Storage Creekmouth Complaints Procedure
Storage Creekmouth is committed to providing reliable storage and removal support services and to resolving any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose and Scope
This procedure applies to all customers using Storage Creekmouth for storage, removals, or related services. It covers complaints about our staff, service delivery, communication, billing, handling of goods, access arrangements, and any other aspect of the customer experience.
We treat every complaint as an opportunity to improve. All complaints are handled confidentially and in line with relevant consumer protection principles.
What We Class As A Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, moving, or support activities, where a response is expected. This can include, for example, concerns about the condition or security of storage units, conduct of removal teams, delays or missed time slots, damage or loss of items, invoicing or payment issues, or the information and guidance you receive from us.
We encourage you to tell us as soon as possible if something has gone wrong so we can put it right promptly.
How To Make A Complaint
You can make a complaint in any of the following ways:
In person by speaking to a member of our team at our premises during normal opening hours and clearly stating that you wish to make a complaint.
In writing by sending a letter addressed to the Complaints Manager at Storage Creekmouth, clearly marking your correspondence as a complaint.
When making a complaint, please include your full name, any relevant reference such as booking or contract details, dates and times of the issue, a clear description of what went wrong, and what outcome you are seeking. Providing as much detail as possible will help us investigate more efficiently.
Stage One: Frontline Resolution
In many cases, issues can be resolved quickly by the team member you first speak to, such as a reception colleague or a member of the removals team. Wherever possible, we aim to resolve complaints at this stage, ideally within two working days.
We may contact you to clarify details, request supporting information such as photographs or inventory notes, and discuss possible solutions. If we are able to resolve the matter immediately, we will confirm the agreed resolution with you.
Stage Two: Formal Investigation
If your complaint cannot be resolved at the frontline, or you are not satisfied with the initial response, you may request that it is dealt with as a formal complaint. You can do this by confirming in writing that you wish to escalate the matter to the Complaints Manager.
Once a formal complaint is received, we will:
Acknowledge your complaint in writing within five working days. Record your complaint in our internal log for monitoring and audit purposes. Assign a person with appropriate seniority to investigate the matter impartially.
During the investigation we may review records such as job sheets, storage agreements, access logs, photographs, and staff statements. We may also contact you to obtain further information or clarification.
We aim to provide a full written response within twenty working days of acknowledging your complaint. If, due to complexity or the need to obtain third party information, we require longer, we will inform you of the reason for the delay and provide an updated timescale.
Our Response To Your Complaint
Our written response will outline the details of your complaint, the steps we took to investigate, our findings, any action we propose to take, and the reasons for our decision. Where we find that something has gone wrong, we will aim to offer a practical and fair remedy. This may include an apology, an explanation, service improvements, corrective actions, or financial redress where appropriate and in line with our terms and conditions.
Stage Three: Further Review
If you are not satisfied with the outcome of the formal investigation, you can request a further review. This should be done in writing within twenty working days of receiving our response, setting out why you remain dissatisfied and what additional outcome you are seeking.
A senior member of management, who has not previously been involved with your complaint, will review the file, consider all evidence and correspondence, and assess whether the investigation and decision were fair and reasonable. We will aim to provide a final written response within twenty working days of receiving your request for further review.
Using External Advice Or Support
You have the right to seek independent advice at any stage of the complaints process. This may include advice from consumer support bodies, legal advisers, or relevant industry organisations. Where applicable, you may also have access to alternative dispute resolution schemes in line with consumer law for services such as removals and storage. Details of any such scheme that we participate in can be provided on request.
Time Limits For Complaints
We ask that complaints relating to a specific service event, such as a removal job or first occupation of a storage unit, are raised as soon as reasonably possible and ideally within six months of the incident or of becoming aware of it. This allows us to investigate while records, staff recollections and any supporting evidence are still available.
Confidentiality and Data Protection
All complaints are handled sensitively. Information is only shared with those who need it to investigate and resolve your concerns. We manage your personal data in accordance with our privacy practices and applicable data protection law. Records of complaints are retained for an appropriate period to help us monitor performance and improve services.
Continuous Improvement
We regularly review complaints data to identify trends, recurring issues and opportunities to enhance our storage and removal service offering. Training, process changes and service upgrades may be introduced as a result of feedback from customers. By raising your concerns, you help us to maintain and improve the standards at Storage Creekmouth.
We are committed to dealing with all complaints fairly, consistently and as quickly as circumstances allow, and to ensuring that our customers feel listened to and respected throughout the process.
