Storage North End Complaints Procedure
Storage North End is committed to providing a reliable and professional service for customers using our storage and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we handle complaints, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve complaints quickly, fairly, and consistently. All concerns are treated seriously, regardless of the size or nature of the issue. We review each complaint on its individual facts and focus on achieving a practical and fair outcome. Where we identify mistakes or service failures, we will explain what went wrong, apologise where appropriate, and take steps to prevent the same problem from happening again.
What This Procedure Covers
This procedure applies to all customers who use Storage North End for storage, removals, or associated services, including collection, delivery, packing assistance, and handling of items in transit or in storage. It covers issues such as service quality, conduct of our team members, communication, delays, damage, billing queries, and any other aspect of the service you are dissatisfied with.
This procedure does not cover matters that are already the subject of legal proceedings, insurance-only claims that must be handled directly with an insurer, or complaints made by third parties who are not our customer. However, we will always try to assist you in understanding the most appropriate route for your concern.
Raising a Complaint Informally
Many concerns can be resolved quickly by speaking directly with a member of our team. If an issue arises during a removal, storage move-in, or collection, please raise it with the operative or coordinator at the time. They may be able to correct the problem immediately, such as clarifying instructions, adjusting timings where possible, or reviewing the handling of your items.
If the matter is not resolved to your satisfaction, or you prefer not to discuss it informally, you can move to the formal complaint stage as set out below.
Making a Formal Complaint
If you wish to make a formal complaint, please put your concerns in writing. Providing your complaint in writing helps us to understand the issue clearly and ensures we have a record of what has been raised. When submitting your complaint, please include the following information:
Full name and any reference number associated with your booking or storage agreement. A clear description of what has gone wrong, including dates, times, and locations where possible. Details of any team members you dealt with, if known. A description of how the issue has affected you, such as loss, damage, inconvenience, or additional costs. Any supporting information you wish us to consider, such as photographs of goods, inventories, or correspondence. What you would consider to be a fair resolution.
Once we receive your formal complaint, we will acknowledge it and begin our investigation.
How We Handle Your Complaint
On receipt of your complaint, we will record it in our internal system and assign it to a manager or senior team member who is independent of the original issue where possible. We will aim to acknowledge your complaint within a reasonable time, confirming that we have received it and explaining the next steps.
Our investigation may include reviewing booking details, service notes, and any relevant paperwork, interviewing team members involved, checking vehicle logs or storage records, and examining photographs or other evidence you provide. If we need further information from you to reach a fair decision, we will contact you with specific questions.
We aim to provide a full written response within a reasonable timeframe, depending on the complexity of the matters raised. If our investigation requires more time, we will let you know and provide an updated timescale.
Our Response and Possible Outcomes
When we complete our investigation, we will send you a response setting out our findings and any actions we propose to take. This may include an explanation of what happened and why, an apology if we are at fault, practical steps to correct the problem where possible, or compensation or goodwill gestures where these are appropriate under our terms and any applicable policies.
If we find that we were not at fault, we will explain the reasons for this conclusion and the evidence we relied upon. In all cases, we will aim to be clear, transparent, and respectful in our explanation.
If You Are Still Dissatisfied
If you are not satisfied with our initial response, you may request that your complaint is reviewed by a more senior manager. When doing so, please explain why you disagree with our findings or proposed resolution and provide any additional information you would like us to consider.
The senior review will focus on whether the original investigation was fair, whether all relevant information was considered, and whether the outcome was reasonable in the circumstances. You will receive a further written response setting out the result of this review.
Claims Relating to Loss or Damage
Where your complaint involves alleged loss of or damage to your possessions during removal or storage, we will assess the matter in line with our terms and any applicable coverage or protection provisions agreed at the time of booking. You may be asked to provide photographs, inventories, or repair or replacement estimates to support your claim. Time limits may apply for reporting loss or damage, so we encourage you to check your documentation and notify us as soon as possible.
Using Feedback to Improve Our Service
Every complaint we receive is reviewed not only for its individual circumstances but also for any wider lessons that can help us improve. We analyse complaints relating to storage, removals, packing, and customer care to identify recurring issues, training needs, or process changes. This helps us enhance the reliability, safety, and efficiency of our services and maintain high standards for customers who entrust us with their belongings.
Confidentiality and Data Protection
We treat all complaints with appropriate confidentiality. Information you provide will be used solely for handling your complaint, managing any related claim, and improving our services. We will handle your personal information in line with our data protection responsibilities and retain complaint records for a reasonable period for audit and quality purposes.
