Storage Seven Sisters Complaints Procedure
This Complaints Procedure explains how Storage Seven Sisters manages concerns and complaints about our storage and removal-related services. Our aim is to resolve issues quickly, fairly, and transparently, while using feedback to improve our services for all customers.
Scope of this Complaints Procedure
This procedure applies to all customers who use our storage, removals, packing, handling, loading, unloading, or associated services. It covers complaints about the standard of service received, staff conduct, communication, administration, billing, loss or damage, and how we have applied our terms and conditions.
This procedure does not override or replace your legal rights or any specific terms set out in your contract with us. Where there is a difference between this procedure and your contract, the contractual terms will normally take precedence.
Our Commitment to You
We are committed to treating all complaints seriously and handling each one with care and respect. We will listen to your concerns, try to understand what has gone wrong, and work with you toward a fair resolution. We aim to deal with all complaints promptly and to keep you informed throughout the process. We also use the information we gain from complaints to review our storage and removal practices, staff training, and customer communication.
What We Class as a Complaint
You may wish to use this procedure if you believe that we have failed to provide our services with reasonable care and skill, not followed our own procedures, caused damage or loss to your goods, delivered a lower standard of customer service than expected, or handled your query or concern in an unsatisfactory way.
Raising your concerns allows us to correct mistakes, explain decisions, and improve how we operate our storage units and removal services.
How to Raise a Complaint
You can raise a complaint verbally or in writing. Where possible, we encourage you to bring any concern to the attention of a member of staff at the time the issue arises, for example when you visit the storage facility or on the day of a removal or delivery service. Many matters can be resolved quickly and informally at this stage.
If the issue cannot be resolved informally or you prefer a formal approach, please set out your complaint clearly in writing. Include your full name, any reference numbers, service dates, the nature of the problem, relevant details of the storage unit or removal booking, and what outcome you are seeking. Clear and detailed information helps us investigate more effectively.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it and arrange for an appropriate member of the team or a manager to review it. We will acknowledge receipt of your complaint within a reasonable period of time and explain the next steps.
We may contact you to clarify points, request additional information, or discuss the circumstances. This may include asking for photographs, inventories, invoices, or other relevant documentation to help us understand the full position. We aim to provide an initial response once we have completed a proportionate review of the facts.
In our response we will explain our understanding of your complaint, any findings from our investigation, and our decision. Where we uphold your complaint, we will also outline any proposed remedies, which may include an apology, corrective action, service improvements, or steps taken in relation to staff training or procedures.
Stage Two: Further Review
If you are not satisfied with the outcome of Stage One, you may ask for a further review. You should do this in writing, explaining why you remain dissatisfied and what you believe has not been addressed. Where practical, your complaint will be reviewed by a more senior member of staff or someone who was not involved in the original investigation.
During the further review we may revisit documents, speak to staff involved in your storage or removal service, and consider any additional information you provide. We will then issue a written outcome, which will set out our final position on your complaint under this internal procedure.
Time Limits and Evidence
To help us investigate effectively, we ask that complaints are raised as soon as reasonably possible after the event or service you are concerned about. This is particularly important in relation to removal services and storage, where condition reports, inventories, and access records may be time-sensitive.
We may not be able to conduct a full investigation or offer certain remedies if a complaint is made after a substantial delay or where relevant information is no longer available. However, we will always consider the circumstances and any reason for delay before deciding how to proceed.
Fairness and Respect
We expect all parties involved in the complaints process to act respectfully and reasonably. Our staff must behave professionally, listen carefully, and avoid defensive or dismissive attitudes. In return, we ask that customers treat our team with courtesy, even where they strongly disagree with a decision or are disappointed with a service outcome.
If communication becomes abusive, threatening, or persistently unreasonable, we may decide to limit or channel further contact, while still seeking to bring the matter to a fair conclusion.
Confidentiality and Data Protection
All complaints are handled in line with our data protection obligations. Information you provide will be used only for managing and resolving your complaint, training and monitoring, and improving our storage and removal-related services. Your complaint may be shared internally with staff who need to know the details to investigate or implement any agreed action, but it will not be shared more widely than necessary.
Learning from Complaints
We value complaints as an important source of feedback. Where we identify recurring themes, we will review our processes, staff training, and customer information. This may include changes to how we manage bookings, plan removal schedules, protect stored items, or communicate terms and conditions with customers.
By following this Complaints Procedure, Storage Seven Sisters aims to resolve your concerns in a clear, consistent, and fair way, supporting confidence in our storage and removal services.
