Storage Bowes Park Complaints Procedure
Storage Bowes Park is committed to providing reliable storage and removal services and to resolving any concerns fairly, consistently, and promptly. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us throughout the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward route to raise issues about our storage or removal services, including service quality, communication, handling of goods, billing, and contract-related concerns. It applies to all customers who use our services for household or commercial moves, storage, and related activities.
This procedure covers complaints about our own staff, our processes and policies, and the way we have delivered services to you. It does not cover matters that are being handled by insurers, legal representatives, or external dispute resolution bodies, although we will cooperate fully with any such organisations where appropriate.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you request a response or resolution. Examples include:
Concerns about the conduct, behaviour, or professionalism of our staff during a move or while handling storage.
Issues with the way your goods were packed, transported, stored, or delivered.
Disputes about charges, quotes, or the application of our terms and conditions.
Concerns about delays, missed time slots, or communication during the booking, removal, or storage process.
You do not have to use the word complaint for your concern to be treated as one. If you tell us you are unhappy and want us to put something right, we will treat it as a complaint under this procedure.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to provide clear details so that we can investigate thoroughly. When you contact us, please tell us:
Your full name and any reference or booking number associated with your storage or removal service.
What service you used, for example storage, removals, or a combined move and store service.
A clear description of what went wrong, including dates, locations, and the names of any staff you dealt with, if known.
How the issue has affected you, including any damage, loss, inconvenience, or additional cost.
What you would like us to do to resolve your complaint.
Complaints can be raised at any time, but raising them as soon as possible after the event will help us investigate more effectively.
Our Complaints Handling Stages
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it. We aim to do this within a reasonable time frame. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
At this stage, we may ask you for additional information or clarification, particularly if your complaint involves multiple services such as both removal and storage, or if we need photographs, inventory details, or other supporting information.
Stage 2: Investigation
Your complaint will be passed to an appropriate member of our management team for investigation. This may involve:
Reviewing your booking details, inventory lists, and any relevant documentation.
Speaking with staff involved in your move or storage arrangements.
Reviewing internal policies and procedures to see whether they were followed correctly.
Where relevant, examining vehicle logs, warehouse records, and any available internal notes relating to your goods or service.
We aim to complete our investigation within a reasonable time and will keep you informed if more time is required, for example where the complaint is complex or requires third party information.
Stage 3: Outcome and Resolution
When the investigation is complete, we will provide you with a written response outlining:
Our understanding of your complaint and the issues raised.
The steps we took to investigate the matter.
Our findings and whether your complaint is upheld in full, in part, or not upheld.
Any actions we propose to resolve the matter, which may include an explanation, an apology, corrective action to our services, or other appropriate remedies consistent with our terms and conditions and any applicable law.
We will always try to offer a resolution that is fair and proportionate to the circumstances of your complaint.
If You Are Not Satisfied with the Outcome
If you are unhappy with the outcome of your complaint at the conclusion of Stage 3, you may request that the decision be reviewed. Please set out why you do not agree with our response and provide any new information you believe has not been considered.
A more senior member of our team will then review the complaint, the investigation, and the outcome. After this review, we will write to you with our final position.
Time Limits and Evidence
We encourage customers to raise complaints as soon as reasonably possible after an issue arises, particularly when it relates to removal day incidents, delivery of goods out of storage, or any damage or loss. Prompt reporting allows us to gather accurate information and take appropriate action.
In some cases, our ability to investigate may be affected by delays, especially where vehicles have been redeployed, storage units re-allocated, or staff have changed. While we will always do our best, delayed complaints may limit the options available.
Complaints Relating to Damage or Loss
If your complaint involves damage to property, loss of items, or concerns about the condition of goods moved or stored, we may ask you for supporting evidence. This can include photographs, inventory checklists, receipts, or reports prepared at the time of delivery or collection.
Depending on the nature of the issue and the cover in place, certain matters may need to be referred to an insurer or handled under specific loss or damage procedures. If that applies to your complaint, we will explain this and let you know what information we require.
Confidentiality and Data Protection
All complaints are treated sensitively. Information you provide will be used only to investigate and resolve your complaint, to review and improve our services, and to meet our legal and regulatory obligations. We will handle your information in line with our privacy practices and only share it internally with staff who need it to deal with your complaint.
Our Commitment to Continuous Improvement
Storage Bowes Park takes feedback seriously. We review complaints regularly to identify trends, training needs, and opportunities to improve our storage and removal services. This may include updating procedures, enhancing staff training, improving communication, or changing how we plan and carry out moves.
By following this Complaints Procedure, we aim to resolve individual concerns fairly while also using your experience to raise the standard of service for all our customers.
