Complaints Procedure for Storage Malden Rushett
Storage Malden Rushett is committed to delivering reliable, professional and secure storage and removal services. If something goes wrong, we want to know about it so we can put matters right and improve the way we operate. This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
Purpose and Scope of This Procedure
This procedure applies to all customers using our storage, moving and related services. It covers concerns about our service quality, staff conduct, communication, billing, handling of goods during storage or transport, and any other aspect of our service delivery.
We aim to deal with complaints fairly, consistently and as quickly as possible. We also use the information from complaints to review our processes and staff training to prevent similar issues from arising in the future.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like a response or resolution. Examples include:
Concerns about how your belongings were handled during collection, storage or delivery.
Disputes relating to charges, payments or invoicing.
Issues with the accuracy or clarity of information provided about our services.
Concerns about staff behaviour, professionalism or timekeeping.
Problems with access arrangements, documentation or contract terms as applied to your booking.
If you raise an issue and we can resolve it immediately to your satisfaction, we may treat it as a service query rather than a formal complaint. However, you can ask for any concern to be handled under this complaints procedure if you wish.
How to Make a Complaint
You can make a complaint in writing or verbally. Written complaints make it easier for us to keep an accurate record and to ensure that we fully understand the issue. When submitting a complaint, please include:
Your full name and any reference or booking number.
Dates of the service or incident you are concerned about.
A clear description of what happened and why you are dissatisfied.
Any relevant supporting information you may have, such as inventories, photographs or correspondence.
What outcome you are seeking, if you have a preferred resolution in mind.
If you prefer to raise your complaint verbally, we will make a written note of the key details and confirm our understanding with you where possible.
Our Complaints Handling Stages
Stage One: Initial Review
Once we receive your complaint, we will acknowledge it and record it in our internal system. We will normally aim to acknowledge your complaint within a reasonable timeframe. We will also explain who will be responsible for your case and what will happen next.
At this stage, we may contact you to clarify details or request further information. If the matter appears straightforward, we may also be able to offer an early resolution, which we will set out clearly for you.
Stage Two: Investigation
If your complaint requires a more detailed review, it will be passed to an appropriate manager or senior member of staff. The investigation may include:
Reviewing your contract, booking details and account records.
Checking vehicle logs, storage records and relevant documentation.
Speaking with staff members directly involved in your move or storage.
Reviewing any images, inventories or condition reports associated with your goods.
We aim to complete this investigation and provide you with a written or verbal response within a reasonable period. If we need more time due to the complexity of the issue, we will keep you updated on progress and provide an estimated timescale.
Stage Three: Outcome and Resolution
Once the investigation is complete, we will explain our findings and any actions we propose to take. Our response will aim to address all the points you have raised and will include:
Whether your complaint has been upheld in full, upheld in part or not upheld.
The reasons for our decision, based on the information available.
Any corrective action we will take in relation to our services or processes.
Any remedy we consider appropriate, which may include an apology, an explanation, corrective work or another form of redress where applicable.
If you do not agree with our decision, you can ask for a further review where appropriate. We will explain if there are any additional internal steps available.
Time Limits for Raising a Complaint
To help us investigate effectively, we encourage you to raise your complaint as soon as possible after the issue arises. Complaints about the condition of goods or the conduct of a removal or storage service are best raised within a short time after completion or discovery of the problem, so that evidence and records remain clear and accessible.
Fairness, Confidentiality and Data Handling
We treat all complaints seriously and aim to handle them impartially. Your complaint will be dealt with confidentially, and information will only be shared internally with staff who need it to investigate and resolve the matter. We handle your personal information in line with our data protection obligations and retain complaint records for an appropriate period, so that we can monitor and improve our services.
Continuous Improvement
Storage Malden Rushett is committed to learning from feedback. We review trends in complaints to identify recurring themes and areas where our storage, moving and handling services can be enhanced. Outcomes of this review may include additional staff training, updates to our procedures, or improvements in communication with customers.
Using This Procedure
By following this complaints procedure, we aim to provide you with a clear and fair route to raise concerns and to obtain a considered response. If you have any questions about how our process works or would like guidance before submitting a complaint, you can contact us and we will explain the steps available.
We value your business and your feedback. If our service has not met your expectations, this procedure is designed to ensure that your concerns are heard, investigated thoroughly and used to help improve the way we support all storage and removal customers in the future.
