Storage Wimbledon Complaints Procedure
Storage Wimbledon is committed to providing a reliable, fair and professional service across our storage and removal operations. If something goes wrong, we want to know about it so we can put matters right, learn from the experience and continually improve. 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 of this Complaints Procedure
The purpose of this procedure is to set out a clear, accessible process for raising complaints about our storage facilities, removal services, customer service, billing or any other aspect of our business. It applies to all customers who use our services, including one-off and ongoing storage users, domestic and business removal clients, and any related services we provide.
We aim to deal with all complaints promptly, fairly and consistently, and to resolve issues at the earliest possible stage.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about our services, our staff, or the way we have carried out our work. Examples include:
Issues with removal bookings, collection or delivery times, conduct or care taken with goods, problems with storage units or access, concerns about charges, invoices or payment terms, or dissatisfaction with how a previous enquiry or concern was handled.
If you are unsure whether your issue counts as a complaint, you can still raise it with us under this procedure. We will treat it seriously and respond appropriately.
How to Raise a Complaint
You can raise a complaint in writing or verbally. When submitting a complaint, please provide as much detail as possible so we can investigate efficiently. It is helpful if you include:
Your full name and any account or booking reference, the date and approximate time of the incident or issue, a clear description of what went wrong, which service was involved and any staff you dealt with, any steps you have already taken to resolve the issue, and what outcome you are seeking, such as an explanation, apology, corrective action or review of a charge.
If your complaint relates to a removal service, please include details such as the moving date, collection and delivery addresses, and a description of any items or property that you believe were affected.
Stage One: Frontline Resolution
Where possible, we aim to resolve complaints immediately at the first point of contact. If you raise an issue with a member of our team, they will listen carefully, seek to understand the problem and, where they have the authority to do so, work with you to find a practical solution.
Many concerns, such as minor service issues, misunderstandings about timescales or straightforward billing queries, can be resolved quickly at this stage. If you are satisfied with the explanation or remedial action offered, your complaint will be considered resolved.
Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved at Stage One, or you are not satisfied with the proposed outcome, you may ask for a formal complaint investigation. At this stage, your complaint will be logged and passed to a manager or a designated member of our team who has not been directly involved in the issue.
We will acknowledge receipt of your formal complaint within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline how we will investigate, and indicate when you can expect a full response.
During the investigation we may contact you for additional information, clarification of events, or supporting documents, such as photographs or inventories relating to a removal or storage booking.
Our Response Times
We will always aim to resolve complaints as quickly as possible. Most issues can be addressed within a short period. More complex complaints, particularly those involving multiple services, disputed charges, or alleged loss or damage to goods during removal or storage, may require a longer investigation.
Where we cannot provide a full response within our initial estimate, we will let you know, explain the reason for the delay and give you an updated timescale. Throughout the process we will keep you informed of significant developments.
Outcomes and Remedies
After investigating your complaint, we will provide a clear written response setting out our findings, any conclusions we have reached and, where appropriate, the steps we propose to take. Possible outcomes may include:
An explanation of what happened and why, an apology where we are at fault, corrective action to put things right where reasonably possible, a review or adjustment of charges where appropriate, or changes to our procedures or staff training to prevent a similar issue arising again.
We will always aim for a fair and proportionate outcome based on the evidence available and in line with our terms of business.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your formal complaint, you may ask for a further review. Your case will then be considered by a senior member of our team, who will look at how the complaint was handled and whether the conclusions reached were reasonable and supported by the information available.
The senior reviewer may uphold the original decision, change the outcome, or request further investigation if new issues or evidence come to light. You will receive a final response explaining the result of this review and the reasons for any decision taken.
Our Commitment to Fairness and Improvement
We treat all complaints confidentially and in line with relevant legal and regulatory requirements. Raising a complaint in good faith will not affect your right to continue using our services, whether for storage, removals or any related support.
We regularly review complaints data to identify trends, areas for improvement and opportunities to enhance our customer service. Feedback from our customers, whether positive or negative, plays a valuable role in helping us maintain and improve the standards of service we aim to provide.
By following this Complaints Procedure, we hope to ensure that any concerns are listened to carefully, addressed fairly and resolved as quickly and effectively as possible.
