Storage Hainault Complaints Procedure
This Complaints Procedure explains how Storage Hainault manages and resolves complaints relating to our storage and removal services. We aim to provide a clear and fair process that is easy to understand and simple to use.
We treat all complaints seriously and use them to improve our services, protect customers, and maintain high standards in the way we handle possessions in storage and during removals.
Scope of this Complaints Procedure
This procedure applies to any expression of dissatisfaction about our services, including but not limited to storage, collection, delivery, removals, handling of goods, customer service and administration of accounts and payments.
It covers complaints raised by individual customers, business clients and authorised representatives acting on behalf of a customer. It applies to both existing and former customers where the issue relates to services previously provided.
What We Class as a Complaint
A complaint is any concern or issue raised with us where you believe we have failed to provide a service to the standard you reasonably expected, or where you feel you have been treated unfairly.
Examples may include delays in removal services, concerns about the handling of your belongings, issues with access to your storage unit, problems with invoices or charges, or dissatisfaction with how a query has been managed.
How to Make a Complaint
You can make a complaint in writing or verbally. While we will accept complaints made in any reasonable way, we encourage customers to set out complaints in writing so that we can clearly understand the issue and respond fully.
When submitting a complaint, please provide as much detail as possible, including your full name, any relevant contract or account reference, the dates on which the issue occurred, a clear description of what happened and what outcome you are seeking.
Stage One: Initial Complaint Handling
In the first instance, complaints should be raised with the member of staff or team you have been dealing with for your storage or removal service. Many issues can be resolved quickly and informally at this stage.
We will aim to acknowledge your complaint promptly and will usually attempt to resolve it within a reasonable time frame, taking into account the complexity of the matter and the need to gather any relevant information.
Where we resolve your complaint informally at this stage, we will confirm the outcome to you, explaining what we have done and any steps we will take to prevent similar issues arising in future.
Stage Two: Formal Investigation
If you are not satisfied with the initial response, or if the issue is complex or serious, you may request that your complaint is treated as a formal complaint.
At this stage your complaint will be reviewed by a manager or senior member of staff who has not been directly involved in the matter. They will carry out a fair and impartial investigation, which may include speaking with staff involved, reviewing records and logs, examining any relevant photographs or inventories and considering any written correspondence.
We will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision. Where appropriate we may offer remedies such as explanations, apologies, corrective action, or other proportionate measures.
Timeframes for Response
We aim to acknowledge all complaints as soon as reasonably possible. The time required to investigate and respond in full will depend on the nature and complexity of the complaint and whether additional information is required from you or third parties.
Where we expect the investigation to take longer than usual, we will keep you informed of progress and let you know when you can expect a full response.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively, we ask that you provide clear and accurate information, respond to our requests for further details in a timely way and treat our staff with courtesy and respect throughout the process.
We reserve the right to end communications where a complainant behaves in an abusive, threatening or unreasonable manner. In such cases we will explain the reasons for any decision to limit or end contact.
Our Commitments to Fair Handling
Storage Hainault is committed to dealing with complaints fairly, consistently and without discrimination. All complaints will be considered on their individual facts, and we will take into account any relevant legal or contractual obligations.
We will not penalise or treat any customer less favourably for making a complaint in good faith. Raising a complaint will not affect your right to use our services or to seek other remedies available to you.
Complaints Relating to Storage and Removals
Where a complaint involves the condition of stored items or belongings moved as part of our removal services, we may ask you to provide photographs, inventories, condition reports or other evidence to support your concerns.
We may also arrange inspections of the storage unit or vehicle records, review handling procedures and consider any relevant terms set out in your storage or removal agreement. This allows us to assess whether procedures were followed and what, if any, remedial steps are appropriate.
Escalation and Further Steps
If, after our formal investigation, you remain dissatisfied with our response or with the way your complaint has been handled, you may request a further review by senior management. This review will focus on whether the complaints procedure has been properly followed and whether the decision reached was reasonable in light of the evidence.
You also retain the right to seek independent advice or to pursue any external dispute resolution or legal options that may be available to you, in line with your own circumstances and the terms of your agreement.
Recording and Using Complaint Information
For quality assurance and risk management, we keep records of complaints and how they have been resolved. This helps us identify patterns, improve our storage and removal processes, train staff and enhance the overall customer experience.
Any personal information provided to us in connection with a complaint will be handled in accordance with applicable data protection requirements and used only for the purpose of investigating and resolving the issue, or as required by law.
Review of this Complaints Procedure
Storage Hainault keeps this Complaints Procedure under regular review to ensure it remains clear, effective and consistent with our commitment to high standards of customer service across our storage and removal operations.
We may update the procedure from time to time. Any changes will apply to complaints raised after the revised procedure has been made available.
