Complaints Procedure for Storage Gants Hill Customers
Storage Gants Hill is committed to providing reliable storage, removals and related services. We aim to resolve any issues quickly, fairly and consistently. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this complaints procedure
The purpose of this complaints procedure is to provide a clear and simple process for customers who are dissatisfied with any aspect of our storage, removals or associated services. It covers concerns about customer service, handling of goods, billing, contracts, access to storage units and any other aspect of our operations.
This procedure applies to individual customers and business clients who use our services, whether for short-term or long-term storage, local moves or combined storage and removal arrangements.
What we mean by a complaint
A complaint is any expression of dissatisfaction, whether oral or written, about our services, staff, policies or communication, where a response or resolution is expected. You do not need to use the word complaint for it to be treated as one. If you tell us you are unhappy with our service and would like us to put something right, we will treat it as a complaint.
How to make a complaint
You can raise a complaint in any of the following ways:
In person at our site during normal opening hours, speaking to a member of the team and explaining your concerns.
In writing, providing as much detail as possible about what went wrong and the outcome you are seeking.
By any other usual communication method you have previously used with us, clearly stating that you wish to make a complaint.
To help us investigate, please include your full name, the name on the account or booking, relevant dates, unit number if applicable, and any reference numbers you have been given.
Information to include in your complaint
When making a complaint, it is helpful if you provide the following:
A clear description of the problem or concern.
When the issue occurred and who was involved.
Any supporting information, such as inventory lists, photographs, delivery notes or invoices.
Details of any previous attempts to resolve the issue with our staff.
How you would like us to resolve the matter where possible.
Our complaints handling stages
We handle complaints in two main stages, with the aim of resolving most matters at the first stage.
Stage one: Informal resolution
In the first instance, complaints are usually handled by the team at the relevant site or by the department responsible for the service you used. We will:
Acknowledge your complaint as soon as reasonably possible.
Listen to your concerns and gather any additional information needed.
Attempt to resolve the issue there and then, or within a reasonable timeframe depending on the complexity of the issue.
Explain any actions we will take and when you can expect an outcome.
Many issues, such as minor billing queries, service misunderstandings or day-to-day operational matters, can be resolved quickly at this stage to your satisfaction.
Stage two: Formal review
If you are not satisfied with the outcome at stage one, or if the matter is more serious or complex, it will be escalated for a formal review. At this stage we will:
Arrange for a senior member of staff, not directly involved in the original issue, to review your complaint.
Carry out a more detailed investigation, which may involve contacting you for further information.
Consider any relevant documents, records, photographs or service agreements.
Provide you with a written response setting out our findings, any conclusions and any actions we propose to take.
We aim to complete the formal review within a reasonable period, taking into account the nature of the complaint and the availability of any necessary information.
Timescales for handling complaints
We aim to acknowledge complaints promptly after receipt. The time taken to fully investigate and respond will depend on the complexity of the issues involved, for example where storage contents or a removal schedule need to be checked in detail.
If we are unable to provide a full response within a reasonable timeframe, we will update you on the progress of our investigation and let you know when you can expect a final response.
Possible outcomes and remedies
Once we have considered your complaint, possible outcomes may include:
An explanation or further information about what happened and why.
An apology where something has gone wrong in our service.
Practical steps to put things right where possible, such as correcting records, adjusting storage or removal arrangements, or clarifying procedures.
A review of our internal processes, training or policies to help prevent similar issues in future.
Any financial adjustments strictly in line with our terms and conditions, where applicable and appropriate.
Your responsibilities during the process
To help us deal with your complaint efficiently and fairly, we ask that you:
Provide accurate and complete information about what has happened.
Respond to our reasonable requests for clarification or additional details.
Treat our staff with courtesy and respect throughout the process.
Raise any new concerns as soon as they arise so they can be addressed promptly.
Confidentiality and data protection
All complaints are handled with appropriate confidentiality. Information about your complaint will only be shared with staff who need it to investigate and resolve the issue, or where we are required to share it by law. Any personal data collected during the complaints process will be handled in line with our data protection obligations.
Recording and monitoring complaints
We record details of complaints we receive, including the nature of the issue and how it was resolved. This helps us identify any patterns, improve our storage and removal services, and review our training and procedures. Trends identified through complaint monitoring may lead to changes in how we operate or communicate with our customers.
Review of this complaints procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and in line with current legal and industry standards. We may amend the procedure from time to time to reflect changes in our services or regulatory requirements. The version published here will always be the most recent version in force.
We value your feedback and use it as an important part of improving our storage and removal services. If you have any concerns, we encourage you to raise them so we have the opportunity to address them properly.
