you know when you can expect a further response.
Outcome of the Investigation
Once our investigation is complete, we will provide you with a clear and concise response. This will normally include:
A summary of the issues you raised. An outline of the steps we took to investigate your complaint. Our findings and any conclusions reached. Any actions we propose to take, which may include an apology, a corrective measure, staff training, operational changes or, where appropriate, a review of charges or referral to our insurers.
Where your complaint relates to damage, loss or delay in connection with removal or storage services, any financial or insurance-related outcomes will be handled in line with the terms and conditions of your agreement and any relevant insurance policy. We may ask you to provide additional documentation to support such claims.
If You Are Not Satisfied
If you are not satisfied with the outcome of your complaint, you may request that it is reviewed by a more senior member of our management team. You should explain why you remain unhappy and what aspect of the decision or explanation you disagree with. The senior review will consider the original investigation, the evidence available and your further comments, and will either uphold, amend or overturn the original decision.
The decision following this senior review will normally be our final position under this internal procedure. This does not affect any legal rights you may have under consumer law or contract law in relation to storage or removal services.
Confidentiality and Data Protection
All complaints are handled in line with our privacy practices. Information you provide will be used only for the purpose of investigating and resolving your complaint, handling any related claims and improving our services. Details may be shared internally on a need-to-know basis and, where necessary, with relevant third parties such as insurers or professional advisers.
Using Feedback to Improve Our Services
Complaints and feedback are an important part of how we develop our storage and removals services. We regularly review complaint trends, outcomes and customer comments to identify areas where we can improve systems, staff training, communication and operational practices. By raising your concerns, you help us deliver a safer, more reliable and more efficient service for all customers.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains effective, clear and in line with current legal and industry standards for storage and removal services. We may update the procedure from time to time, and any changes will apply to complaints raised after the updated version takes effect.
