Storage Docklands Complaints Procedure
This complaints procedure explains how Storage Docklands manages and resolves concerns raised by customers using our storage, removals and related services. We aim to provide a clear, fair and timely process so that any issues can be put right as quickly as possible and used to improve our services.
Our Commitment To You
Storage Docklands is committed to delivering reliable storage and removal services and to treating all customers with respect. When something goes wrong, we will listen carefully, investigate thoroughly and respond honestly. We will keep you informed throughout the process and aim to resolve your complaint at the earliest possible stage.
We treat all complaints seriously, whether they relate to customer service, collection and delivery, handling of goods, storage conditions, billing, or any other aspect of our operations.
What Is A Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received from Storage Docklands, our staff, our contractors, or our policies and procedures, where a response or resolution is explicitly or implicitly expected.
How To Make A Complaint
You can make a complaint in person at our site, by letter, or via our online contact methods. Please clearly state that you wish to raise a complaint so that we can handle it under this procedure.
To help us investigate your complaint effectively, please provide the following information where possible:
Your full name and any reference or booking numbers connected to your storage unit or removal service. A clear description of what went wrong, including dates, times and locations. The names or descriptions of any staff or contractors involved, if known. Details of any loss, damage or inconvenience you believe you have suffered. Copies of any relevant documents such as inventories, condition reports, photographs, or invoices. An indication of what outcome you are seeking, such as an explanation, apology, corrective action or compensation.
Stage One: Frontline Resolution
In many cases, concerns can be resolved quickly by speaking to a member of our team at the time the issue arises. The first step is to raise your concern with the staff member you have been dealing with or their immediate supervisor. They will listen to your explanation, review the circumstances and attempt to resolve the matter promptly.
Where possible, we will seek to resolve complaints at this stage within a short timeframe. This may involve clarifying information, correcting an error, arranging a follow-up visit, or taking other practical steps to address the problem.
If your complaint cannot be resolved straight away, or if you are not satisfied with the response, you can ask for your complaint to move to the formal investigation stage.
Stage Two: Formal Investigation
For more serious or complex complaints, or where frontline resolution has not been successful, a formal investigation will be carried out by a manager or senior member of staff who has not been directly involved in the matter.
They will review your complaint, gather relevant facts, speak to any staff or contractors involved, and examine any supporting documents such as job sheets, collection notes, storage records, condition reports or correspondence.
We aim to acknowledge formal complaints within a reasonable period and to provide a detailed written response once the investigation is complete. If the investigation is likely to take longer, we will keep you informed of progress and provide an estimated timescale for our response.
Outcomes And Remedies
Following the investigation, we will explain our findings clearly, setting out:
Whether your complaint has been upheld, partially upheld or not upheld. The reasons for our decision, including any evidence we have relied upon. Any actions we will take to correct the issue or prevent it from happening again.
Where appropriate, remedies may include:
A clear explanation or apology. Practical steps to put things right, such as revisiting a property, rearranging a collection or delivery, or correcting documentation. Service improvements or staff training. Consideration of compensation in line with our terms and conditions and any applicable insurance cover.
Escalation Of Your Complaint
If you remain dissatisfied after receiving our formal investigation response, you may request a further review. Your request should explain why you are unhappy with the outcome and what you believe has not been addressed.
Where possible, a more senior manager or an appropriately appointed person will undertake this review. They may re-examine the evidence, consider any new information you provide, and assess whether the initial investigation and decision were fair and reasonable.
We will then provide you with a final written response setting out our position. This will mark the conclusion of our internal complaints procedure.
Time Limits For Complaints
To enable a fair and accurate investigation, we encourage customers to raise complaints as soon as reasonably possible after the event or issue arises. Complaints raised long after the event may be more difficult to investigate, particularly where staff have changed or records are limited.
However, we will always consider the circumstances of each case and will not unreasonably refuse to look into a complaint raised later, especially where there are valid reasons for the delay.
Confidentiality And Data Protection
All complaints are handled confidentially and in accordance with relevant data protection requirements. Information about your complaint will only be shared with staff or contractors who need it to investigate and resolve the matter, or where we are required to disclose information by law.
Continuous Improvement
Storage Docklands uses complaints and feedback to improve our storage and removal services. We regularly review complaint trends to identify areas where procedures can be strengthened, staff training enhanced or communication with customers improved.
By following this complaints procedure, our aim is to provide a fair, transparent and accessible process for resolving issues and maintaining the trust of our customers.
