Complaints Procedure for Storage Earls Court
Storage Earls Court is committed to providing reliable and professional storage and removal services. We aim to resolve any concerns quickly, fairly and consistently. This complaints procedure explains how you can raise an issue with us, what you can expect from our team, and how we will work to reach a suitable outcome.
Our Commitment to You
We want every customer to be satisfied with our storage facilities, handling of belongings and any associated removal services. If something goes wrong, we take it seriously. We will listen carefully, investigate thoroughly and respond clearly. Wherever possible, we use feedback from complaints to improve our service and prevent similar issues in future.
What This Procedure Covers
This procedure applies to complaints about our storage units, collection and delivery of goods, removal and transport services, customer service, billing, and any other aspect of your experience with Storage Earls Court. It is intended for individual customers, households and business clients using our storage or removals support.
How to Raise a Complaint
You can raise a complaint verbally or in writing. You may speak to a member of our team on site or contact us through our usual communication channels. When making a complaint, please provide as much detail as you can, including:
The name on your agreement or booking
The date and, if relevant, time of the incident or issue
Which service the complaint relates to, such as storage, removals or transport
A clear description of what happened and why you are unhappy
Any immediate steps you would like us to consider
The more information you provide, the easier it is for us to investigate and respond appropriately.
Stage One: Informal Resolution
Where possible, we aim to resolve complaints informally at the earliest opportunity. In many cases, the member of staff you first speak to will be able to resolve the issue quickly by clarifying information, correcting an error, or putting things right there and then.
During this stage we will:
Listen carefully to your account of what has happened
Ask questions to understand the problem fully
Check any relevant records, such as booking details, inventory notes or account information
Agree with you what a reasonable resolution might look like
If we can resolve the matter immediately, we will confirm what has been agreed and any follow-up actions we will take.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, or you are not satisfied with the response at Stage One, you may request that your complaint is treated as a formal complaint. At this stage, your complaint will be reviewed by a more senior member of the team.
When a complaint is escalated to the formal stage, we will:
Acknowledge receipt of your complaint within a reasonable timeframe
Record the details of your complaint in our internal system
Confirm the main points we will be investigating
We may contact you to obtain further information or clarification if needed.
Investigation Process
For formal complaints, we conduct a careful and proportionate investigation. This may include:
Reviewing your account records, booking information and any related documentation
Checking notes from team members involved in providing your storage or removal service
Assessing vehicle logs, collection times or access records where relevant
Discussing the matter with staff who were involved
We aim to reach a fair and evidence-based conclusion, considering both our service standards and your experience as a customer.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written or verbal response setting out:
A summary of your complaint
The steps we have taken to investigate
Our findings and any conclusions we have reached
Any actions we will take to put things right or improve our service
Depending on the nature of the complaint, possible outcomes may include an explanation or clarification, an apology, practical steps to resolve an operational issue, improvements to our processes, or other appropriate measures. Where a service failure is identified, we will seek to address it promptly and fairly.
Timeframes
We aim to acknowledge complaints within a reasonable period and to provide a full response as quickly as we can, taking into account the complexity of the matter. Some issues can be resolved within a few days, while others, particularly those involving multiple services or detailed checks of storage or removal records, may take longer. If an investigation is likely to take more time, we will keep you updated on progress.
If You Remain Dissatisfied
If you feel that your complaint has not been handled fairly or that the outcome is not reasonable, you can request a further review. A senior manager will then reconsider the complaint, the investigation and the response already provided. They may ask for additional information or clarification from you or from staff involved in your service.
After this review, we will confirm our final position on your complaint. We aim to be transparent about the reasons for our decision and any limitations on what we are able to do.
Using Complaints to Improve Our Service
We recognise that complaints provide valuable insight into where our storage and removal services can be improved. We regularly review complaints data to identify recurring themes, assess whether changes to systems or staff training are needed, and monitor the impact of improvements we have introduced. Our goal is to ensure that both storage customers and those using our removal support experience a safe, consistent and dependable service.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under data protection law. Information about your complaint is shared only with staff who need it to investigate and respond appropriately. We store complaint records securely and retain them only for as long as necessary.
Accessibility and Support
We want our complaints procedure to be accessible to all customers. If you require assistance with making a complaint, or need us to communicate with you in a different way, please let us know and we will do our best to accommodate your needs. Our team will treat all complainants with respect, and we expect our staff to be treated with respect in return throughout the process.
By following this procedure, Storage Earls Court aims to handle every complaint fairly, consistently and with a focus on resolving issues and improving our storage and removal services for all customers.
