Storage Alperton Complaints Procedure
Storage Alperton is committed to providing a reliable, professional service for storage and removal customers. If something goes wrong, we want to know about it and put it right. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Approach to Complaints
We welcome feedback, including complaints, as an opportunity to improve our storage and moving services. Every complaint is handled seriously, with respect and confidentiality. We aim to resolve issues quickly, fairly and in a way that is clear and transparent for you.
This procedure applies to all services provided by Storage Alperton, including storage units, packing, loading, transport, and removal services associated with your booking.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled a situation, whether you consider it minor or serious. Examples may include issues with booking arrangements, delays or missed collection and delivery windows, handling of belongings during removal or storage, condition of stored goods, billing or payment disputes, communication problems, or staff conduct.
If you are unsure whether your concern is a complaint, you can still raise it with us. We will either resolve it informally or guide you through the formal process if that is more appropriate.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints help us to keep a clear record of your concerns and our responses, but we understand that is not always convenient. If you raise a complaint verbally, we may ask you to confirm the key points in writing so there is no misunderstanding.
When making a complaint, please provide the following information where possible so we can investigate efficiently. Include your full name and any company name if applicable, your booking or contract reference, the dates of the service involved, a clear description of what went wrong, who you spoke to or dealt with, any steps already taken to resolve the issue, and what outcome you are seeking, for example an explanation, an apology, corrective action or compensation.
Informal Resolution
Many issues can be resolved quickly by the staff member or team you first dealt with. We encourage you to raise concerns as soon as they arise, so we can address them without delay. Our team will listen, clarify the issue, and try to resolve the matter immediately where possible.
If you are satisfied with the response at this stage, the matter will be considered resolved. We will keep a record of the issue and the agreed outcome for quality and training purposes.
Formal Complaint Process
If your concern cannot be resolved informally, or if you prefer to make a formal complaint from the outset, the following stages will apply.
First, acknowledgement. Once we receive your formal complaint, we will acknowledge it as soon as reasonably practicable. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.
Second, investigation. Your complaint will be assigned to an appropriate manager who was not directly involved in the matter, wherever possible. They will review your complaint, examine relevant documents and booking details, speak with staff members and, if necessary, ask you for further information or clarification.
Third, response. After completing the investigation, we will send you a written response setting out our understanding of the complaint, the findings from our investigation, any conclusions we have reached, any apology where appropriate, and proposed remedies or actions. We aim to resolve most complaints within a reasonable time frame. If our investigation takes longer than expected, we will keep you updated.
Possible Outcomes and Remedies
Depending on the nature of the complaint and the outcome of our investigation, remedies may include a clear explanation of what happened, a formal apology, corrective action to address the problem and prevent a recurrence, service improvements, staff training or guidance, and where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance cover.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may request that it be reviewed. This review will, wherever possible, be carried out by a more senior manager who was not involved in the original investigation.
The reviewer will look again at the handling of your complaint, the evidence considered, and the conclusions reached. Following this review, we will provide a further written response explaining whether we uphold the original decision or propose any change to the outcome.
Time Limits for Complaints
To help us investigate effectively, we ask that complaints are raised as soon as possible after the issue occurs or after you become aware of it. Delays in raising a complaint may affect the availability of records, evidence, or recollections, and may limit the options for resolution, especially in relation to any physical items handled during storage or removals.
Any specific time limits affecting claims for loss, damage or delay will be set out in our service terms and conditions and any relevant insurance documents you hold.
Record Keeping and Data Protection
We keep records of all complaints, including how they were investigated and resolved. This helps us monitor our performance, identify recurring issues and improve our services for storage and removal customers.
All personal information provided in connection with a complaint is handled in accordance with our data protection obligations. We will use your information only for managing and reviewing your complaint and for improving our services where appropriate.
Continuous Improvement
Complaints are a valuable source of information about how our storage and removal services are working in practice. We regularly review complaint data to identify patterns, highlight areas where we need to improve, and shape staff training and operational processes.
By following this complaints procedure, Storage Alperton aims to ensure that all concerns are treated fairly, consistently and with genuine commitment to resolving issues and maintaining customer confidence.
