Storage Heston Complaints Procedure
Storage Heston is committed to providing reliable storage and removal-related services and to dealing with all customers in a fair, transparent and timely manner. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage of the process.
Our Commitment to You
We aim to deliver a consistently high standard of service across our storage, moving and associated services. When something goes wrong, we want to know about it so that we can put things right and improve our service in the future. We treat all complaints seriously and handle them with respect, confidentiality and objectivity.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, communication, facilities, handling of goods, or the way in which we have carried out or failed to carry out our obligations. You can complain even if you are not sure whether we are at fault. Feedback and suggestions that are not complaints are also welcome and will be reviewed, but they may not follow the same formal stages as set out below.
Who Can Make a Complaint
The following people can use this Complaints Procedure:
Customers who use our storage or removal-related services, or who have used them in the past. Prospective customers who have had contact with us and are dissatisfied with the service received at an enquiry or quotation stage. Third parties acting with the express permission of a customer, such as a family member, business representative or appointed agent, provided that we are satisfied that they have the authority to act on the customer’s behalf.
How to Make a Complaint
You should raise your complaint as soon as possible after the issue occurs, so we have the best opportunity to investigate and resolve it. Please provide as much detail as you can, including relevant dates, locations, details of any storage units or removal bookings, and names of staff you have dealt with, if known.
You can make a complaint in the following ways:
In writing, setting out the facts clearly and explaining what outcome you are seeking. Verbally to a member of our team at our premises, who will record the details and pass them to the appropriate person for review. Through any online enquiry form or contact method we provide, clearly marking your message as a complaint.
Stage One: Informal Resolution
Many issues can be resolved quickly at an informal level. In the first instance, we encourage you to raise your concern with the staff member you have been dealing with, or with the site manager where your storage or removal service is arranged.
At this stage we will:
Listen carefully to your concern and clarify any details we do not fully understand. Seek to resolve the matter promptly, which may include providing an explanation, taking corrective action, or agreeing practical steps to prevent a reoccurrence. Confirm any agreed solution with you and make a brief record of the outcome.
If you feel that the issue has not been resolved informally, or if it is too serious to be dealt with in this way, you may ask for the matter to be handled under Stage Two of this procedure.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, you can submit a formal complaint. Please set out clearly that you wish your complaint to be treated formally and provide all relevant documentation or information that supports your position.
When we receive a formal complaint we will:
Acknowledge receipt within a reasonable period of time. Review the details of your complaint, including any records from previous discussions. Assign a member of management who has not been directly involved in the matter to carry out an impartial investigation.
During the investigation we may contact you to clarify points, request additional information, or discuss potential solutions. We will aim to provide a written response explaining our findings, any steps we have taken, and any proposals for resolution. Where an immediate full response is not possible, we will explain the reasons and give an indication of when we expect to provide a final reply.
Stage Three: Escalation
If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated for further review. You should explain why you are unhappy with the outcome at Stage Two and what further resolution you are seeking.
On escalation, a senior member of management will review:
The original complaint and all communications. The investigation carried out and the response given at Stage Two. Any new information or concerns you have raised.
We will then issue a final response, setting out our conclusions and confirming whether any additional action will be taken. This is the final stage of our internal complaints procedure.
Timescales
We aim to handle all complaints as promptly as is reasonably possible. Response times may vary depending on the complexity of the issue, the availability of information, and the need to speak with staff or third parties. If at any stage we anticipate a delay, we will inform you and keep you updated on progress.
Possible Outcomes
Depending on the nature of your complaint and the outcome of our investigations, we may decide to:
Provide an explanation or clarification where there has been a misunderstanding. Offer an apology where service has fallen below our expected standards. Take corrective action, such as improving processes, providing additional staff training, or adjusting our procedures. Discuss with you any appropriate practical steps that could help address your concerns in connection with your storage or removal arrangements.
Confidentiality and Data Protection
All complaints will be handled with discretion. Information will only be shared with those who need it to investigate and respond to your concerns. We will handle any personal information provided in line with our data protection obligations and store complaint records securely.
Using This Procedure
We encourage all customers to use this Complaints Procedure if they are unhappy with any aspect of our service, including handling of stored items, the conduct of staff during a move, appointment scheduling, access arrangements, billing, or communication. Raising issues through this procedure helps us to resolve individual concerns and improve the quality and reliability of our storage and removal-related services for all customers.
