Complaints Procedure for Storage Northumberland Heath
Storage Northumberland Heath is committed to providing reliable storage and removal services and to resolving any concerns in a fair, transparent, and timely manner. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage.
Purpose and Scope of This Procedure
This procedure applies to all customers who use our services, including storage, moving, and associated services such as packing or handling. It is designed to cover complaints about the quality of service, conduct of staff or contractors, billing issues, loss or damage, and communication problems.
This procedure does not cover matters that are already the subject of legal proceedings, insurance claims being handled solely by insurers, or complaints that fall outside our control. However, we will always try to advise you where best to direct your concern if we are not the appropriate party to resolve it.
Our Complaints Principles
We aim to handle every complaint according to the following principles:
We will listen carefully to understand what has gone wrong from your perspective.
We will treat you with respect, courtesy, and professionalism at all times.
We will investigate complaints impartially, using accurate information and, where required, statements from staff or contractors.
We will aim to resolve matters promptly and keep you informed of progress, especially where investigations may take longer.
We will use the outcome of complaints to improve our storage, handling, and removal processes and customer service.
How to Make a Complaint
If you are unhappy with any aspect of our services, we encourage you to raise it as soon as possible so that we can address it quickly.
You can submit a complaint in writing, or in person at our premises. When you contact us, please provide the following information so we can investigate effectively:
Your full name and any reference or booking numbers you have.
A clear description of what happened, including dates, times, and locations where possible.
Details of any staff or contractors involved, if known.
Copies of any relevant documents, such as contracts, inventories, delivery notes, or photographs.
What outcome or resolution you are seeking, such as an explanation, apology, correction, or compensation where appropriate.
Stage One: Initial Complaint Handling
In the first instance, we encourage you to raise your complaint with the staff member or team you have been dealing with. Many issues can be resolved quickly at this stage with clarification, a practical solution, or an apology where something has gone wrong.
Once we receive your complaint, we will acknowledge it within a reasonable period. We will allocate it to a member of staff or a manager responsible for investigating and responding.
We aim to provide a full response within a set timescale from acknowledgement. If we cannot meet this timescale because we need more information, for example when investigating loss or damage connected to a removal or storage booking, we will inform you of the delay and provide an updated expected timeframe.
Stage Two: Escalation to Management
If you are not satisfied with the outcome of the initial response, or if your complaint concerns serious issues such as significant damage, financial loss, or alleged misconduct, you may request that your complaint is escalated to senior management.
To escalate your complaint, please set out why you are dissatisfied with the initial response and any additional information you wish us to consider. A senior manager will review the original complaint, the investigation carried out, and the response provided, and may conduct further enquiries if necessary.
We will then issue a written response outlining:
The findings of our review.
Any additional investigation undertaken.
Our final position on the matter.
Any remedies or corrective actions we propose to take, which may include service improvements, staff training, or other appropriate measures.
Complaints Involving Loss or Damage
Where your complaint relates to loss or damage to goods while in storage or during removal services, we may need additional documentation, such as inventories, condition reports, and any relevant insurance details. This helps us determine what happened and whether compensation or another remedy is appropriate.
In some cases, we may refer matters to our insurers or request that you submit a claim in line with our terms and conditions. We will explain the applicable process and what you need to do. While an insurance claim may take longer than a standard complaint, we remain committed to clear and timely communication throughout.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is only shared with those who need it to investigate and resolve your complaint or to meet legal or regulatory obligations. We will handle your personal data in accordance with applicable data protection requirements and our own internal policies.
Unreasonable or Vexatious Complaints
We recognise that making a complaint can be stressful and that people may sometimes act out of character. We will always try to respond with patience and understanding. However, if a complainant behaves in a way that is abusive, threatening, or persistently unreasonable, we may decide to limit contact or cease communication. Any such decision will be taken seriously and only after careful consideration.
Learning From Complaints
We view complaints as an opportunity to improve our storage and removal services. We regularly review complaints data to identify trends, recurring issues, and areas where our processes, training, or communication can be strengthened. Where appropriate, we will implement changes designed to prevent the same issues arising in the future.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our services and obligations. Updated versions will apply to new complaints from the date of publication. If you have suggestions on how we could improve this procedure, we welcome your feedback.
By using our services, you agree that complaints will be handled in line with this procedure and any relevant terms and conditions that form part of your agreement with Storage Northumberland Heath.
