Storage Teddington Complaints Procedure
This Complaints Procedure explains how Storage Teddington will handle any concerns or complaints you may have about our services, including storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using your feedback to improve the way we work.
Our commitment to you
We are committed to delivering a reliable and professional service. If we fall short of your expectations, we want to know so that we can put things right where possible and prevent similar issues from happening again. All complaints are taken seriously and are treated with respect, courtesy and impartiality.
We aim to:
Respond to your complaint promptly and clearly
Investigate concerns thoroughly and objectively
Provide an honest explanation and, where appropriate, an apology
Offer a suitable resolution where we are at fault
Use your feedback to review and improve our processes
What is a complaint
A complaint is any expression of dissatisfaction about our services, the conduct of our staff or representatives, or our policies and procedures, where a response is reasonably expected. This can relate to storage arrangements, collection or delivery of goods, removal services, billing, communication, or any other aspect of your experience with Storage Teddington.
How to make a complaint
You can make a complaint in writing or verbally. Please provide as much detail as you can so we can understand the issue fully and investigate efficiently. Helpful information can include:
Your full name and any reference or booking number you have been given
The dates and locations relevant to your complaint
A clear description of what happened and why you are dissatisfied
The names of any staff or contractors involved, if known
Copies of any relevant documents, such as inventories, invoices or correspondence
What outcome or resolution you are seeking, if you have something in mind
Stage 1: Initial resolution
In many cases, concerns can be resolved quickly and informally by raising the issue with the team member you have been dealing with or their immediate supervisor. We encourage you to do this as soon as possible after the event or issue arises, as prompt contact can make it easier for us to put things right.
At this stage we will aim to understand the issue, clarify any misunderstandings and, where possible, agree a practical solution with you. If you are not satisfied with the outcome at this point, or if the matter is more serious, you may ask for a formal complaint to be opened.
Stage 2: Formal complaint and investigation
When you request a formal complaint, your case will be logged and passed to an appropriate manager or complaints handler who is not directly involved in the matter. This ensures a more independent review.
We will normally acknowledge your complaint in writing within a reasonable timeframe, setting out:
That we have received your complaint
Who will be handling it
What information we may need from you
The expected timescale for our investigation and response
During the investigation we may:
Review your account, service records and any related documents
Speak with staff, drivers, handlers or contractors involved
Inspect relevant storage records, inventories and service notes
Ask you for further details or clarification where needed
Once our investigation is complete, we will provide a written outcome. This will normally include:
A summary of your complaint and the issues considered
Details of the investigation steps taken
Our decision and the reasons for it
Any proposed remedies or actions we will take
Information on how to escalate your complaint if you remain dissatisfied
Possible outcomes and remedies
Where our investigation shows that we are at fault, we will aim to offer a fair and proportionate remedy. Depending on the circumstances, this may include:
A clear explanation of what went wrong and why
An apology
Practical steps to correct the issue where possible
A review of internal procedures, training or supervision
Where appropriate, consideration of compensation in line with our terms and conditions or any applicable insurance cover
Any remedy will take into account the nature of the issue, the impact on you, and any relevant contractual or legal limitations.
Stage 3: Escalation
If you are not satisfied with the outcome of the formal investigation, you can request that your complaint be escalated. On escalation, your case will be reviewed by a senior manager who has not previously been involved in the matter, wherever possible.
The senior manager will consider:
Whether the complaint was handled fairly and in line with this procedure
Whether the decision reached was reasonable in the circumstances
Whether any further information or evidence changes the outcome
After this review you will receive a final response setting out our position.
Timescales
We aim to respond to complaints as quickly as reasonably possible. Actual timescales may vary depending on the complexity of the issue, the availability of information and any need to coordinate with third parties, such as insurers or external removal partners. If there is a delay to the timescale originally given, we will let you know and explain the reason for the delay.
Complaints involving removal services
Where your complaint relates to removal services, packing, loading, unloading or transportation of goods, additional checks may be required. These can include examination of removal logs, route information, driver reports, and any relevant insurance or claims documentation.
In such cases we may need to liaise with drivers, porters, external contractors or insurers. This can extend the investigation period, but we will keep you informed of progress and any further steps required from you, such as providing photographs, inventories or details of any loss or damage.
Working with insurers and third parties
Some issues, particularly those involving loss or damage to goods, may be subject to insurance terms. Where this applies, we will explain which aspects are handled under our complaints procedure and which may need to be managed as an insurance claim or through another process. We will cooperate with insurers and any relevant third parties to help achieve a fair outcome.
Confidentiality and data protection
Information you provide in connection with a complaint will be handled in line with our data protection responsibilities. Details will only be shared with those who reasonably need them in order to investigate and resolve the matter or to meet our legal or regulatory obligations.
Using feedback to improve
We review complaints regularly to identify patterns, recurring issues and opportunities for improvement across our storage and removal services. This may lead to changes in our procedures, staff training, communication methods or service standards. Your feedback, whether positive or negative, is an important part of helping us deliver a better service in the future.
Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will be made available as part of our standard customer information.
