Storage Camberwell Complaints Procedure
Storage Camberwell is committed to providing a reliable and professional service for all customers using our storage and associated removal services. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so we can put matters right, learn from what happened, and continually improve our service.
This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our commitment to you
We aim to deal with all complaints fairly, consistently, and as quickly as possible. We will always:
Listen carefully to your concerns and treat you with respect.
Investigate what has happened in a balanced and objective way.
Keep you informed about the progress of your complaint.
Offer clear explanations and, where appropriate, practical solutions.
Use the outcome to improve our storage and removal services.
What counts as a complaint
A complaint is any expression of dissatisfaction about the service you have received or the way you have been treated. This may relate to:
The quality or timing of storage or removal services.
Condition of goods on arrival or in storage.
Conduct of our staff, drivers, or representatives.
Administration, documentation, or billing issues.
Communication before, during, or after your move or storage period.
If you are unsure whether your concern is a complaint, we still encourage you to contact us so we can clarify and help.
Raising an informal concern
In many cases, issues can be resolved quickly and informally. If something is not right, please raise it as soon as possible with the staff member or team you have been dealing with. Explain what has happened and what outcome you are seeking, such as clarification, an apology, or a practical remedy.
We will do our best to resolve the matter straight away or within a few working days. If you are not satisfied with the informal response, or if the issue is more serious or complex, you may wish to make a formal complaint.
How to make a formal complaint
If an issue cannot be resolved informally, you can make a formal complaint. Please set out:
Your full name and any relevant reference details such as booking or storage agreement numbers.
A clear description of what went wrong and when it happened.
Any steps already taken to resolve the issue.
What outcome you would consider to be reasonable and fair.
You may submit your complaint in writing or by speaking with a member of our management team, who can record the details for you. Providing as much information as possible will help us investigate effectively.
Timescales and acknowledgement
We aim to acknowledge all formal complaints within a reasonable time after receiving them. In this acknowledgement, we will:
Confirm that we have received your complaint.
Explain who is responsible for handling your complaint.
Outline the next steps and expected timescale for a full response.
The time needed to complete the investigation will depend on the complexity of the issues raised, particularly for complaints involving storage conditions, multiple removal visits, or third party services. We will always aim to respond with our findings and proposed resolution within a practical timeframe and will let you know if we require more time.
How we investigate your complaint
When we receive a formal complaint, we will:
Review your account, agreement, and any relevant documentation.
Check booking details, inventories, and service notes relating to your storage or removal services.
Speak to the staff members involved, including drivers, handling teams, and office staff where relevant.
Consider any photographs, reports, or other evidence provided by you or our teams.
Assess our policies and procedures to see whether they were followed correctly.
Our goal is to understand what happened, why it happened, and what we can reasonably do to resolve the matter.
Our response and possible outcomes
Once the investigation is complete, we will provide you with a clear written or verbal response. This will normally include:
A summary of your complaint.
The steps we have taken to investigate it.
Our findings and conclusions.
Any offer of remedy or action we propose to take.
Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action to services, administrative corrections, or other practical solutions aimed at putting things right where reasonably possible and appropriate.
If you remain dissatisfied
If, after receiving our response, you feel that your complaint has not been properly addressed or the outcome is not fair, you may ask for your complaint to be reviewed by a more senior member of our management team.
In your request for a review, please explain why you are not satisfied with the initial outcome and what you believe would be an appropriate resolution. The reviewing manager will reconsider your complaint, the investigation, and our response, and will provide a final position from Storage Camberwell.
Learning from complaints
Every complaint we receive helps us to identify where we can improve the service we provide. We regularly review the complaints and feedback we receive in relation to both storage and removal services to:
Identify recurring issues or patterns.
Update staff training and guidance.
Refine our operational processes and service standards.
Improve communication with customers at each stage of their move or storage period.
Our aim is to reduce the likelihood of similar issues arising in the future and to strengthen the overall quality and reliability of our services.
Respect, confidentiality, and fairness
All complaints are handled sensitively. Details are only shared with those who need to know in order to investigate and respond. We expect all parties, including staff and customers, to act with courtesy and respect throughout the complaint process.
We will not treat any customer differently because they have raised a complaint. Choosing to raise concerns will not affect your ability to use our storage or removal services in the future.
Review of this procedure
Storage Camberwell keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, service standards, or best practice in complaint handling.
