Storage Crofton Park Complaints Procedure
Storage Crofton Park is committed to providing reliable storage and removal services and to resolving any concerns in a fair and timely way. This Complaints Procedure explains how you can raise an issue, how we will handle your complaint, and what you can expect from us at each stage.
Our Commitment to Customers
We aim to provide a professional and courteous experience for all customers using our storage units and removal services. If something goes wrong, we want to know about it so that we can put it right where possible and improve our service. All complaints are treated seriously and handled confidentially.
What This Procedure Covers
This procedure applies to complaints about our storage facilities, related services, and any removal or transport services we provide or arrange. It covers issues such as service quality, handling of goods, booking and scheduling, communication, billing and charges, conduct of our staff or contractors, and safety and security at our sites.
This procedure does not cover disputes that are already subject to legal action, insurance claims being handled by an insurer, or complaints about third-party companies not instructed by us.
What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the services, facilities or customer care provided by Storage Crofton Park, where a response or resolution is explicitly or implicitly expected. Feedback and suggestions are always welcome, but where you tell us that you are unhappy and want us to take action, it will be treated as a complaint under this procedure.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us keep a clear record of what has happened and what outcome you are seeking. When submitting a complaint, please include your full name, any relevant reference or booking details, a clear description of the issue, when it occurred, and any supporting information such as photographs or documents you feel may be relevant.
If your complaint relates to a specific removal date, access time, or storage unit, please provide those details so that we can investigate accurately.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with or the site team on duty. Many issues can be resolved quickly at this level through explanation, clarification, or immediate action. We will listen to your concerns, ask questions where necessary, and aim to resolve the matter informally as soon as possible.
If you are not satisfied with the response you receive at this stage, or if the matter is too serious to handle informally, you may ask for your complaint to be escalated to Stage Two.
Stage Two: Formal Complaint
At Stage Two, your complaint will be treated as a formal complaint and will be reviewed by a manager. We will acknowledge receipt of your formal complaint within a reasonable timeframe, normally within a few working days. The acknowledgement will confirm that we have received your complaint and that an investigation is underway.
The manager will review the information you have provided, speak to any staff or contractors involved, check relevant records such as booking details, access logs or removal schedules, and consider any evidence provided by you. If we need more information to understand the issue, we may contact you as part of this investigation.
Once the investigation is complete, we will send you a written response setting out our findings, any action we propose to take, and the reasons for our decision. We aim to provide this response within a reasonable timescale, taking into account the complexity of the complaint.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you may request a further review. At this stage, your complaint will be reviewed by a more senior member of our team who has not been directly involved in the earlier stages, where possible.
The reviewer will look at how your complaint has been handled, whether the investigation was thorough and fair, and whether the outcome was reasonable in light of the evidence. They may uphold the original decision, vary it, or propose an alternative resolution. You will receive a written outcome of this review and this will normally be our final position on the matter.
Possible Outcomes and Remedies
Where your complaint is upheld, we will seek to provide an appropriate remedy. Depending on the circumstances, this may include an explanation or apology, corrective action to address the problem, a review of our procedures or training, or other practical steps to reduce the risk of the issue recurring. Any financial or insurance-related matters will be considered in line with our terms and conditions and any applicable policies.
Time Limits for Complaints
We encourage you to raise any concerns as soon as possible after the issue arises. This helps us investigate effectively, particularly for removal and transport services where timing, routes and handling need to be reviewed. Complaints raised after a significant delay may be more difficult to investigate fully, but we will still consider them and explain any limitations on what we can do.
Recording and Monitoring Complaints
All formal complaints are recorded in our internal systems, including details of the issue, the investigation and the outcome. We review complaint data periodically to identify recurring themes or areas where we can improve our storage operations, customer service, and removal processes.
Respectful Communication
We expect our staff to treat all customers with courtesy and respect at every stage of the complaints procedure. We also ask that customers communicate with our team in a respectful manner. We may choose to limit or manage contact where conduct is abusive, threatening, or persistently unreasonable, while still aiming to address the substance of the complaint.
Changes to This Procedure
Storage Crofton Park may update this Complaints Procedure from time to time to reflect changes in our services, internal processes, or applicable regulations. The version in force at the time you raise your complaint will apply to the handling of that complaint.
We value the opportunity to learn from every complaint, and we use your feedback to help improve our storage and removal services for all customers.
