Storage Battersea Complaints Procedure
Storage Battersea is committed to providing reliable storage and removals services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise a complaint, what information we need from you, how we will respond, and the steps we take to put things right where we have fallen short.
Our Commitment To You
We aim to deliver a professional, safe and efficient service at all times. If something goes wrong, we want to know about it so we can investigate, resolve the issue, and use the outcome to improve our storage and removal operations. All complaints are taken seriously and handled confidentially, in line with applicable law and good industry practice.
What This Procedure Covers
This procedure covers complaints about our storage, removals and related services, including bookings, quotations, collection, transport, handling, storage of goods, access to stored items, charges, and customer service. It does not cover disputes with third parties that are not acting on behalf of Storage Battersea.
Raising A Complaint
You can raise a complaint in writing or by speaking with a member of our team. We encourage you to explain your concerns as soon as possible after the issue arises, so that we can investigate while events are still recent.
When submitting your complaint, please provide the following information so we can process it efficiently:
Your full name and any company name, if applicable. Your booking or reference number. The date and location of the service. A clear description of what went wrong, including times and any people involved where known. Details of any loss or inconvenience you believe you have suffered. Any evidence that may help us understand the issue, such as inventory lists, photographs or signed documents.
Clear and complete information allows us to investigate your complaint more thoroughly and respond more quickly.
Initial Complaint Handling
Where possible, we aim to resolve your concern at the first point of contact. A member of our team will listen to your explanation, clarify any points, and try to agree a suitable solution with you. Many issues, particularly those involving access, timings or simple misunderstandings, can be settled immediately at this stage.
If your complaint cannot be resolved straight away, or if you ask for a formal review, your complaint will be escalated in line with the stages set out below.
Stage One – Acknowledgement And Assessment
Once your complaint has been logged as a formal complaint, it will be reviewed by an appropriate supervisor or manager who is independent of the immediate issue wherever possible.
We will normally acknowledge your complaint in writing within a reasonable timeframe. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
At this stage we will assess your complaint to determine what information we need and whether any urgent action is required to protect your property or safety. For example, if your concern relates to access to essential items or a security issue at a storage unit, we will prioritise those aspects.
Stage Two – Investigation
The investigating manager will gather relevant information to understand what happened. This may include reviewing booking records, removal inventories, access logs, contracts, photographs, correspondence and any internal notes. Where necessary, they may also speak to the staff members or contractors involved.
During the investigation, we may contact you to request further information or clarification. This helps us ensure that we have fully understood your perspective and that any questions are addressed before a decision is made. We ask you to cooperate with reasonable requests for information so we can reach a fair outcome.
Stage Three – Response And Outcome
Once the investigation is complete, we will provide you with a written response explaining:
Our understanding of your complaint. The steps we took to investigate. Our findings and conclusions. Any actions we will take as a result.
Where we find that we have made a mistake or not met our normal standards, we will explain what went wrong and what we will do to put matters right where reasonably possible. This may include correcting records, adjusting charges where justified, improving communication, reviewing procedures or providing other appropriate remedies in line with our terms and conditions.
If we do not uphold your complaint, we will explain the reasons for our decision as clearly as we can, based on the information available.
Timeframes
We aim to complete our investigation and provide a full response within a reasonable timeframe, taking into account the complexity of the matter and the availability of information. Complaints involving complex removals, multiple storage units or disputed inventories may take longer to investigate. If additional time is required, we will inform you and keep you updated on progress.
If You Remain Dissatisfied
If you are not satisfied with our response, you may request that your complaint is reviewed again, stating clearly which aspects of the outcome you disagree with and why. A more senior member of staff will consider the matter, review the previous handling, and decide whether any further action is appropriate.
This internal escalation is intended to ensure that your complaint has been examined fairly and thoroughly. Once this stage is complete, our position will normally be final.
Claims Relating To Loss Or Damage
If your complaint involves alleged loss of or damage to goods during removal or while in storage, you should raise this as soon as you become aware of it. Please provide details of the items concerned, any relevant inventory or condition reports, and photographs where available.
Any potential claim will be considered in line with our contract terms, any applicable insurance arrangements, and relevant law. Time limits for notifying us of loss or damage may apply under those terms, so prompt notification is important.
How We Use Complaints To Improve
Every complaint is an opportunity for us to review our services and identify areas for improvement. We regularly review complaint outcomes and look for patterns, for example in booking processes, packing standards, access arrangements or communication around removals and storage. Where we see recurring issues, we may update our procedures, guidance, training or service design.
By sharing your concerns with us, you help us to refine the way we operate and maintain standards for all customers using our storage and removal services.
Confidentiality And Data Protection
We handle complaints in confidence and only share information internally where this is necessary to investigate and respond. Any personal information you provide will be handled in accordance with our data protection responsibilities and only used for the purposes of managing your complaint and improving our services.
If you have any questions about this complaints procedure or how it applies to your situation, you can raise them along with your initial concern or at any point during the process. We are committed to dealing with all complaints in a fair, transparent and respectful manner.
