Storage Nine Elms Complaints Procedure
Storage Nine Elms is committed to providing a professional and reliable service for all customers using our storage and removal solutions. We recognise that, on occasion, things may not go as expected. When that happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this complaints procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints relating to our storage facilities, removal services, collection and delivery arrangements, billing and administration, and customer service. We aim to resolve issues promptly and with minimal disruption to your plans.
This procedure applies to all customers of Storage Nine Elms, including those who use us solely for storage and those who use our removal and transport services as part of a move.
What we consider a complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of our services or conduct that requires a response. This may include concerns about the standard of our removal services, handling of goods, condition or accessibility of storage units, communication or customer care, accuracy of information, or charges and invoicing.
We take all complaints seriously, even if you are unsure whether your concern is formal or informal. If in doubt, raise the issue and we will treat it appropriately.
How to make a complaint
You can make a complaint in person at our site, in writing by letter, or through our online contact methods as set out on our main website. When submitting a complaint, please provide your full name, the dates and locations involved, your unit or booking reference if applicable, a clear description of what went wrong, and what outcome you are seeking. The more information you provide, the easier it will be for us to investigate and respond effectively.
If your complaint relates to a removal service, please include details of the collection and delivery addresses and any specific items or parts of the service you are concerned about.
Initial resolution and informal complaints
Where possible, we encourage you to raise any concern as soon as it arises with the team member you have been dealing with or the site manager. Many issues can be resolved quickly and informally, particularly operational matters such as access arrangements, packing queries, or small discrepancies in removal schedules.
If you are not satisfied with the response at this stage, or if the matter is more serious, you may request that your complaint be treated as a formal complaint under this procedure.
Formal complaints process
Once we receive a formal complaint, we will log it and assign it to an appropriate manager for review. We will acknowledge receipt in writing within a reasonable timeframe, normally within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps.
The manager responsible will then investigate the matter, which may involve reviewing relevant documents, speaking with staff members involved in the storage or removal service, and, where appropriate, contacting you for further information or clarification.
Timescales for response
We aim to provide a full written response to your complaint as soon as reasonably possible and normally within 20 working days of acknowledging your complaint. If, due to the complexity of the matter or the need to obtain further information, we anticipate that this timeframe cannot be met, we will inform you and explain the reason for the delay, together with an updated timescale.
Our written response will set out our understanding of your complaint, the steps we have taken to investigate it, our findings and conclusions, any actions we propose to take to resolve the issue, and information about what you can do if you are not satisfied with our response.
Possible outcomes and remedies
Depending on the nature and findings of the complaint, outcomes may include an explanation or clarification, an apology where we have fallen short of our standards, corrective action in relation to your storage unit or removal booking, service improvements to prevent a recurrence, or where appropriate, consideration of compensation in line with our terms and conditions.
Our aim is always to reach a fair and proportionate resolution that reflects the circumstances of each case and our obligations under our contract with you.
If you remain dissatisfied
If you are not satisfied with our formal response, you may request an internal review. Your complaint will then be considered by a senior manager not previously involved in the matter. The review will focus on whether the complaint was handled fairly and in line with this procedure, whether the conclusions were reasonable based on the information available, and whether any further action is appropriate.
We will aim to complete this review and provide you with a final response within 20 working days of your request for a review, or we will let you know if more time is required.
Complaints relating to damage or loss
If your complaint involves alleged damage to or loss of goods during storage or removal, we may request supporting evidence such as photographs, inventories, or receipts. Any claims will be considered in accordance with our terms and conditions and any applicable insurance arrangements. We encourage you to notify us of any such concerns as soon as you become aware of them, so that we can investigate promptly.
Using feedback to improve our service
All complaints and significant pieces of customer feedback are recorded and monitored. We regularly review complaint trends to identify areas where we can improve our storage operations, removal services, customer communication, and staff training. By raising your concerns, you help us maintain high standards and make our services more reliable for everyone.
Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. Information you provide will be used only for the purposes of investigating and responding to your complaint, for monitoring our performance, and for improving our services. We will process your personal data in accordance with our privacy commitments and applicable data protection requirements.
Accessibility of this procedure
This complaints procedure is available to all Storage Nine Elms customers. If you require this information in a different format or need assistance in making a complaint, please contact us using our usual contact methods and we will do our best to accommodate your needs.
We value your feedback and are committed to dealing with all complaints in a timely, fair, and consistent manner, helping us maintain the quality of our storage and removal services.
