Storage Merton Complaints Procedure
Storage Merton is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, transparent and timely manner. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect at each stage of the process.
1. Purpose and Scope
This procedure applies to all customers who use our storage or removal services, whether for domestic or business purposes. It covers complaints about the standard of our service, our handling of your property, our staff conduct, and the clarity and accuracy of our information and documentation.
This procedure does not limit any legal rights you may have. It is designed to give you a clear route to raise concerns directly with us so that we can investigate and, where appropriate, put things right as quickly as possible.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. Examples include:
Delays or issues with collection, transport or delivery of your belongings.
Concerns about the condition, security or handling of items in storage.
Disagreement about charges, invoices or quoted prices.
Concerns about the behaviour, attitude or professionalism of our team members.
Problems with how we communicated information about your booking or contract.
3. Making an Informal Complaint
We encourage you to raise concerns informally in the first instance, as many issues can be resolved quickly.
You can speak directly to a member of our team at the time the issue arises, for example while our removal team is on site or when you visit the storage facility. Explain clearly what has gone wrong and what outcome you are looking for. Our staff will try to resolve the issue immediately where this is possible.
If the issue cannot be resolved straight away, it will be referred to a supervisor or manager for further consideration. We aim to provide an initial response as soon as reasonably practicable, usually within a few working days.
4. Making a Formal Complaint
If you are not satisfied with the outcome of the informal process, or if you prefer to make a formal complaint from the outset, you can submit a written complaint. Written complaints help us understand the matter clearly and keep an accurate record.
When making a formal complaint, please provide:
Your full name and any relevant booking or contract reference.
Dates and locations of the service you received.
A clear description of what happened and why you are dissatisfied.
Details of any staff you dealt with, if known.
Any supporting information you consider relevant, such as photographs or copies of documents.
Please also state the outcome you are seeking, for example an explanation, apology, correction of records, or review of charges.
5. Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable period. Our acknowledgement will confirm that your complaint has been logged and is being reviewed under this procedure.
We aim to provide a full written response after we have completed our investigation. The time needed will depend on the complexity of the issues and whether we need to obtain additional information, for example from our removal team, storage staff, or third-party suppliers.
If our investigation is likely to take longer than usual, we will update you on progress and let you know when you can expect a further response.
6. How We Investigate Complaints
To investigate your complaint fairly, we may take the following steps:
Review relevant documents such as booking forms, inventories, service notes and invoices.
Speak with staff who were involved in providing your storage or removal service.
Inspect storage areas or vehicles where appropriate.
Consider any photographs, correspondence or other evidence you have supplied.
Assess whether our service met our internal standards and the commitments set out in our terms and conditions.
We will consider both the facts and the impact on you as a customer. Where we identify that something has gone wrong, we will look at what needs to be done to remedy the situation and reduce the risk of similar issues occurring again.
7. Our Response and Possible Outcomes
At the conclusion of our investigation, we will set out our findings in writing. Our response will aim to be clear, comprehensive and easy to understand.
Depending on the nature of the complaint, possible outcomes may include:
An explanation of what happened and why.
An apology where we consider that our service has fallen short of our standards.
Correction of any errors in documentation, records or invoices.
A review of charges, including any adjustments we consider appropriate.
Internal changes to our procedures, training or communication to improve our services in future.
Any remedy will be considered on a case by case basis and in accordance with our terms, conditions and legal obligations.
8. If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you may request that the complaint is reviewed by a more senior manager. This is to ensure that your concerns have been considered fully and that the outcome is reasonable in the circumstances.
In your request for a review, please explain why you are unhappy with the previous decision and what further action you are seeking. We will consider whether any additional investigation is required and will provide a further written response setting out our final position.
This internal review is the final stage of our complaints procedure. It does not affect any legal rights you may wish to exercise separately.
9. Our Commitment to Improvement
Storage Merton treats all complaints as an important source of feedback. We regularly review the complaints we receive to identify patterns, training needs and areas where our storage and removal services can be improved.
By raising your concerns, you help us maintain and improve service standards for all customers. We are committed to handling every complaint professionally, respectfully and without prejudice.
10. Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled sensitively and used only for the purposes of investigating and responding to your concerns, improving our services, and meeting our legal and regulatory obligations. We will store and process your information in line with our data protection responsibilities.
If we need to share information with third parties in order to investigate or resolve your complaint, we will do so only where it is necessary and appropriate.
This Complaints Procedure is kept under regular review to ensure it remains clear, effective and appropriate for the storage and removal services we provide.
