Storage Worcester Park Complaints Procedure
Storage Worcester Park is committed to delivering reliable storage and removals services. We aim to resolve any concerns quickly, fairly and transparently. This Complaints Procedure explains how you can raise an issue, what you can expect from us, and the timescales we work to when investigating complaints about our storage facilities, removals, packing or related services.
Purpose and scope of this procedure
This procedure is designed for customers who are dissatisfied with any aspect of our services, including storage units, removals, collection and delivery, packing, loading or unloading, and associated customer support. It applies to individual and business customers. Using this procedure does not affect any statutory rights you may have, but provides a clear internal route for your concerns to be reviewed and addressed.
What we consider a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you are seeking a response or resolution. Examples include concerns about the quality of removal work, handling of goods, storage conditions, documentation, billing, staff conduct, or delays in service delivery.
If you raise an issue and we can resolve it immediately to your satisfaction, this will usually be treated as a service query rather than a formal complaint. If the matter cannot be resolved straight away, or you request a formal review, it will follow the steps set out below.
How to make a complaint
You can make a complaint in person at our office, in writing by post, or through our online contact form on our website. When you contact us, please provide:
Your name and any relevant account or booking reference, a clear description of your concern, including dates, locations and services involved, details of any staff you have spoken to already, and what outcome or resolution you are seeking.
Providing full details helps us investigate your complaint thoroughly and respond more quickly.
Stage one: Initial review and acknowledgement
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In most cases this will be within a few working days. The acknowledgement will set out:
Confirmation that we have received your complaint, the name or role of the person handling it at this stage, and an indication of when you can expect a full response.
We may contact you to clarify any points or request further information, particularly where the complaint relates to complex removals jobs or storage arrangements.
Stage two: Investigation and response
Your complaint will be investigated by an appropriate member of our management team who has not been directly involved in the matter being complained about, wherever possible. The investigation may include:
Reviewing your customer records, contracts and inventory, examining correspondence and service notes, speaking with staff involved in the storage or removal service, and, if necessary, inspecting any relevant areas or equipment.
After the investigation, we will provide a written response setting out:
A summary of your complaint and the issues considered, the findings of our investigation, our decision on whether your complaint is upheld in full, in part or not upheld, and any actions we will take to put things right or improve our services.
We aim to provide this full response within a reasonable time frame. If the matter is complex or requires further time, we will let you know and explain the reasons for any delay.
Possible outcomes and remedies
If your complaint is upheld, we will consider appropriate remedies, which may include:
An explanation and, where appropriate, an apology, practical steps to correct errors where possible, adjustments to future services or operational processes, and, where applicable, consideration of compensation in line with our terms and conditions and any relevant insurance.
Any compensation is assessed on a case by case basis, taking into account the circumstances, the nature of any loss, our contractual responsibilities and applicable limitations.
If you remain dissatisfied
If you are not satisfied with our stage two response, you may request a further review. This request should explain why you disagree with our findings or outcome and provide any additional information you believe is relevant.
Where possible, a senior member of our management team will review the handling of your complaint, the evidence considered and the decision reached. They may contact you for clarification. Following this review, we will confirm our final position and any further steps we are prepared to take.
Complaints involving third parties
In some cases, particularly with removals services, we may work with third party partners or subcontractors. If your complaint relates in whole or in part to a third party, we will coordinate with them wherever possible. Our ability to resolve certain issues may depend on their cooperation and the contractual arrangements in place. We will keep you informed where this is the case.
Recording and monitoring complaints
We keep records of complaints, investigations and outcomes. This helps us monitor service quality, identify recurring issues and improve our storage and removals operations. Information from complaints is reviewed periodically to support staff training and service development.
Data protection and confidentiality
All complaints are handled in accordance with our obligations under data protection law. Information you provide will be used only for managing your complaint, improving our services and meeting legal or regulatory requirements. Details are shared internally only with those who need to know in order to investigate and respond.
Amendments to this procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or industry practices. The most recent version will be made available on our website or on request from our office.
We encourage you to raise any concerns as early as possible so that we can address them promptly and continue to provide dependable storage and removals services.
