Storage Kingston Complaints Procedure
Storage Kingston is committed to providing reliable storage and removal services and to addressing any concerns in a fair, transparent and timely way. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage of the process.
Scope of this Complaints Procedure
This procedure applies to all customers who use our storage, removals, packing, or related services. It covers complaints about our service delivery, staff conduct, quality of work, administration, communication, billing, and handling of your goods and property.
This procedure does not cover matters that must be dealt with by law enforcement, insurance providers, regulators, or the courts. However, we will always advise you if we believe your concern is better directed to one of those channels.
Our Commitments
When you make a complaint, we will aim to:
Treat you with respect and courtesy at all times.
Listen carefully to what has gone wrong from your point of view.
Record and investigate your complaint thoroughly and objectively.
Respond within reasonable and clearly stated timescales.
Explain our findings and any actions we will take to put matters right.
Use your feedback to improve our storage and removal services.
How to Make a Complaint
You can raise a complaint verbally or in writing. If you speak to a member of our team at our premises or during a removal or collection, they will try to resolve the issue immediately where possible. If it cannot be resolved straight away, your concern will be referred to a senior member of staff.
For clarity and to help us investigate effectively, we encourage you to put your complaint in writing wherever possible. When submitting a complaint, please provide the following information:
Your full name and any reference or booking number.
Details of the service you used, such as storage unit use, home removals, office move or associated packing services.
The date or period when the issue occurred.
A clear description of what went wrong and how it has affected you.
Any steps you have already taken to raise the issue with us.
Any supporting information you have, such as photographs, inventories or delivery notes.
Stage One: Initial Resolution
In the first instance, we aim to resolve complaints at the point where they arise. This might be with the driver and removals team, the storage site staff or our customer service personnel. Many concerns, such as minor service issues, can be put right quickly once we understand what has happened.
We will do our best to give you an immediate response or a same day update wherever practical. If your complaint requires further investigation, we will acknowledge that we have received it and explain the next steps and timescales.
Stage Two: Formal Investigation
If your complaint cannot be resolved at the initial stage, or if you are dissatisfied with the response, it will be treated as a formal complaint for investigation by a manager. At this stage, we will:
Log your complaint in our internal records.
Review any relevant documentation, such as service agreements, inventories and job sheets.
Speak with the staff involved, including storage or removal teams and administrative staff.
Assess any evidence you have provided, such as photographs or written notes.
Consider whether there are wider service or process issues that need addressing.
We will aim to provide a written response within a reasonable timeframe. If, due to complexity or the need for further information, we require more time, we will let you know and provide an updated timescale.
Our Response and Possible Outcomes
Once our investigation is complete, we will provide a clear explanation of our findings. Our response may include:
An explanation of what we believe happened and why.
An apology where we have fallen short of our standards.
Information about any corrective actions taken, such as staff training, process changes or service adjustments.
Where appropriate, proposals to put things right, which may include practical steps in relation to your storage or removal arrangements and, if relevant, guidance on how to pursue any insurance-related matters.
We aim to resolve complaints in a way that is fair to you and consistent with our obligations and terms of business.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you may request a further review. At this stage, your complaint and our previous responses will be reviewed by a more senior member of management who was not directly involved in the earlier stages where possible.
The reviewing manager will consider whether the complaint has been handled fairly, whether the conclusions are reasonable in light of the evidence, and whether any additional steps are appropriate. Following this review, you will receive a final response setting out our position.
Time Limits for Raising a Complaint
To help us investigate effectively, you should raise any concerns as soon as possible after the event, particularly where storage access, removals scheduling, packing issues or condition of goods may be relevant. Delays in reporting problems may make it more difficult to gather accurate information or to verify the circumstances.
Recording and Learning from Complaints
All formal complaints are recorded, monitored and reviewed periodically. We analyse complaint trends to identify areas where our storage and removal services can be improved. This may lead to updates in staff training, operational procedures, service planning or customer communications.
Your feedback, whether positive or negative, is valuable to us and forms part of our ongoing commitment to safe, secure and efficient storage and removals.
Confidentiality and Data Protection
Information you provide in connection with a complaint will be handled sensitively and in line with our obligations under data protection law. Details will only be shared with staff who need the information to investigate and resolve your complaint, or where we are legally required to disclose information.
Third Parties and Representatives
You may authorise someone else to act on your behalf in making or pursuing a complaint, for example a family member, friend, legal representative or business colleague. We may require confirmation from you that this person is authorised to receive information about your complaint.
Review of this Complaints Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and appropriate for the range of storage and removal services we offer. We may update the procedure from time to time and will apply the version in force at the time your complaint is made.
