Storage Longlands Complaints Procedure
Storage Longlands 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, how we will handle it, and what you can expect from us at each stage. It applies to all customers using our storage facilities and our removal or transport services.
Our Commitment to You
We aim to deliver a professional, courteous and efficient service at all times. If something goes wrong, we want to know about it so we can put things right and improve our services. Every complaint is taken seriously and handled with respect, confidentiality and impartiality.
We will always aim to:
Respond to your complaint promptly and clearly
Investigate the issues thoroughly and fairly
Keep you informed of progress and expected timescales
Provide a clear explanation of our findings and any actions we will take
Use the outcome to improve our services and staff training where appropriate
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our storage or removals services, whether it is about our staff, the condition of our facilities, our handling of your goods, our communication, our charges, or any other aspect of our service.
We welcome feedback of all kinds. If you raise a concern informally and it cannot be resolved immediately to your satisfaction, you can ask for it to be treated as a formal complaint under this procedure.
How to Raise a Complaint
You can make a complaint verbally or in writing. We encourage you to set out your complaint in writing wherever possible, as this helps us to understand the issues clearly and investigate them effectively.
When submitting a complaint, please provide:
Your full name and any reference or agreement details
A clear description of what went wrong
Key dates, times, and locations relevant to the issue
Names or descriptions of any staff involved, if known
Any supporting information, such as photographs or inventory details, if relevant
What outcome or resolution you are seeking
We will not refuse to investigate a complaint that is made verbally, but we may ask you to confirm details in writing so that we can ensure accuracy.
Stage One: Frontline Resolution
In the first instance, we encourage you to raise your concern with the team member you have been dealing with, or with our site or service manager where appropriate. Many concerns can be resolved quickly at this level through explanation, clarification, or a simple corrective action.
We will aim to respond at this stage within a reasonable time, usually within five working days. If you are not satisfied with the outcome, or if the matter is complex and cannot be resolved informally, you may escalate your complaint to the formal stage.
Stage Two: Formal Complaint Investigation
If your concern cannot be resolved at Stage One, you can request a formal investigation. Your complaint will be reviewed by a manager who was not directly involved in the original issue wherever possible, to ensure a fair and balanced assessment.
During the investigation we may:
Review your storage or removals agreement and service records
Examine inventories, condition reports or relevant documentation
Speak to staff members involved and any witnesses where appropriate
Request further information or clarification from you if needed
We aim to acknowledge your formal complaint within five working days and to provide a full written response within twenty working days. If we cannot meet this timescale due to the complexity of the case, we will inform you of the reason for any delay and provide an updated timescale.
Our Response and Possible Outcomes
At the conclusion of our investigation we will provide a clear written response. This will usually include:
A summary of your complaint and the issues investigated
Details of the steps we took to investigate
Our findings and any conclusions reached
Any actions we will take to put matters right where appropriate
Any changes we intend to make to our processes or staff training as a result
Where our investigation shows that we have made a mistake or not met our own standards, we will acknowledge this and explain what we will do to remedy the situation as far as reasonably possible.
Escalation if You Remain Dissatisfied
If you remain dissatisfied after the formal investigation, you may request a further review by a senior member of our management team. You should set out why you are unhappy with our response and what further outcome you are seeking.
The senior manager will review the handling of your complaint, the evidence considered, and the conclusions reached. They may uphold our original decision, change it, or ask for further investigation. We will then issue a final response to you.
Time Limits for Making a Complaint
We encourage you to raise complaints as soon as possible after the event so that we can investigate while facts are fresh and records are readily available. As a general rule, we may not be able to fully investigate complaints raised more than twelve months after the event, but we will always consider the circumstances and any reasons for delay.
Fair Treatment and Confidentiality
Making a complaint will not affect the way we treat you as a customer. We will handle your complaint confidentially and only share information internally as necessary to investigate and resolve the matter. We expect our staff to be treated with respect at all times while dealing with complaints.
Continuous Improvement
We use information from complaints to help us identify where our storage and removals services can be improved. This may include staff training, changes to our procedures, or improvements to our facilities and communication. Your feedback helps us maintain and improve the standards we aim to deliver.
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective for all customers of Storage Longlands.
