Storage Mottingham Complaints Procedure
This complaints procedure explains how Storage Mottingham handles concerns and complaints about our storage and removal services. We aim to resolve issues quickly, fairly and consistently. This procedure is intended for all customers who use our storage units, associated services or removal support.
Our commitment to resolving complaints
We want every customer to feel confident that any concerns will be taken seriously. When a complaint is made, we will listen carefully, investigate thoroughly, and provide a clear response. We use feedback to improve our storage and removal services and to prevent similar issues in future.
We will treat you respectfully at all times, and we expect our customers and their representatives to treat our staff in the same way. Abusive, threatening or discriminatory behaviour will not be tolerated and may affect how we are able to communicate with you.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, our facilities, our staff or our processes, whether it is made verbally or in writing, and whether it is made formally or informally. This can include concerns about storage conditions, access arrangements, invoicing, handling of goods as part of related removal services, customer service, or the way a previous concern has been handled.
If you tell us you are unhappy and would like us to treat the issue as a complaint, we will follow this procedure.
Raising an initial concern
In the first instance, we encourage you to raise any concern with the staff member you have been dealing with, or with a member of the site team. Many issues can be resolved quickly and informally at this stage, such as clarifying information, correcting minor errors, or helping with practical access or booking problems.
When you raise an issue informally, we will try to resolve it immediately or as soon as reasonably possible. If you remain dissatisfied, or if the matter is serious, you can ask for it to be treated as a formal complaint.
How to make a formal complaint
You can make a formal complaint in writing. Written complaints should explain what has happened, when it happened, which service or booking it relates to, and what you would like us to do to put things right. Please also include your full name and any relevant reference such as a unit number or contract number so that we can locate your records.
If you are unable to put your complaint in writing, please contact our team and we will discuss reasonable adjustments so we can record the complaint on your behalf.
What happens after you complain
Once we have received your complaint, we will log it and send you an acknowledgement. The acknowledgement will confirm that we have received your complaint and are investigating it. In most cases, this will be done within a reasonable number of working days from receipt.
Your complaint will be allocated to a suitable member of management who has not been directly involved in the matter wherever possible. They may contact you to clarify details, request further information or arrange a time to discuss the issue. This helps us fully understand your concerns, especially where they relate to storage of goods, removal schedules or any damage or loss.
We will review relevant documents, contracts, payment records, booking notes, site access logs and any other information that helps us assess what has happened. Where appropriate, we will speak with staff members involved and any third parties we work with, such as removal partners or contractors, to gather a complete picture.
Our response to your complaint
After investigating, we will provide a written response setting out the outcome. Our response will usually include a summary of your complaint, the steps we took to investigate, our findings, and our decision. Where a complaint is upheld, we will explain what action we propose to take, which may include an apology, corrective action, or other resolution options available under your agreement and applicable law.
We aim to provide a full response within a reasonable time frame. If we are unable to meet this because the matter is complex or information is outstanding, we will let you know and give you an updated timescale.
If you are not satisfied with the outcome
If you are unhappy with our response, you can ask us to review the decision. Your request for a review should set out why you remain dissatisfied and what you believe we have misunderstood or overlooked. A more senior member of our team or another manager who was not involved in the original investigation will then re-examine your complaint, the investigation and the outcome.
Following this review, we will write to you with a final response. This will explain whether our original decision is upheld, varied or overturned, and set out our reasons. Once a final response has been issued, our internal complaints procedure will normally be considered exhausted.
Time limits for making complaints
We recommend that you raise concerns as soon as possible, and ideally within a reasonable period after the issue arises. This helps us investigate effectively while information is still readily available and memories are fresh. Delayed complaints may be more difficult to investigate fully, especially where they relate to historic storage or removal activity.
Confidentiality and data protection
We handle all complaints in line with our data protection obligations. Information you share as part of a complaint will be used only for investigating and responding to your complaint, improving our services where appropriate, and meeting legal or regulatory requirements. We will share your information internally only with staff who need it to handle the complaint. We may need to share limited information with insurers or professional advisers where necessary.
Using complaints to improve our services
We value complaints as an opportunity to identify areas where our storage and removal services can be improved. Where we identify recurring issues or weaknesses in our processes, we will consider changes to our procedures, staff training, communication methods, or terms of service. Feedback from customers helps us uphold consistent standards in handling goods, managing bookings, invoicing accurately and maintaining secure, well-managed storage facilities.
Alternative resolution options
If, after our final response, you still feel that your complaint has not been resolved, you may wish to seek independent advice about other options that may be available to you. This might include seeking legal advice, contacting a relevant advisory organisation, or exploring alternative dispute resolution where appropriate. The availability of external options may depend on the nature of your complaint, the services you have used and the terms of your agreement.
Review of this complaints procedure
We keep this complaints procedure under regular review to ensure that it remains clear, fair and effective for customers using our storage facilities and associated removal services. Updates may be made from time to time to reflect changes in our operations, in best practice or in legal or regulatory requirements.
