Storage Bickley Complaints Procedure
Storage Bickley is committed to providing reliable, professional storage and removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will handle your complaint, and what you can do if you are not satisfied with our response.
Our Commitment to You
We recognise that problems can occasionally arise with storage arrangements, collections, deliveries, or removal services. When this happens, we want to know about it so we can put things right and improve our service. We will treat all complaints seriously, handle them confidentially, and resolve them as efficiently as possible.
We aim to:
• Make it easy for you to tell us about a concern
• Acknowledge your complaint promptly
• Investigate fully and fairly
• Provide a clear response within reasonable timescales
• Explain any decisions and remedial actions in plain language
What This Procedure Covers
This complaints procedure applies to all customers of Storage Bickley and to anyone using our storage or removal services. It covers issues such as:
• Service quality, including moving, packing and storage
• Handling, loading, unloading or positioning of items
• Lost, delayed, or damaged goods
• Conduct, attitude or behaviour of staff or contractors
• Accuracy of information given before, during or after a move
• Billing, charges and payment-related concerns
This procedure does not affect your statutory rights or any rights you may have under your contract with us or under applicable consumer legislation.
How to Make a Complaint
You can raise a complaint verbally or in writing. While you can speak to us at any time, we encourage you to put your complaint in writing so we have a clear record of the issues and can respond in a structured way.
Please provide the following information when making a complaint:
• Your full name and any reference or booking number
• The date and location of the service
• A clear description of what happened and what went wrong
• Any steps already taken to resolve the issue informally
• Copies of any supporting documents you wish us to consider
If your complaint relates to a specific move, collection, delivery or storage agreement, please include as many relevant details as possible, such as dates, addresses involved and an inventory of any items you believe were affected.
Informal Resolution
In many cases, issues can be resolved quickly by speaking directly with our team at the time of service or shortly afterwards. If you raise a concern informally, we will attempt to resolve it on the spot or within a short time frame. If you are not satisfied with the informal response, or prefer not to discuss the matter informally, you may request that the issue be treated as a formal complaint under this procedure.
Formal Complaints Process
Once we receive a formal complaint, we will follow these stages.
1. Acknowledgement
We will acknowledge your complaint as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps in the process.
2. Investigation
Your complaint will be passed to an appropriate member of staff or manager who was not directly responsible for the issue wherever possible. They will investigate the matter by reviewing the details you have provided, checking internal records, and, where necessary, speaking to the staff or contractors involved.
We may contact you if we need further information or clarification. Providing prompt and complete information helps us reach a fair and timely outcome.
3. Response and Outcome
Following the investigation, we will send you a written response explaining:
• Our understanding of your complaint
• The findings of our investigation
• Whether your complaint is upheld in full, in part or not upheld
• Any proposed remedies, such as an apology, corrective action, service improvements or, where applicable, compensation in line with our terms and conditions
We aim to provide a full response within a reasonable period, depending on the complexity of your complaint. If we are unable to meet this timescale, we will let you know and explain the reason for any delay.
Escalation if You Remain Unhappy
If you are not satisfied with our initial response, you may request that your complaint be reviewed at a higher level. In your request, please explain why you remain unhappy and what outcome you are seeking.
A more senior member of our team will review the handling of your complaint, the evidence considered and the decision reached. They may contact you for further information or clarification before making a final decision.
Following this review, we will write to you with our final position on your complaint and our reasons. This will normally conclude our internal complaints procedure.
Time Limits for Complaints
We encourage you to notify us of any issues as soon as possible so that we can investigate effectively. Certain claims, especially those involving potential loss or damage to goods, may be subject to specific time limits set out in your contract or in applicable law. These time limits continue to apply alongside this complaints procedure.
Fairness, Confidentiality and Records
All complaints will be handled with fairness and without prejudice. Making a complaint will not affect the level of service you receive from Storage Bickley.
We treat your personal information and all details of your complaint confidentially and in accordance with relevant data protection requirements. Complaint records are stored securely and used to help us monitor performance, identify trends and improve our storage and removal services.
Using Feedback to Improve Our Service
Feedback, including complaints, is an important part of how we maintain and improve the quality of our storage and moving services. We regularly review complaints to identify any recurring issues and to implement staff training, process changes or service improvements where needed.
By following this complaints procedure, we aim to resolve individual issues fairly and promptly while continually enhancing the overall customer experience at Storage Bickley.
