Storage Tolworth Complaints Procedure
This Complaints Procedure explains how Storage Tolworth handles concerns and complaints from customers using our storage and related removal services. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using your feedback to improve our services.
Our commitment
Storage Tolworth is committed to providing reliable storage solutions and professional support to customers moving, storing or transporting their belongings. If something goes wrong, we want to know about it and put it right where we reasonably can. All complaints are treated seriously, handled with respect and kept as confidential as possible.
What this procedure covers
This procedure covers complaints about:
Quality of storage facilities, including access arrangements and condition of units. Conduct, professionalism or behaviour of our staff, contractors or representatives. Service delivery issues connected to handling, loading, unloading or managing goods stored with us or moved to and from our facilities. Administration, paperwork, billing and communication relating to storage or removal bookings. Any failure to follow agreed instructions or our published terms and conditions.
This procedure does not cover disputes relating solely to matters governed by separate insurance policies, third party services arranged independently by you, or events outside our reasonable control as defined in our terms and conditions. However, we will still try to help you understand the options available.
Raising an initial concern
If you are unhappy with any aspect of our service, please raise the issue as soon as possible with a member of the Storage Tolworth team. Many problems can be resolved quickly at this early stage through discussion and clarification.
When you first raise a concern, please provide:
Your full name and, if relevant, your company name. Details of your storage unit or booking reference. The dates and times when the issue occurred. A clear description of what went wrong and how it has affected you. Any evidence you consider relevant, such as photographs, inventory notes or written confirmations.
Our team member will listen to your concern, seek to understand the issue and, where possible, offer an immediate explanation or solution. If the matter cannot be resolved on the spot or you remain dissatisfied, you can make a formal complaint.
How to make a formal complaint
You may submit a formal complaint in writing, setting out the information listed above in as much detail as possible. Written complaints help us record the facts clearly and reduce the risk of misunderstanding.
When making a formal complaint, please state that you are using the Complaints Procedure and confirm the outcome you would consider to be a reasonable resolution. While we cannot guarantee to agree to every requested outcome, understanding your expectations will help us address your complaint more effectively.
Acknowledgement of your complaint
Once we receive your formal complaint, we will send a written acknowledgement. We aim to do this within five working days. The acknowledgement will confirm that your complaint has been received and is being reviewed under this Complaints Procedure.
In some cases we may contact you to clarify details, request further information or ask for permission to speak with third parties involved in the events you describe, such as carriers or contractors.
Investigation process
Your complaint will be investigated by an appropriate member of the Storage Tolworth management team who was not directly involved in the events under complaint, where this is reasonably possible. The investigating manager will:
Review your complaint and all supporting information. Check relevant documentation, such as booking records, photographs, inventory lists, access logs and agreements. Speak with any staff or contractors who may have been involved. Consider our policies, terms and conditions and any relevant industry standards.
We may contact you during the investigation to discuss the matter, ask for additional information or provide interim updates if the investigation is taking longer than expected.
Timescales for responding
We aim to provide a full written response to your complaint within 28 days of acknowledging it. If we are unable to meet this timescale, for example because key staff are unavailable or additional information is required, we will let you know and explain the reason for the delay, together with an updated timescale.
Our response and possible outcomes
At the end of our investigation, we will write to you with our findings. Our response will normally include:
A summary of your complaint as we understand it. The steps we took to investigate. Our decision and the reasons for it. Any offer of corrective action, remedy or goodwill gesture where appropriate. Information on what you can do if you remain dissatisfied.
Depending on the nature and outcome of the complaint, possible resolutions may include an apology, an explanation, corrective action, service improvements, or a financial remedy where this is justified and in line with our terms and conditions.
If you remain dissatisfied
If you are not satisfied with our final response, you may ask for the complaint to be reviewed by a more senior manager where that has not already happened. You should do this in writing, setting out why you disagree with our decision and what you believe we have overlooked or misunderstood.
Following this review, we will write to you again with a final position. This will usually conclude our internal Complaints Procedure.
External guidance and advice
Depending on the nature of your complaint, you may be able to seek independent advice from a consumer advice organisation, a legal advisor or, where relevant, a recognised industry or trading standards body. Any rights you may have in law, including the right to pursue a claim through the courts, are not affected by using this Complaints Procedure.
Your responsibilities
To help us deal with your complaint efficiently and fairly, we ask you to:
Raise concerns as soon as reasonably possible. Provide clear, accurate and complete information. Treat our staff with courtesy and respect. Refrain from abusive, threatening or discriminatory language or behaviour.
We reserve the right to take appropriate measures if behaviour towards our staff becomes unreasonable or abusive, while still aiming to address any legitimate concerns you may have.
Learning from complaints
Storage Tolworth reviews complaints on a regular basis to identify recurring issues, trends and opportunities for improvement in our storage and removal related services. Feedback gained through this process helps us refine our procedures, staff training and communication so that we can continue to improve the experience for all customers.
By following this Complaints Procedure, we aim to handle every concern constructively, fairly and with a focus on resolving matters wherever reasonably possible.
