Storage Northwood Complaints Procedure
Storage Northwood is committed to delivering reliable storage and removals services, with a strong focus on customer care and professionalism. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We aim to provide secure storage solutions and efficient removals services with clear communication and transparent pricing. If you are unhappy with any aspect of our service, we will treat your complaint seriously, investigate it thoroughly, and respond in a fair and timely manner.
We are committed to:
Responding to complaints promptly and courteously.
Listening carefully to your concerns and understanding what has gone wrong.
Investigating all complaints in an objective and balanced way.
Offering clear explanations, appropriate remedies, and, where necessary, steps to prevent similar issues in future.
What This Procedure Covers
This procedure applies to complaints about any part of our storage or removals services, including but not limited to:
Booking and quotation processes for moves or storage.
Collection, loading, handling, and transportation of belongings.
Storage arrangements, access, security, and condition of units.
Delivery, unloading, and placement of items at your destination.
Customer service, communication, and conduct of our staff or contractors.
Billing, payments, and associated documentation.
If your concern relates to an insurance policy or cover arranged through a third party, we may need to refer specific aspects of your complaint to them. We will explain this clearly and tell you what to expect.
How to Make a Complaint
You can raise a complaint in person at our premises or in writing. When making a complaint, please provide as much detail as possible so that we can investigate effectively. It is helpful if you include:
Your full name and, where relevant, your company name.
Details of your storage unit or removals booking, including dates and reference numbers if available.
A clear description of what has gone wrong and when it occurred.
Names of any staff you have spoken to already.
Any supporting information, such as photographs, inventories, or written agreements.
Stating what outcome you are seeking can also help us understand how best to resolve the matter, although we cannot guarantee that we will always be able to provide the specific resolution requested.
Stage One: Informal Resolution
We encourage customers to raise any issues as soon as they arise, ideally while the service is ongoing or shortly afterwards. In many cases, concerns can be resolved quickly and informally through discussion with a member of our team.
At this stage, we will:
Listen to your concerns and clarify the details where necessary.
Check relevant records, such as booking details, condition reports, and inventories.
Attempt to resolve the issue without undue delay, where possible on the same day.
If we are unable to resolve the matter immediately, we will explain what further steps are needed and provide an estimated timeframe for a more detailed response.
Stage Two: Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the issue is more serious or complex, you can make a formal complaint. Please set out your complaint clearly in writing and identify it as a formal complaint under this procedure.
Once we receive your formal complaint, we will:
Acknowledge receipt within a reasonable period of time.
Record your complaint in our internal log for monitoring and review.
Assign a member of our management team to investigate your concerns.
The investigation may include reviewing documents, speaking to staff involved in your move or storage, checking vehicle or unit records, and assessing any photographs or evidence you provide.
We will aim to provide a full written response within a set period from acknowledging your complaint. If we need longer due to the complexity of the issue, we will let you know, explain why, and give you an updated timescale.
Our Response and Possible Outcomes
Our written response will aim to:
Summarise your complaint and the issues investigated.
Explain the findings of our investigation and any relevant terms of our agreement.
Confirm whether your complaint is upheld in full, in part, or not upheld.
Set out any actions we will take as a result.
Depending on the circumstances, possible outcomes may include:
An apology and explanation.
Corrective action, such as rectifying an error or updating records.
Operational improvements within our storage or removals processes.
Where appropriate and in line with our terms and conditions, a financial or practical remedy.
If You Remain Dissatisfied
If you remain unhappy after receiving our formal response, you may contact us again to request a review. Please explain why you are dissatisfied and identify any information you believe has not been considered.
We will then:
Arrange for a further review, which may be carried out by a senior member of staff who was not involved in the original investigation where possible.
Consider any additional information you have provided.
Provide a final response setting out our conclusions.
Time Limits for Complaints
We encourage you to raise complaints as soon as reasonably possible after the issue arises. This helps us to investigate effectively while details are still clear and records are readily available. In some cases, if a very long time has passed, it may be more difficult to reach firm conclusions, but we will always consider reasonable concerns in good faith.
Using This Procedure
This Complaints Procedure is intended to be clear and accessible to all our customers. It does not affect your statutory rights. If, at any stage, you need assistance in setting out your complaint, please let us know and we will do our best to support you.
By following this procedure, Storage Northwood aims to resolve problems promptly, learn from customer feedback, and continue to improve the quality and reliability of our storage and removals services.
