Storage West Hendon Customer Complaints Procedure
This Complaints Procedure explains how customers of Storage West Hendon can raise concerns and how those concerns will be managed. It applies to all customers using our storage and associated removal services. Our aim is to resolve issues promptly, fairly and transparently, and to use feedback to continually improve our services.
Our Commitment to Handling Complaints
Storage West Hendon is committed to providing a reliable storage and removal service. We recognise that, on occasion, things may not go as expected. When this happens, we want to hear from you so that we can put matters right where possible and prevent similar issues from occurring in the future.
All complaints will be treated seriously, handled confidentially, and investigated by appropriately trained staff. We will always seek to resolve problems at the earliest possible stage.
What This Procedure Covers
This procedure covers complaints relating to:
Issues with storage services, including unit condition, access, security, and billing. Concerns about removal or collection services, including scheduling, handling of goods, and communication. Service standards, staff conduct, and the information you were given before, during, or after entering into an agreement with us.
This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, or issues that fall outside our control such as third party failures where we are not responsible.
Raising a Complaint Informally
Many concerns can be resolved quickly and informally. In the first instance, we encourage you to raise the matter directly with the member of staff you have been dealing with, or the on-site supervisor. Explain clearly what has gone wrong and what outcome you are seeking.
We will try to resolve informal complaints as soon as possible, usually within a few working days. If you are not satisfied with the response, or if the issue is more serious, you can make a formal complaint using the process below.
Making a Formal Complaint
If an informal resolution is not appropriate or has not resolved your concern, you may submit a formal complaint. Please set out your complaint in writing so that we have a clear record of the issues and can investigate thoroughly.
When making a formal complaint, please include the following information where possible: Your full name and the name under which the storage or removal service is booked. Details of your storage unit and any relevant reference numbers. A clear description of what happened, including dates, times and locations. The names or roles of any staff members involved, if known. Copies of any supporting documents, such as agreements, inventories, photographs, or correspondence. Details of any steps already taken to resolve the matter and the outcome you are seeking.
Providing complete and accurate information will help us to investigate your complaint efficiently.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement. We will acknowledge receipt of your complaint within a reasonable timescale, usually within five working days. This acknowledgement will confirm that your complaint is being investigated and may request further information if required.
Investigation. Your complaint will be reviewed by a manager or supervisor who was not directly involved in the events giving rise to the complaint wherever possible. They will examine the information provided, speak to relevant staff and, if necessary, inspect any storage units or related facilities.
Outcome. After the investigation is complete, we will provide you with a written response. This will set out our understanding of your complaint, the findings of our investigation, and any actions we propose to take. We aim to provide a full response within 28 days of receiving all relevant information. If we need more time, we will let you know and explain why.
Possible Resolutions
Where a complaint is upheld, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following: An explanation or clarification. An apology. Practical steps to correct an error where possible. Service improvements or staff training. A review of internal procedures and policies.
Any remedy will depend on the nature of the complaint, the evidence available, and any contractual terms that apply to your storage or removal service.
If You Remain Dissatisfied
If you are not satisfied with the outcome of our investigation, you may request a review of your complaint. A senior member of our team, who has not previously dealt with the matter, will reconsider the case and the steps taken.
The review will focus on whether the complaint was handled fairly and in line with this procedure, and whether the outcome was reasonable in the circumstances. Following the review, we will write to you with our final position and any further actions we are prepared to take.
Time Limits for Complaints
To allow us to investigate effectively, we encourage customers to raise concerns as soon as possible after an issue arises. For complaints relating to removal services or the handling of goods, it is particularly important that you notify us promptly so that relevant records and evidence can be preserved.
While we will always consider the specific circumstances, we may be unable to properly investigate complaints that are made after a significant delay.
Recording and Monitoring Complaints
Storage West Hendon maintains a record of formal complaints and their outcomes. This helps us identify patterns, address recurring issues, and improve our storage and removal services over time. Information from complaints is used for staff training and service development.
Any personal information you provide in connection with a complaint will be handled in accordance with applicable data protection requirements and retained only for as long as necessary.
Continuous Improvement
Feedback, including complaints, is essential to maintaining high standards in storage and removal services. By raising concerns, you help us identify what we do well and where we need to improve. We are committed to learning from every complaint and using those lessons to enhance the experience of all customers.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our operations, customer expectations or relevant guidance.
