Storage Swiss Cottage Complaints Procedure
This complaints procedure explains how Storage Swiss Cottage manages concerns and formal complaints about our services, including storage, packing, and removals. Our aim is to resolve issues promptly, fairly, and transparently, while using feedback to improve the way we work.
Our Commitment to You
Storage Swiss Cottage is committed to providing a reliable and professional service. If something goes wrong, we want to know about it so that we can put matters right where possible and prevent similar issues from happening again. We will treat every complaint seriously, with respect, and without discrimination.
We aim to:
Listen carefully to your concerns and understand what has gone wrong from your perspective.
Respond in a clear, timely, and fair manner.
Provide explanations, apologies where appropriate, and practical solutions where these are available.
Record and review complaints so we can improve our storage and removal services.
What This Procedure Covers
This complaints procedure covers concerns about:
Storage services, including access, handling, and condition of stored items.
Removal and transportation services, including collection, delivery, timing, and handling of goods.
Customer service interactions with our office or operational teams.
Billing, quotations, and information provided before, during, or after your contract.
This procedure is not intended for emergency matters relating to immediate safety or security. Those should be reported to the appropriate emergency or regulatory services.
When to Make a Complaint
You should make a complaint when you believe that:
We have not delivered our services to the standard you reasonably expected.
There has been a failure to follow our stated processes or terms.
There has been poor communication, delays, or errors affecting your booking, storage, or move.
Our staff have behaved in a way that you consider inappropriate, unprofessional, or disrespectful.
We encourage you to raise concerns as soon as possible so that we can investigate while events are still recent and records are readily available.
Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, you should raise the issue with the staff member you have been dealing with, or with our office team. Please explain:
What happened and when.
Which service or booking it relates to.
How you were affected.
What outcome you are seeking, for example an explanation, correction, or review of charges.
We will try to resolve your concern immediately or within a short period. If you are not satisfied with the informal response, or if the matter is more serious or complex, you may choose to make a formal complaint.
How to Make a Formal Complaint
To help us investigate fully and fairly, please submit your formal complaint in writing. In your complaint, include:
Your full name and any reference or booking number related to your storage or removals service.
A clear description of what went wrong.
Relevant dates, times, and locations.
Names or descriptions of staff involved, if known.
Any supporting information you wish us to consider.
What you would consider a fair resolution.
Written complaints allow us to maintain a clear record and reduce misunderstandings. If you have difficulty putting your complaint in writing, please contact us so we can discuss reasonable adjustments.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. The acknowledgement will normally be sent within a reasonable time and will confirm:
That we have received your complaint.
Who will be responsible for handling it.
The general timescale within which you should expect a detailed response.
If we need more information to proceed, we may contact you to clarify the details of your complaint or to request copies of relevant documents.
Investigation and Response
Your complaint will be reviewed by an appropriate member of our management team who was not directly responsible for the issue you have raised where possible. The investigation may involve:
Reviewing your contract, booking details, and communication records.
Speaking to staff members involved in providing your storage or removals service.
Checking vehicle logs, handling notes, or facility records where relevant.
Considering any photographs, inventories, or other evidence provided.
Once the investigation is complete, we will provide you with a written response setting out:
Our understanding of your complaint.
The steps we took to investigate it.
Our findings and any conclusions we have reached.
Any actions we propose to take, such as an explanation, apology, corrective measures, or other remedies available under our terms and applicable law.
We will aim to respond within a reasonable timeframe. If the complaint is complex and more time is required, we will let you know and provide updates on progress.
If You Remain Dissatisfied
If you are not satisfied with our response, you may request that your complaint is reviewed again, for example by a more senior member of our team. In your request, please explain why you remain unhappy and what you believe has not been addressed.
After this further review, we will confirm our final position on your complaint. At this stage, if you still disagree, you may wish to seek independent advice about your options. This may include contacting a relevant advisory body or regulator, depending on the nature of the complaint and the services provided.
Data Protection and Confidentiality
We will handle all complaints in line with our data protection responsibilities. Information about you and your complaint will be shared only with staff who need it to investigate and respond. Complaint records will be stored securely and retained for an appropriate period in line with our retention policies.
Using Complaints to Improve Our Services
Complaints and feedback help us to identify areas where our storage and removals services can be improved. We regularly review complaint trends to:
Enhance staff training.
Refine our procedures and documentation.
Improve communication before, during, and after moves and storage periods.
Update our services and customer support where needed.
By following this complaints procedure, Storage Swiss Cottage aims to resolve issues fairly and constructively, supporting our ongoing commitment to providing dependable storage and removal solutions.
