Complaints Procedure for Storage Strawberry Hill
Storage Strawberry Hill is committed to providing reliable storage and removal services, supported by clear communication and fair treatment. This Complaints Procedure explains how you can raise concerns, how we will handle your complaint, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a straightforward way to tell us when something has gone wrong, to ensure we handle concerns consistently and fairly, and to help us improve our storage and removal services. We treat all complaints seriously, whether they relate to customer service, the condition of goods in storage, moving and handling during a removal, or any aspect of our operations.
Who Can Use This Procedure
This procedure is available to any customer of Storage Strawberry Hill, including individuals, families, and businesses using our storage or removal services. You may also use this procedure if you are acting on behalf of a customer, for example as a legal representative or authorised contact, as long as you have the customer's permission to do so.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. This may include concerns about the handling of your belongings during a move, the condition or accessibility of storage units, the accuracy of information provided before or during a service, billing or invoicing issues, staff conduct, or delays, cancellations, or service quality.
If you are unsure whether your concern is a complaint, you are still encouraged to raise it. We can treat it as a query if you only require clarification, or as a complaint if you would like us to investigate and respond formally.
How to Make a Complaint
You can make a complaint to Storage Strawberry Hill in writing or verbally. We encourage written complaints where possible, as this helps us keep an accurate record of the issues you raise. In your complaint, please set out your full name, details of the service you received, a clear description of what went wrong, when the issue occurred, any steps you have already taken to resolve the matter, and what outcome you are seeking. Providing copies of relevant documents, such as invoices or service confirmations, can also help us review your complaint more efficiently.
Stage One: Initial Resolution
In the first instance, we aim to resolve most complaints informally and quickly at the point of service. Where possible, please raise your concern with the team member or manager responsible for your storage or removal booking. They will listen to your concerns, ask any necessary questions, and try to put things right without delay. Many issues can be resolved at this stage through clarification, practical adjustments, or a simple correction.
If your complaint cannot be resolved immediately, or you prefer a more formal review, your concern will be recorded and passed to a manager for further consideration under Stage Two.
Stage Two: Formal Complaint Review
When a complaint is escalated to Stage Two, it will be assigned to a manager who has not been directly involved in the events giving rise to your complaint, wherever possible. The manager will acknowledge your complaint and outline the next steps. They may ask you for further information, clarification, or supporting documents to ensure they fully understand the matter.
The manager will then investigate the issues raised, which may include reviewing service records, speaking to staff members, and checking any relevant policies or agreements. Once the investigation is complete, you will receive a written response setting out our findings, any conclusions we have reached, and any actions we propose to take to resolve the complaint. If we uphold your complaint in full or in part, we will explain what went wrong and how we will try to prevent a similar issue from occurring again.
Stage Three: Further Review and Escalation
If you remain dissatisfied after receiving the Stage Two response, you can request a further review. You should clearly explain which aspects of the outcome you are unhappy with and why. Where possible, this review will be conducted by a more senior member of the Storage Strawberry Hill team.
The further review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the conclusions and actions proposed were reasonable. Following this review, we will provide a final written response. This will mark the end of our internal complaints procedure.
Timeframes for Handling Complaints
We aim to respond to complaints promptly while allowing sufficient time for a thorough and fair investigation. Timeframes may vary depending on the complexity of the issues raised, the availability of relevant information, and whether multiple parties are involved. If we are unable to meet an indicated timescale, we will let you know and explain the reasons for any delay, together with a revised timeframe.
Our Commitment to Fair Treatment
We handle all complaints respectfully and without discrimination. Making a complaint will not affect your right to use our storage or removal services, and it will not lead to less favourable treatment. We expect our staff to be professional and courteous throughout the process, and we ask customers to be honest, clear, and respectful when explaining their concerns.
Confidentiality and Data Protection
We treat all complaint information as confidential and will only share it internally with those who need to know in order to investigate and resolve the matter. Any personal data collected during the complaints process will be handled in line with applicable data protection requirements. We will store complaint records securely and only for as long as necessary for our legitimate business and legal purposes.
Learning from Complaints
Complaints help Storage Strawberry Hill identify areas where we can improve our storage and removal services. We periodically review complaint records to identify patterns or recurring issues, update policies and staff training where needed, and enhance the overall customer experience. By following this procedure, we aim to deal with individual concerns effectively while continually improving the reliability and quality of our services.
