Storage Canonbury Complaints Procedure
Storage Canonbury is committed to providing a reliable, professional service for all customers using our storage and removals solutions. We recognise that sometimes things can go wrong, and when they do, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve issues quickly, fairly and consistently. When you raise a complaint about any part of our storage or removal services, we will treat your concerns seriously and with respect. We will listen carefully, investigate thoroughly, and provide a clear explanation of the outcome. Where we have made a mistake, we will acknowledge it and take appropriate steps to remedy the situation.
What This Procedure Covers
This procedure applies to complaints about our storage facilities, removals and transport services, customer service, invoicing, and any other aspect of our operations. It covers both one-off issues and more serious or ongoing concerns. It does not cover matters that are already being dealt with through legal proceedings, insurance claims processes, or issues that have already been fully investigated and resolved under this procedure, unless new and relevant information has come to light.
Informal Resolution
Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our service, we encourage you to raise it as soon as possible with the member of staff you have been dealing with or the on-site team at the time. Explain clearly what has gone wrong and what you would like us to do to put it right. In many cases we can resolve the matter immediately or within a short period of time through discussion, clarification, or a simple corrective action.
If you feel uncomfortable raising the matter informally, or if your concern is more serious, you can move straight to the formal complaints process described below.
Making a Formal Complaint
If your concern has not been resolved informally or you wish to make a formal complaint from the outset, please set out your complaint in writing. Clearly explain what happened, when it happened, which service it relates to, and how it has affected you. Please include any relevant information such as reference numbers, dates of collection or storage, and the names or roles of staff members you have dealt with. This helps us investigate your complaint efficiently and accurately.
When making your complaint, please tell us what outcome you are seeking. While we cannot guarantee to meet every request, understanding what you consider a fair resolution helps us focus our investigation and response.
How We Will Handle Your Complaint
Once we receive your complaint, we will log it in our internal system and ensure it is passed to the appropriate person to review. We will acknowledge your complaint within a reasonable timeframe and confirm that we are investigating. In some cases we may need to contact you to clarify details or request additional information.
We will then investigate your complaint by reviewing relevant records, speaking with staff involved, and considering any supporting evidence. The depth and duration of the investigation will depend on the complexity and seriousness of the issue, but we aim to resolve most complaints within a reasonable period. If we anticipate that our investigation will take longer, we will let you know and keep you updated on progress.
Our Response
When our investigation is complete, we will provide you with a clear, written response. This will explain the findings of our investigation, any conclusions we have reached, and what actions we propose to take. Possible outcomes may include an apology, corrective steps to address the issue, improvements to our processes, or other appropriate remedies where justified by the circumstances.
We aim to be transparent and fair. If we do not uphold your complaint, we will explain why, referencing the evidence and information we have reviewed. If we uphold your complaint in full or in part, we will set out what we will do and the timescales for any agreed actions.
Escalating Your Complaint
If you are dissatisfied with our response to your complaint, you may ask for a review. Please contact us again, explaining why you are unhappy with the outcome and what you believe we may have overlooked or misunderstood. Where appropriate, your complaint will be reviewed by a more senior member of our team who was not directly involved in the original investigation. They will consider the evidence afresh and decide whether the original decision should be upheld, varied or overturned.
After this review, we will provide a final response outlining our position. At this stage, we will normally consider the matter closed unless new, significant information emerges.
Working With You During the Process
We ask that customers raising complaints treat our staff with courtesy and allow reasonable time for investigations to take place. In return, we will treat you with respect, keep you informed as appropriate, and handle your personal information in line with our data protection responsibilities. We may not be able to share all internal details of our investigation, but we will always explain our overall conclusions and the reasons for our decisions.
Using Feedback to Improve Our Services
All complaints, whether upheld or not, are reviewed periodically to identify patterns, recurring issues and opportunities for improvement across our storage and removal operations. We use this feedback to refine our processes, staff training and customer communication, helping us deliver a more reliable and consistent service to all customers.
Accessibility and Support
If you need assistance to make a complaint, or if you require information in a different format, please let us know. We will do our best to accommodate reasonable requests so that everyone can access and use our complaints procedure fairly.
This complaints procedure is intended to be clear, fair and straightforward, helping you understand how we will work with you to resolve any concerns about Storage Canonbury and our services.
