Storage Forestdale Complaints Procedure
This Complaints Procedure explains how Storage Forestdale manages and resolves complaints about our storage and removal services. Our aim is to deal with concerns promptly, fairly and consistently, and to use feedback to improve our service.
Purpose and Scope
This procedure applies to all customers who use Storage Forestdale for storage, removals, packing, or related services. It covers concerns about service quality, communication, charges, handling of goods, timeliness, or any other aspect of our work. It does not cover issues that are already the subject of legal proceedings or insurance claims being handled exclusively by an insurer.
We encourage you to raise any concerns as soon as possible so that we can put things right quickly and reduce any impact on your plans or your belongings.
Principles of Our Complaints Handling
Our approach to complaints handling is based on the following principles. We will treat you with respect and courtesy at all times. We aim to respond quickly and keep you informed. We will investigate impartially, listening to your account and reviewing relevant records. We will explain our findings and any decisions in clear, plain language. Where we are at fault, we will apologise and take appropriate remedial action. We will use complaint outcomes to improve our systems, training and communication.
Informal Resolution
Many issues can be resolved quickly by speaking to a member of the Storage Forestdale team. If you are dissatisfied with any aspect of our storage or removals service, please raise it as soon as possible with the team member present on the day or with our office staff. Explain what has happened and what outcome you are seeking. We will try to resolve the matter immediately or within a short time frame.
If you are not satisfied with the informal response, or you would prefer to make a formal complaint straight away, you can follow the formal complaints process set out below.
Making a Formal Complaint
You can make a formal complaint in writing. Written complaints help us to understand clearly what has happened and to keep an accurate record. Please include your full name, any reference or booking details, relevant dates and locations, a clear description of what went wrong, the impact on you, and the outcome you are seeking.
Try to submit your complaint as soon as reasonably possible after the issue occurs. Raising concerns early makes it easier for us to investigate and, where appropriate, to put things right.
Acknowledgement of Your Complaint
Once your formal complaint has been received, Storage Forestdale will acknowledge it in writing. The acknowledgement will normally be sent within a reasonable period of time. In the acknowledgement, we will confirm that we have received your complaint, outline the next steps in the process, and give an estimated timescale for providing a full response.
Investigation Process
Your complaint will be passed to an appropriate manager or senior member of staff who is not directly involved in the events you have raised. The investigating person may review job records, inventory lists, contracts and terms agreed, internal notes, staff statements, and any photographs or other evidence available.
Where necessary, we may contact you to clarify details, obtain further information or discuss the circumstances. This helps us to ensure that we have a full and balanced understanding of events before reaching a conclusion.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written response. This response will summarise your complaint, explain what we have investigated, set out our findings, and detail any action we will take.
Possible outcomes may include an explanation or clarification, an apology, corrective action to remedy a service issue, service improvements to prevent a recurrence, or, where appropriate and justified, consideration of financial redress or other practical solutions. Any remedies offered will depend on the circumstances of the case and the terms and conditions that applied at the time of service.
Timescales
We aim to handle complaints about storage and removals services as quickly as possible while allowing sufficient time for a thorough review. We will provide an initial acknowledgement within a reasonable period and will aim to issue a full written response within a set timeframe, which will be communicated to you when we acknowledge the complaint. If, for any reason, our investigation takes longer than expected, we will keep you informed and provide an updated timescale.
Escalation if You Are Not Satisfied
If you remain dissatisfied after receiving our written response, you may request that the complaint be reviewed at a higher level within Storage Forestdale. Your request should explain why you are not satisfied with the outcome or how you believe your complaint has not been fully addressed.
A more senior manager or designated person will review the handling and outcome of your complaint. They may re-examine the evidence, seek further information and consider whether the decision and any remedy were fair and reasonable. Following this review, we will provide a final written response explaining our position.
Recording and Using Complaints for Improvement
Storage Forestdale records complaints, outcomes and any actions taken. We periodically review complaint data to identify trends affecting our storage units, removals operations, packing services and customer support. This allows us to improve staff training, refine processes, enhance communication and strengthen the protection of customers belongings during moves and storage.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection principles. Information you provide will be used only for managing your complaint, improving our services and meeting any legal or regulatory requirements. We keep complaint records securely and for no longer than is necessary.
Review of this Procedure
Storage Forestdale keeps this Complaints Procedure under regular review to ensure it remains effective, clear and appropriate for all aspects of our storage and removals services. Any updates will apply to new complaints from the date of publication.
