Storage Mitcham Complaints Procedure
Storage Mitcham is committed to providing a reliable, professional service for our storage and removal customers. We recognise that, on occasion, things may go wrong. When this happens, we want to hear about it so we can put matters right, learn from any mistakes and improve our service. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to resolve the issue.
Purpose of this Complaints Procedure
This procedure applies to all customers who use our storage facilities, removal services or related support. It is designed to be clear, fair and accessible. Our aims are to address any dissatisfaction promptly, to communicate honestly and transparently, and to find practical solutions wherever possible.
We treat all complaints seriously, whether they relate to service quality, staff behaviour, communication, handling of goods, billing, or any other aspect of your experience with Storage Mitcham.
What Counts as a Complaint
You may wish to raise a complaint if you believe that we have:
Failed to provide a service you were entitled to expect, such as agreed storage conditions, access arrangements or removal timings.
Provided a service to a lower standard than you reasonably anticipated, including issues involving packing, handling, transportation or storage of your belongings.
Acted in a way you consider to be unprofessional, discourteous or unfair.
Given unclear, incomplete or inaccurate information about our services, pricing or terms.
Made an error with your account, such as invoicing or payment allocation.
If you are unsure whether your concern is a complaint, you can still raise it with us. We will let you know how it will be handled and whether it should follow this procedure or an alternative process.
How to Make a Complaint
You can make a complaint verbally or in writing. Raising your concern in writing is often helpful because it provides a clear record of the issue and your expectations. When submitting a complaint, please provide as much detail as possible, including:
Your full name and any relevant reference details such as account or booking information.
A clear description of what happened, including key dates, locations and people involved.
Any supporting information you have, such as photographs, inventory lists, delivery notes or copies of correspondence.
What you would consider to be a reasonable outcome or resolution.
If you need assistance to make a complaint, or if you require any adjustments, please let us know so that we can support you.
Initial Resolution Stage
Where possible, we encourage you to raise your concern at the earliest opportunity with the staff member or team you have been dealing with, such as during a removal, at the storage facility or when speaking with our customer service staff. Many issues can be resolved quickly and informally at this stage.
At the initial stage, we will aim to:
Listen carefully to your concerns and clarify any details we are unsure about.
Offer an explanation, apology or immediate solution where this is appropriate and within our authority.
Agree on any next steps and the timeframe within which we will update you.
If your complaint cannot be resolved informally, or if you prefer to use the formal process, your concern will move to the formal complaint stage.
Formal Complaint Stage
When a complaint is treated as a formal complaint, it will be managed by a senior member of staff, who will be responsible for overseeing the investigation and response. At this stage, we will:
Acknowledge your complaint in writing within a reasonable period of receiving it.
Review the information you have provided and gather any additional relevant details, which may include speaking to staff, reviewing records, or inspecting stored items or related documentation where appropriate.
Assess what happened and whether our service met our own standards and your reasonable expectations.
Provide you with a written response once our investigation is complete, explaining our findings, any actions we will take, and the reasons for our decisions.
We aim to resolve formal complaints as quickly as is reasonably practical. If, for any reason, there is a delay in completing our investigation, we will keep you informed and provide an updated timescale.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible remedies may include:
A clear explanation of what happened and why.
An apology where we have fallen short of our standards.
Practical steps to put matters right, where this is possible, such as correcting records, adjusting future services or improving access arrangements.
In appropriate cases, consideration of financial remedies, in line with our contractual terms and any applicable insurance or protection schemes associated with your storage or removal service.
We will always aim to agree a solution with you that is fair and proportionate to the circumstances.
Escalating Your Complaint
If you are not satisfied with the outcome of the formal complaint stage, you may request that your complaint be reviewed at a higher level within Storage Mitcham. This review will consider whether the complaint was handled fairly, whether our response was reasonable, and whether any further action is required.
You may be asked to explain why you remain dissatisfied and what outcome you are seeking. Once the review is complete, we will provide you with a final written response outlining our position and any further steps we are prepared to take.
Confidentiality and Data Protection
We treat all complaints in confidence. Information about your complaint will be shared only with those who need it in order to investigate and respond. We handle all personal information in line with our data protection responsibilities and our privacy commitments to you.
Using Complaints to Improve Our Service
Complaints help us identify where our storage and removal services may need improvement, whether relating to customer care, procedures, communication, or the practical handling and storage of goods. We regularly review complaints data to spot patterns, update staff training and refine our processes, with the aim of enhancing the experience for all customers.
By following this complaints procedure, we aim to deal with your concerns fairly, promptly and constructively, while maintaining a professional and respectful relationship throughout. We value your feedback and appreciate the opportunity to address any issues you may have with Storage Mitcham.
