Storage Dalston Complaints Procedure
This complaints procedure explains how Storage Dalston manages concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve our services for all customers.
Our commitment
We want every customer to be satisfied with the storage, packing, handling and removal services we provide. If something goes wrong, we are committed to:
Listening carefully to your concerns and understanding the issue from your perspective.
Responding in a clear and timely manner.
Investigating complaints fairly and impartially.
Offering an appropriate solution wherever possible.
Using the outcome to improve our systems, training and service quality.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service that requires a response. This may relate to:
The quality of our storage or removal services, including packing, loading, transport or unloading.
The condition of your goods on collection or after storage or transit.
Delays or missed collection or delivery time slots.
Customer service, communication or conduct of our team.
Administration, such as invoicing, payments or documentation.
Health and safety concerns relating to our work.
Contractual terms where you believe we have not met our obligations.
How to raise a complaint
You can raise a complaint in any reasonable way, including in person or in writing. Please clearly explain that you are making a complaint and provide as much detail as possible so that we can investigate effectively. Helpful information includes:
Your full name and relevant reference information, such as booking or job details.
A clear description of what happened, including dates, times and locations where possible.
Names or descriptions of any staff involved, if known.
Details of any damage or loss, including photographs if available.
What you would consider to be a fair outcome or resolution.
Informal resolution
In many cases, concerns can be resolved quickly and informally. If you raise an issue with a member of our team on site or during a removal or storage visit, they will try to put things right immediately where possible.
If the issue cannot be resolved on the spot, or you remain dissatisfied, the matter can be escalated and treated as a formal complaint under this procedure.
Formal complaints process
When we receive a formal complaint, we follow a clear process to ensure a fair and thorough review.
1. Acknowledgement
We will acknowledge your complaint within a reasonable timescale. In this acknowledgement we will:
Confirm that we have received your complaint.
Outline the next steps and expected timescale for investigation and response.
Request any additional information we may need to assess the matter properly.
2. Investigation
Your complaint will be reviewed by a responsible person who was not directly involved in the issue wherever possible. The investigation may include:
Reviewing your account, job notes and any related documentation.
Speaking with the staff members involved.
Inspecting vehicles, equipment or storage areas where relevant.
Reviewing any photographs, videos or supporting evidence you have provided.
Considering any applicable terms, conditions and industry standards relevant to storage and removal work.
3. Response and outcome
Once the investigation is complete, we will provide a clear written response. This will normally include:
A summary of the issues you raised.
Details of what we have investigated.
Our findings and decision.
Any proposed resolution or remedy.
Information on what you can do if you are not satisfied with the outcome.
Possible resolutions may include an explanation, an apology, corrective action, service adjustments or other reasonable remedies, depending on the circumstances and our responsibilities.
If you remain dissatisfied
If you are not satisfied with our response, you can ask for your complaint to be reviewed at a higher level within Storage Dalston. This review will consider:
Whether the original investigation was thorough and fair.
Whether all relevant information has been taken into account.
Whether the outcome and any proposed remedy are reasonable in the circumstances.
Following this review, we will provide a final response setting out our position.
Time limits for complaints
To help us investigate effectively, we encourage you to raise any concerns as soon as possible after the issue arises. Complaints about physical damage, loss or service delivery should normally be raised promptly and supported with any available evidence.
Where contractual time limits apply to claims for loss or damage, the terms of your agreement with Storage Dalston will also apply. We may be unable to consider complaints raised significantly after the event if this prevents a fair investigation.
Fair treatment and confidentiality
All complaints are handled with respect, and raising a concern will not affect the way we provide services to you in the future. Our team members are expected to cooperate fully and honestly with any investigation.
We will treat the information you provide in connection with your complaint sensitively and in line with data protection principles. Information will only be shared internally to the extent necessary to investigate and resolve the issue.
Using complaints to improve our service
Complaints and feedback help us identify areas where we can improve our storage and removal services, customer communication, staff training and working practices. We review complaints data periodically to spot patterns and make changes aimed at preventing similar issues from arising in the future.
By following this procedure, Storage Dalston aims to provide a clear, fair and accessible way for customers to raise concerns and to ensure that any problems are addressed in a constructive and professional manner.
