Storage East Ham Customer Complaints Procedure
Storage East Ham is committed to providing reliable storage and removal services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle it, and what you can expect at each stage.
Our Commitment to You
We aim to deliver a professional and courteous service at all times. If something goes wrong, we want to know about it so we can put it right and improve our services. All complaints are taken seriously, treated in confidence as far as possible, and handled without discrimination or disadvantage to you as a customer.
What This Procedure Covers
This complaints procedure applies to all customers using Storage East Ham for storage, removals, collection, delivery, or related services. It covers issues such as service quality, staff conduct, billing concerns, communication problems, delays, damage, or any other aspect of our service you are unhappy with.
Raising an Informal Concern
Where possible, we encourage you to raise any concern informally with a member of our team in the first instance. Many issues can be resolved quickly on the spot or with a simple clarification. You can speak to staff on site or contact our office during normal business hours to explain the problem and what outcome you are seeking.
If you are not satisfied with the response to your informal concern, or if the matter is more serious, you should raise a formal complaint under the procedure set out below.
How to Make a Formal Complaint
To help us understand and investigate your complaint properly, please provide the following details when you contact us:
Your full name and any company name, the date and approximate time of the incident or service, any booking or reference numbers, a clear description of what went wrong, and how you would like us to resolve the matter. Include any relevant supporting information you may have, such as inventory notes, photographs, or written communications.
You can submit a formal complaint in writing or by speaking with a senior member of staff who will record your complaint. Written complaints allow us to review the details more carefully and create a clear record of your concerns.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will log it in our internal system. We will normally acknowledge receipt within a reasonable period of time, confirming that your complaint has been received and is being reviewed. Where necessary, we may contact you to request further information so that we can fully understand the issue.
Investigation Process
A manager or suitably senior member of the Storage East Ham team will be assigned to investigate your complaint. The investigation may include reviewing your booking and service records, speaking to staff involved, examining any relevant documents or images, and assessing our site procedures or removal processes.
During the investigation we may contact you to clarify certain points or to obtain additional information. We may also invite you to discuss the matter in more detail, especially if the complaint relates to complex storage arrangements or removal schedules.
Timeframes for Resolution
We aim to complete our investigation and provide a full response within a reasonable timeframe, taking into account the nature and complexity of the complaint. Some issues can be resolved quickly, while others may require more detailed enquiries, particularly where there are questions about service conditions, insurance, or third party involvement.
If for any reason we anticipate a delay, we will try to keep you informed and let you know when you can expect a further update.
Our Response and Possible Outcomes
When the investigation is finished, we will provide you with a clear response setting out the outcome of your complaint. This may include an explanation of what happened, an apology where appropriate, details of any corrective action we have taken, and any measures we are putting in place to prevent a similar issue in future.
Depending on the circumstances, possible outcomes may include service corrections, adjustments to your account, remedial steps on site, staff training, or a decision that no further action can reasonably be taken. Where claims involve loss or damage, our response will take into account the relevant terms and conditions, any insurance arrangements, and any information you have supplied about the incident.
If You Are Not Satisfied with the Outcome
If you remain unhappy after receiving our response, you may ask for your complaint to be reviewed by a more senior member of the Storage East Ham management team, where available. When requesting a review, please explain why you are dissatisfied and what you believe we have not addressed.
The reviewing manager will consider the original investigation, any additional information you provide, and whether our decision and actions were reasonable in the circumstances. We will then send you a further response setting out our final position on the matter within a reasonable timeframe.
External Advice and Further Options
We aim to resolve all complaints directly with our customers wherever possible. However, you may wish to seek independent advice about your rights, for example in relation to consumer protection, contracts, or insurance. Any legal rights you have as a customer remain unaffected by this complaints procedure.
Recording and Using Complaint Feedback
All formal complaints are recorded and monitored by Storage East Ham. We review complaint data periodically to identify trends, training needs, and opportunities to improve our storage and removal services. Feedback from customers plays an important role in helping us maintain consistent standards and enhance our processes.
Privacy and Confidentiality
Information you provide in connection with a complaint will be handled in line with our data protection responsibilities. Details will be shared only with staff and any third parties who reasonably need to know in order to investigate and resolve your complaint or to comply with legal or regulatory requirements.
Updates to This Complaints Procedure
Storage East Ham may update this complaints procedure from time to time to reflect changes in our services, internal processes, or applicable legal and regulatory requirements. The version available from us at the time you raise your complaint will apply to the handling of that complaint.
We value your feedback and are committed to treating all complaints fairly, consistently, and with respect. If you have any concerns about our storage or removal services, we encourage you to follow this procedure so we can address the matter properly.
