Storage Hampton Complaints Procedure
Storage Hampton is committed to providing reliable storage and removal services and to dealing with any concerns promptly, fairly and consistently. This complaints procedure explains how you can raise an issue with us, how we will respond, and the standards you can expect throughout the process.
1. Purpose of this Complaints Procedure
The purpose of this complaints procedure is to give customers a clear, straightforward route to tell us if they are unhappy with any part of our storage, removals, packing or associated services. We use all feedback, including complaints, to review and improve our operations, staff training and customer communication.
This procedure applies to all customers who use our services for storage, removals or related activities. It covers issues such as service quality, conduct of staff or contractors, communication, charges, damage to goods, delays, or any other concern linked to our services.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to investigate and respond. This might include situations where you feel that:
Our storage or removal service did not meet what was agreed or reasonably expected.
Our team acted in a way you consider unprofessional or disrespectful.
We did not communicate clearly about timescales, pricing, access or service conditions.
We have not handled your property, keys, or premises with appropriate care.
We have not resolved an issue you previously raised as a query or concern.
3. How to Raise a Complaint
You can raise a complaint verbally or in writing. We encourage you to provide as much detail as possible so that we can understand what has happened and investigate thoroughly.
Where possible, please include:
Your full name and any reference details you have for your booking or storage unit.
A clear description of what went wrong and when it occurred, including dates and times if known.
The location or service involved, for example storage facility, collection address or delivery address.
The names of any staff or contractors involved, if known.
Details of any loss, inconvenience or damage you believe you have suffered.
What outcome you are seeking, such as an explanation, corrective action, or financial remedy.
We recommend submitting your complaint in writing wherever possible, as this creates a clear record of your concerns and helps us respond more accurately.
4. Our Approach to Handling Complaints
We handle all complaints in line with the following principles:
Respect and fairness: You will be treated with courtesy and your complaint will be taken seriously, whether you are a storage or removal customer or both.
Impartial investigation: We will look at the facts objectively and listen to all sides before forming a view.
Confidentiality: Information will be shared only with those who need it to investigate and resolve the matter.
Timeliness: We aim to respond promptly and keep you informed if there are any delays.
Learning and improvement: We will identify any changes that may prevent similar issues from happening again.
5. Complaint Handling Stages
Stage 1: Initial Response
Once we receive your complaint, we will acknowledge it within a reasonable timeframe. At this stage we will:
Confirm that we have received your complaint.
Explain the next steps in the process.
Request any additional information we may need from you.
Where the matter is straightforward, we may also be able to resolve it immediately at this stage.
Stage 2: Investigation
For more complex or serious complaints, we will carry out a more detailed investigation. This may include:
Reviewing your booking details, service notes, and any relevant documentation.
Speaking with the staff or contractors involved in the storage or removal service.
Reviewing any photographs, delivery notes, condition reports or inventory lists related to the issue.
Assessing whether service standards, contractual terms or company policies were met.
We will aim to complete the investigation within a reasonable and proportionate timeframe. If we need more time, we will let you know and explain why.
Stage 3: Outcome and Resolution
After the investigation, we will provide you with a clear written response setting out:
Our understanding of your complaint.
The steps we took to investigate the matter.
Our findings and conclusions.
Any actions we will take to put things right, if appropriate.
Possible outcomes may include an explanation, an apology, corrective work, a gesture of goodwill, or financial remedy, in line with our policies and any applicable terms and conditions.
6. If You Remain Dissatisfied
If you are not satisfied with our response, you can ask for your complaint to be reviewed again. When doing so, please explain which parts of our response you disagree with and why. We will arrange a further review by a senior member of our team who was not directly involved in the original investigation, wherever possible.
Following this review, we will provide our final position on your complaint. We will explain our reasoning clearly and confirm whether any further actions will be taken.
7. Time Limits for Making a Complaint
We recommend that you raise your complaint as soon as reasonably possible after the issue arises. For removal services, timely reporting is particularly important where damage or loss is alleged, as prompt notification helps us investigate effectively and secure relevant evidence. While we will always consider your complaint, delays may limit the options available for resolution.
8. Your Responsibilities as a Customer
To help us handle your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information about what has happened.
Respond to any reasonable requests for further details or evidence.
Treat our staff with courtesy and respect while the complaint is being investigated.
Raise your concerns honestly and in good faith.
9. Continuous Improvement
We review complaints on a regular basis to identify trends and areas for improvement within our storage and removals operations. Lessons learned may lead to updated procedures, additional staff training, or changes to how we plan moves, manage access to storage units, protect goods in transit, or communicate with customers before, during and after their service.
By following this complaints procedure, Storage Hampton aims to resolve issues in a way that is transparent, balanced and constructive, while maintaining high standards of customer care across all storage and removal services.
