Storage Gallows Corner Complaints Procedure
This Complaints Procedure explains how Storage Gallows Corner handles concerns and complaints about our storage and removal services. We aim to provide a professional and reliable service and we take all complaints seriously. Our goal is to resolve issues promptly, fairly and consistently, while using feedback to improve our services.
Scope of this Complaints Procedure
This procedure applies to all customers of Storage Gallows Corner, including those using storage units, associated services, and removal or transport services to or from our facilities. It covers concerns about our service quality, staff conduct, communication, administration, and any aspect of your experience with us.
This procedure does not cover disputes that must be handled by insurers, claims outside our control, or matters that fall under legal or regulatory processes. In those cases, we will explain which route is appropriate and what information you may need.
Our Complaints Principles
We are committed to handling complaints in line with the following principles:
We make it straightforward to raise a concern or complaint.
We listen carefully and treat every complaint respectfully and confidentially.
We respond within reasonable and stated timeframes.
We investigate thoroughly, considering all relevant information.
We provide clear explanations and, where appropriate, offer remedies.
We use complaints to improve our storage and removal services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, packing, removal, delivery, or related administration, where you would like a response or resolution. This may include concerns about service delays, handling of goods, charges, communication, staff behaviour, or failure to follow agreed terms.
If you are unsure whether your concern is a complaint, you can still raise it and we will treat it appropriately.
How to Raise a Complaint
You can raise a complaint in writing or verbally. When making a complaint, please provide as much information as you can, including:
Your full name and any relevant customer or contract reference.
Details of the service used, for example storage unit details or removal booking.
A clear description of what went wrong and when it occurred.
Any steps already taken to resolve the issue.
What outcome you are seeking, if you have a preferred resolution.
We encourage you to raise concerns as soon as possible so they can be investigated while details are fresh and evidence is available.
Stages of the Complaints Process
Stage 1: Initial Resolution
In the first instance, we encourage you to speak to the staff member or team you have been dealing with. Many issues can be resolved quickly at this stage, especially practical matters relating to storage access, bookings, or removal timings.
The team will listen to your concerns, clarify any misunderstandings, and, where possible, offer an immediate solution or explanation. If your complaint cannot be resolved straight away, it will be recorded and escalated to the appropriate manager.
Stage 2: Formal Complaint Review
If your complaint is not resolved at Stage 1, or you prefer a more formal review, you may ask for the matter to be escalated. A manager or designated complaints handler will then review your complaint.
During this stage, we will:
Confirm that we have received your complaint and that it is being reviewed.
Gather relevant information, which may include service records, removal documentation, internal notes, and staff statements.
Consider any loss, inconvenience, or distress caused.
Decide whether your complaint is upheld, partially upheld, or not upheld.
Provide a clear written response explaining our findings and any actions we propose.
Where your complaint relates to removal services, we may need to review schedules, inventory lists, handling procedures, and any applicable terms of carriage. This helps ensure that our decision is based on accurate and complete information.
Timeframes for Response
We aim to acknowledge formal complaints within a reasonable period of receiving them. We then aim to provide a full response within a further reasonable period, depending on the complexity of the issue. If we cannot respond fully within our usual timeframe, we will let you know the reason for the delay and provide an updated timescale.
Possible Outcomes and Remedies
Following our investigation, we may offer one or more of the following outcomes where appropriate:
An explanation or clarification of what happened.
An apology where we are at fault.
A practical solution or corrective action regarding storage or removal arrangements.
A review of internal procedures or staff training to reduce the risk of recurrence.
Any outcome will be explained to you clearly. If we decide that no further action is appropriate, we will set out our reasons.
Escalation and Further Steps
If you remain dissatisfied after receiving our formal response, you may request a further review by a senior manager where available. At this stage, we will consider whether there is any new information or whether any aspect of the investigation needs to be revisited.
In some cases, you may have the right to seek independent advice or pursue external resolution options, such as alternative dispute resolution schemes or legal action. Where relevant, we will provide information on possible next steps, although we cannot give legal advice.
Confidentiality and Data Protection
All complaints are handled confidentially and in line with applicable data protection requirements. Information is shared internally only with those who need it to investigate and resolve the complaint, and is retained only for as long as necessary and in accordance with our policies.
Using Complaints to Improve Our Services
We treat complaints as an important source of feedback. Where trends or recurring issues are identified, we may review and improve our storage procedures, removal processes, staff training, communication methods, or customer information. Our aim is to reduce the likelihood of similar issues occurring in the future and to enhance the overall customer experience at Storage Gallows Corner.
By following this Complaints Procedure, we aim to ensure that all customers have a clear and fair route to raise concerns and that every complaint is used constructively to maintain and improve the quality of our storage and removal services.
