Storage Coombe Complaints Procedure
Storage Coombe is committed to providing reliable, professional storage and removals services. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and learn from the experience. This complaints procedure explains how to raise a concern, how we will handle it, and the timescales you can expect.
Purpose of This Complaints Procedure
The purpose of this complaints procedure is to provide a clear and fair process for customers who wish to complain about any aspect of our storage, packing, or removals services. It applies to all customers who have used our services, whether for domestic or commercial purposes. The procedure is designed to ensure that complaints are dealt with promptly, consistently, and transparently.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the services provided by Storage Coombe, whether justified or not, where a response or resolution is explicitly or implicitly expected. This may include concerns about the standard of removals work, storage conditions, handling of goods, communication, administration, or conduct of staff and contractors.
We encourage customers to raise issues as soon as they arise so that we can resolve them quickly and prevent them from escalating.
Informal Resolution
In many cases, concerns can be resolved informally and quickly by speaking with the team member you have been dealing with, such as your move coordinator or the staff at the storage facility. Informal contact allows us to clarify misunderstandings, explain what has happened, and, where appropriate, take immediate corrective action.
If you are not satisfied with the outcome of informal discussions, or if you prefer to raise a formal complaint immediately, you can follow the formal procedure set out below.
How to Make a Formal Complaint
To ensure we can investigate your complaint thoroughly and fairly, please submit your complaint in writing. You should include the following information so that we can understand and review your concerns effectively:
The date of your move or storage agreement, your full name and any reference number provided to you, a clear description of the issue, including dates and locations, details of any staff or teams involved, any supporting information, such as photographs or delivery notes, and what outcome or resolution you are seeking.
A written complaint ensures that all details are recorded accurately and can be shared with the relevant members of our management and operations teams.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable timescale. The acknowledgement will confirm that your complaint has been received, outline the next steps in the process, and provide an estimated timeframe for our investigation and response.
If we need further clarification or additional information to understand your complaint fully, we may contact you at this stage to request it.
Investigation Process
Your complaint will be reviewed by an appropriate member of the management team who has not been directly involved in the matters you are complaining about, wherever possible. The investigation may include:
Reviewing your written account and any documents you have supplied, examining our own records, including inventories, job sheets, contracts, and correspondence, speaking with staff or third parties involved in your move or storage, and inspecting any relevant facilities, equipment, or procedures that relate to your concerns.
We aim to carry out investigations in a thorough, impartial, and respectful manner. While an investigation is ongoing, we may contact you for further details or to clarify aspects of your complaint.
Our Response and Possible Outcomes
Following the investigation, we will provide you with a written response setting out our findings and any actions we will take. This response will usually include a summary of the issues you raised, an outline of the steps taken during the investigation, our conclusions based on the evidence reviewed, and any remedies or improvements we propose.
Depending on the nature of the complaint, possible outcomes may include an explanation or clarification where there has been a misunderstanding, an apology, practical steps to put things right where possible, review and adjustment of internal procedures, training, or supervision, or other appropriate measures consistent with our contractual obligations and applicable law.
If You Are Not Satisfied With the Outcome
If you remain dissatisfied after receiving our written response, you may ask for the decision to be reviewed. Your request for a review should be made in writing, clearly explaining why you disagree with our findings or proposed outcome and setting out any additional information you wish us to consider.
A more senior manager, who has not been directly involved in the complaint so far wherever possible, will review the original investigation and response. They may decide to uphold the original decision, modify the outcome, or request further enquiries.
We will then provide a final written response following this review. At this stage, we will explain how our internal process has been completed.
Timescales
We aim to handle all complaints as quickly as reasonably possible. While specific timescales may vary depending on the complexity of the issues raised, we will strive to acknowledge formal complaints promptly and to complete investigations and responses within a reasonable period. If we anticipate any delay, we will let you know and provide an updated timeframe.
Confidentiality and Data Protection
All complaints are treated with appropriate confidentiality. Information you provide will be shared only with those who need it to investigate and resolve your complaint. We will handle your personal data in line with our data protection obligations and our privacy practices, keeping records of complaints and outcomes in a secure manner.
Continuous Improvement
Storage Coombe uses feedback and complaints as an opportunity to improve our storage and removals services. We review complaints regularly to identify patterns, address root causes, and refine our policies, staff training, and operational procedures. This helps us enhance the quality, safety, and reliability of our services over time.
We value the time taken by customers to tell us when something has gone wrong and are committed to dealing with every complaint in a professional, fair, and constructive way.
