Storage Waterloo Complaints Procedure
Storage Waterloo is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, transparent, and timely way. This complaints procedure explains how you can raise an issue with us, what you can expect from our investigation, and how we will work with you to reach a resolution.
Our Commitment to You
We aim to deliver a smooth and professional experience for all customers using our storage facilities and removal services. When things do not go to plan, we want to know. Complaints are treated as an opportunity to put matters right and to improve our services and internal processes.
We will always seek to:
Listen carefully to your concerns, treat you with respect, and handle your complaint fairly and without discrimination.
Investigate complaints thoroughly and objectively, gathering relevant information from all parties involved.
Respond within reasonable and clearly explained timeframes.
Offer a clear explanation, an apology where appropriate, and, where possible, a suitable solution.
What This Procedure Covers
This complaints procedure covers concerns and complaints relating to:
The quality of our storage services, including the condition and security of units and handling of stored goods.
The conduct, behaviour, or professionalism of our staff, contractors, or removal teams.
Delays, communication issues, or problems encountered during collection, delivery, or transport of items.
Administrative issues, such as billing queries, documentation, or booking arrangements.
Matters that are already the subject of legal action or insurance claims may be handled differently, but we will still acknowledge your concerns and explain the appropriate route for resolving them.
How to Make a Complaint
You can raise a complaint with Storage Waterloo in writing or verbally. To help us review your concern efficiently, please provide as much detail as you can, including:
Your full name and any relevant reference details such as booking dates or unit identifiers.
A clear description of what has gone wrong, including dates, times, and locations where possible.
The names or roles of any staff members involved, if known.
Copies of any relevant documents, such as estimates, inventories, or photographs.
What outcome or resolution you are seeking, if you have a preference.
You may raise your complaint directly with the team member you have been dealing with, or you can ask for the matter to be escalated to a manager if you feel it is more appropriate.
Complaint Handling Stages
Stage One: Initial Response
When we receive your complaint, we will acknowledge it as soon as reasonably possible. Where your complaint is made verbally, we will make a written record of the key points to ensure we have understood your concerns correctly.
Where it is straightforward, we will try to resolve the matter immediately or within a short period, explaining what we will do to put things right. If we cannot give you a full response straight away, we will move your complaint to a formal investigation.
Stage Two: Formal Investigation
A manager or other appropriate member of our team will review your complaint in detail. This may include:
Reviewing correspondence, booking records, and service notes related to your storage or removal services.
Speaking with staff and contractors involved in the provision of the service.
Inspecting storage units or equipment where relevant.
We will aim to complete this investigation within a reasonable time, taking into account the complexity of the issue. If we need more time to gather information, we will let you know and provide an updated timescale.
Once the investigation is complete, we will send you a written response that sets out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and decision.
Any actions we will take to resolve the matter, which may include practical remedies or service improvements.
Stage Three: Further Review
If you are not satisfied with our formal response, you may request a further review. You should explain which aspects of our decision or investigation you disagree with and provide any additional information you feel is relevant.
A senior member of our team, who was not directly involved in the earlier stages, will review the handling of your complaint and the outcome reached. We will then provide a final response, confirming whether we uphold, partially uphold, or do not uphold your complaint and explaining our reasons clearly.
Time Limits for Complaints
We encourage you to raise complaints as soon as possible after the event. This allows us to investigate while the details are still fresh and necessary records are readily available. While there is no strict cut-off point in this procedure, the passage of time may limit the depth of investigation that is possible, particularly for historic storage or removal bookings.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information about your complaint will be shared only with those who need it to investigate and resolve the matter. We will store and process any personal data provided in line with applicable data protection requirements.
Using Feedback to Improve Our Services
We record and review complaints and feedback to identify patterns and areas where our storage and removal services can be improved. This may include changes to procedures, staff training, communication methods, or the way we manage bookings, collections, and deliveries.
Alternative Options
If your complaint relates to loss or damage to goods, you may also have recourse through insurance or other legal routes, depending on the circumstances and the terms of your agreement. We will explain where our internal procedure ends and where another route, such as an insurance claim, may be more appropriate.
Our aim is always to work constructively with you to reach a fair outcome and to maintain confidence in the storage and removal services provided by Storage Waterloo.
