Storage Lampton Complaints Procedure
Storage Lampton is committed to providing reliable, professional storage and removal services. We aim to resolve any concerns quickly and fairly. This complaints procedure explains how you can raise an issue, how we will respond, and the steps we take to put things right.
Purpose of this Complaints Procedure
This procedure exists to make sure that any dissatisfaction with our storage, removal, or related services is handled consistently, transparently, and within reasonable timeframes. It applies to all customers who have used, or are using, our services, including storage, packing, loading, transport, and delivery.
We treat all complaints as an opportunity to improve our standards, systems, and communication. Every concern raised will be taken seriously and investigated appropriately.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the standard of our service, our staff, our processes, or the way we have carried out a contract. This can include, for example:
Delays or missed dates in storage or removal services. Damage, loss, or incorrect handling of items. Issues with invoicing, charges, or clarity of information. Conduct, behaviour, or attitude of our staff or contractors. Any failure to follow agreed instructions or written terms.
You do not need to use specific words or legal wording. If you tell us you are unhappy with any aspect of our service and would like us to respond, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint in writing or verbally. To help us investigate and respond effectively, please provide:
Your full name and, if applicable, your company name. The service you used, such as storage, removals, or both. Relevant dates, locations, and reference numbers. A clear description of what went wrong and when it happened. Any supporting information you consider relevant.
We encourage you to raise concerns as soon as possible, ideally while the service is ongoing or shortly after completion, so that we can address matters promptly.
Stage One: Initial Resolution
Most issues can be resolved quickly by the team that handled your booking or move. At the first stage, your concern will normally be considered by the relevant staff member or supervisor.
Once your complaint is received, we will:
Acknowledge that you have raised a concern. Clarify any details we do not understand. Attempt to resolve the matter informally where appropriate.
Where possible, we will seek to resolve your complaint at this stage within a reasonable timeframe. If we cannot give you a full response immediately, we will explain what will happen next.
Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the matter is more complex or serious, your complaint will move to a formal investigation stage.
At this stage, your complaint will be reviewed by a manager who was not directly responsible for the service in question, wherever practical. During the investigation, we may:
Review relevant records, including booking details and service notes. Speak with staff and contractors involved in delivering your service. Assess any evidence you provide, such as photographs or written reports. Consider whether our procedures and policies were followed correctly.
We will aim to provide a written response setting out our findings, any conclusions we have reached, and any proposed actions or remedies. We will do this within a reasonable time, keeping you informed if more time is required due to complexity.
Stage Three: Senior Review
If you remain dissatisfied after Stage Two, you may request a further review by a senior member of our team. This is the final stage of our internal procedure.
During this stage, we will:
Re-examine the complaint and how it was handled at earlier stages. Consider whether the investigation was thorough and fair. Review whether the outcome and any remedies were appropriate.
We will then issue a final response explaining our position. This response will outline any further actions we will take and will bring our internal complaints procedure to a close.
Possible Outcomes and Remedies
Where a complaint is upheld in full or in part, we will seek to offer a fair and proportionate remedy. Depending on the circumstances, this may include one or more of the following:
An apology and explanation. Practical steps to put things right where reasonably possible. Review or correction of records or account details. Internal changes to procedures, training, or supervision.
Any remedy will take into account the nature of the issue, its impact on you, and the terms and conditions under which our services were provided.
Time Limits and Evidence
To enable a fair investigation, we encourage you to raise complaints as soon as possible after the event. Over time, records may become less complete and recollections less reliable, which can limit what we are able to establish.
We may request supporting documents, photographs, or other material where relevant. Providing clear evidence can help us reach a fair and informed decision more quickly.
Confidentiality and Data Protection
All complaints will be handled in confidence, and information will be shared only with those who need it to investigate and resolve the issue. We will manage your personal data in line with applicable data protection requirements and our internal policies.
Our Commitment to Continuous Improvement
We monitor complaints data to identify patterns, recurring issues, and opportunities to improve our storage and removal services. This includes reviewing operational procedures, staff training, and customer communication.
By following this complaints procedure, we aim to give every customer a clear route to raise concerns and to receive a considered, fair, and timely response from Storage Lampton.
