Complaints Procedure at Storage Norwood Green
Storage Norwood Green is committed to providing reliable storage and removal services for household and business customers. We aim to resolve any concerns quickly, fairly and consistently. This page explains how you can raise a complaint, how we will handle it, and what you can expect at each stage of the process.
Purpose of This Complaints Procedure
This complaints procedure is designed to give clear guidance to customers who are dissatisfied with any aspect of our storage facilities, removal services, communication, or administration. It sets out:
How to raise a complaint with us
How we will acknowledge and investigate your concerns
The timescales we aim to meet
What you can do if you remain unhappy with the outcome
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example:
Issues with storage units, access, or security
Concerns about removal or collection services, including scheduling or handling of goods
Billing, payments, or account administration problems
Concerns about the conduct, attitude, or performance of our staff or contractors
Disagreement with a decision we have taken in relation to your account or service
We encourage you to raise any concerns as soon as possible so that we have the best opportunity to put things right.
How to Raise a Complaint
You can raise a complaint with Storage Norwood Green in writing or verbally. Please provide as much detail as you can so that we can fully understand and investigate the issue. Where possible, please include:
Your full name and the name of any business or organisation you represent
Details of your storage unit, booking, or removal service
A clear description of what has gone wrong and when it happened
Any steps you have already taken to resolve the issue
The outcome or resolution you are seeking
We will treat all complaints seriously, whether they are made in person at our premises, by phone or in writing.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the staff member you have been dealing with, or with our front office team. Many issues can be resolved quickly and informally if we are made aware of them promptly.
At this stage, we will:
Listen carefully to your concern and clarify any points as needed
Try to resolve the matter immediately or within a short timescale
Explain any actions we can or cannot take and why
If you are not satisfied with the informal response, or if the matter is too complex to resolve quickly, you may ask for your complaint to be escalated to the formal stage.
Stage Two: Formal Complaint Investigation
When a complaint is escalated to the formal stage, it will be reviewed by a manager or a senior member of the Storage Norwood Green team who is not directly involved in the issue.
We will:
Acknowledge your complaint and confirm that it is being treated as a formal complaint
Review relevant records, correspondence, and any evidence provided by you or our staff
Contact you if we need more information or clarification
We aim to provide a written response to your formal complaint within a reasonable timescale. If, due to the complexity of the matter or the availability of key people, we need more time, we will let you know and give you an indication of when you can expect a full response.
Our Response and Possible Outcomes
When we have completed our investigation, we will explain our findings and any decisions we have reached. Our response may include:
A clear explanation of what we believe has happened
Where appropriate, an apology for any inconvenience or distress caused
Details of any corrective action we will take, such as service improvements, staff training, or administrative changes
Information about any practical remedies we can offer, in line with our terms and conditions and any applicable policies
We will always aim to be open and transparent about our reasoning, even if we are unable to agree to the specific outcome you requested.
If You Are Still Unhappy
If you remain dissatisfied after receiving our formal response, you may request a further review by a more senior member of management, where available. You should explain why you are not satisfied with our previous response and provide any additional information you believe is relevant.
The review will focus on whether the complaint was handled fairly and in line with this procedure. Following the review, we will provide a final response explaining our position and any further steps we are able to take.
Fairness, Confidentiality and Record Keeping
Storage Norwood Green handles all complaints in a professional and respectful manner. We aim to ensure that:
All complaints are considered impartially and without bias
Your complaint does not result in any unfair treatment or disadvantage
Your personal information is handled in line with our privacy and data handling obligations
We maintain appropriate records of complaints and outcomes, which help us monitor service quality and identify areas for improvement
Using Complaints to Improve Our Services
We see feedback and complaints as an important source of information about how our storage and removal services are performing. We regularly review complaint records to identify trends, training needs, and opportunities to improve our procedures, facilities, and customer service.
By following this complaints procedure, Storage Norwood Green aims to ensure that any concerns are dealt with fairly, promptly, and constructively, and that customers can use our services with confidence.
