Storage Mile End Complaints Procedure
This Complaints Procedure explains how Storage Mile End handles any concerns or complaints about our storage facilities and related removal services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to continually improve our service.
Our Commitment To You
We are committed to providing a professional, reliable service for all storage and removals customers. If something goes wrong, we want to know about it. We take all complaints seriously, treat you with respect, and will not discriminate against you for raising a concern.
We will always aim to:
Respond promptly to your complaint, keep you informed at each stage, investigate thoroughly and objectively, and offer a clear explanation and, where appropriate, a practical resolution.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether justified or not, where you would like a response or resolution. This can include concerns about customer service, handling of goods, access to storage, billing and charges, communication and information provided, or any other aspect of our service that you feel has not met your expectations or our stated standards.
How To Make A Complaint
You can raise a complaint in any reasonable way. We encourage you to contact us as soon as possible so that we can address the issue promptly. You may complain in person at our site, in writing by letter, or using any contact method listed on our website, such as an online form or customer portal.
Please provide as much detail as you can, including your full name, any reference or booking details, the date and time of the issue, a clear description of what has happened, and what outcome you are seeking, for example an explanation, correction, or review of charges.
Informal Resolution
In many cases, issues can be resolved quickly and informally. If you raise your concern with a member of staff at the time it arises, they will do their best to resolve it immediately or within a short period. If you are not satisfied with the informal response, or if the issue is more serious or complex, you may ask for your concern to be treated as a formal complaint.
Formal Complaint Process
When you submit a formal complaint, we will follow a clear, step-by-step process designed to be fair and transparent.
Acknowledgement: We will acknowledge your complaint within a reasonable timescale, normally within five working days of receiving it. In this acknowledgement we will confirm that we have received your complaint, outline the next steps, and give an estimated timescale for our investigation and response.
Investigation: Your complaint will be assigned to a manager or senior team member who is not directly involved in the issue where possible. They will review the details you have provided, speak with relevant staff, and examine any records or documentation related to your storage or removal services.
Outcome: Once our investigation is complete, we will send you a written response setting out our findings. This response will explain what we have investigated, what we have concluded, whether the complaint is upheld in full, in part, or not upheld, any action we are taking to put things right, and any changes we plan to make to avoid a recurrence of the issue.
Timescales For Response
We aim to provide a full response as quickly as possible and within the timeframe given in our acknowledgement. In most cases, we expect to complete our investigation and respond within 20 working days.
If, due to the complexity of the complaint or the need to gather further information, we are unable to respond within this time, we will let you know, explain the reason for the delay, and give a revised timescale.
Possible Outcomes And Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include an explanation or further information about what occurred, an apology where we have fallen short, corrective actions, such as updating records, changing procedures, or improving staff training, and where appropriate under our terms and conditions, a review of charges or other practical remedies.
Any remedy will be offered in line with our contractual responsibilities and applicable law. The fact that we investigate a complaint does not in itself imply liability, but we always aim to be fair and reasonable.
If You Are Not Satisfied
If you are unhappy with our final response to your complaint, you may request that it is reviewed by a more senior manager where available. You should explain why you remain dissatisfied and what further outcome you are seeking.
The senior review will consider whether the complaint was handled fairly and whether the outcome was reasonable in the circumstances. You will be informed of the result of this review and whether any further internal steps are available.
Recording And Using Complaint Information
We keep records of complaints to help us monitor service quality and identify areas for improvement. Information is recorded in line with our data protection obligations and kept only for as long as is necessary for handling the complaint and meeting legal or regulatory requirements.
By reviewing and analysing complaint data, we aim to reduce the likelihood of similar issues arising in future and to enhance the experience of customers using our storage and removal services.
Accessibility And Support
We want our Complaints Procedure to be accessible to all customers. If you need assistance in making a complaint or require information in a different format, please contact us using the details on our website, and we will make reasonable efforts to accommodate your needs.
Changes To This Procedure
Storage Mile End may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice. The most current version will always apply to any complaint being handled at that time.
