Storage West Heath Complaints Procedure
This Complaints Procedure explains how Storage West Heath manages concerns and complaints about our storage facilities and associated removal services. Our aim is to resolve issues promptly, fairly and consistently, while using your feedback to improve our services.
Our Commitment to You
Storage West Heath is committed to providing a reliable and professional experience for every customer. This includes secure storage, careful handling of goods and clear communication during any removal or collection. If something goes wrong, we want to know about it so we can put it right wherever possible.
All complaints are taken seriously and are handled confidentially. We will always treat you with respect and expect our team to be treated in the same way.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about any aspect of our services, including:
Problems with storage units, access or security
Concerns about how removal or delivery of goods has been carried out
Issues with customer service or communication
Disagreements about charges, invoicing or terms of service
Concerns about the conduct or behaviour of our staff or contractors
You do not need to use specific wording. If you tell us you are unhappy and want us to respond, we will treat it as a complaint.
How to Raise a Complaint
You can raise a complaint with us in the following ways:
In person at our facility during normal opening hours
In writing by letter addressed to Storage West Heath Complaints
Through our standard contact form on our website, addressing your message to the attention of the management team
When you submit a complaint, please provide as much detail as you can, including:
Your full name and the name on the storage or removal agreement
Relevant dates and times
A clear description of what happened and what went wrong
Any reference numbers or documentation you consider relevant
What outcome or remedy you are seeking
Stage One: Frontline Resolution
In many cases we can resolve issues quickly at the first point of contact. Stage one of the complaints process focuses on informal, prompt solutions.
Where you contact us with a concern, a member of our team will:
Listen carefully to your explanation
Clarify any points to make sure we understand the issue
Check relevant records, such as booking details or unit information
Seek to offer a practical solution or explanation
Where possible, we aim to resolve stage one complaints within five working days. If we need more time, we will let you know and explain why.
Stage Two: Formal Investigation
If you are not satisfied with the response at stage one, or if your complaint is complex or serious, it will be referred for a formal investigation.
At stage two:
Your complaint will be reviewed by a senior member of our team who was not directly involved in the original matter wherever reasonably possible.
We may contact you to request further information or clarification.
We will examine relevant correspondence, system notes, agreements and any other available evidence.
We aim to provide a written response to stage two complaints within twenty working days. If additional time is required due to the complexity of the issue, we will inform you and provide an updated timescale.
Our Response and Possible Outcomes
When we respond to your complaint, we will explain:
What we understand your complaint to be about
What investigations have been carried out
Our findings and conclusions
Any actions we will take, including timescales
Depending on the outcome of our investigation, we may:
Offer an apology and explanation
Take corrective action in relation to your storage or removal arrangement
Review or amend internal processes or staff training
Where applicable, consider appropriate remedies in line with our terms and conditions
Complaints About Removal Services
Where your complaint relates specifically to removal activity, such as collection, transport or delivery of your possessions, we will consider:
Condition reports, inventories and any photographs available
Timing of the move, access conditions and any restrictions explained in advance
Compliance with our agreed service description and terms
Our investigation will look at whether our team acted with reasonable care and skill and followed agreed procedures during the removal process.
Escalation and Further Review
If you remain dissatisfied after receiving our final response, you can request a further internal review. In such cases the matter will be considered by a senior manager or a member of the leadership team, who will:
Review the handling of your complaint to date
Consider whether the investigation was thorough and fair
Confirm whether the outcome should be upheld, varied or reconsidered
This review will normally be completed within twenty working days. We will then notify you in writing of the final outcome.
Recording and Using Complaints
All complaints are recorded in our internal systems. We monitor complaint trends to identify any recurring issues across our storage or removal services. This helps us to:
Improve procedures and communication
Enhance staff training and supervision
Strengthen service reliability and customer confidence
Confidentiality and Data Protection
Information you provide in connection with a complaint is handled in line with our data protection obligations. Details are only shared with team members who need the information to investigate and resolve the issue or to improve our services.
Review of This Procedure
Storage West Heath keeps this Complaints Procedure under periodic review to ensure it remains clear, accessible and effective. We may update it to reflect changes in our services, customer feedback or legal and regulatory requirements.
By using our storage and removal services you agree that complaints will be handled in accordance with this procedure and with our general terms and conditions of business.
