Storage Goodmayes Complaints Procedure
This Complaints Procedure explains how Storage Goodmayes will handle any concerns or complaints about our storage, removal and associated services. Our aim is to resolve problems quickly, fairly and transparently, while using your feedback to improve our services.
Our Commitment to You
We are committed to providing a reliable, safe and professional service for all storage and removal customers. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. We treat every complaint seriously and handle it with courtesy, confidentiality and respect.
This procedure is designed to be clear and easy to use, whether you are a private customer, a business client, or a third party acting on a customer’s behalf.
What This Procedure Covers
This Complaints Procedure covers concerns or complaints related to:
Issues with storage services, such as move-in, access, billing, account handling or move-out processes.
Concerns about removal and transport services, including collection, delivery, handling of goods, timekeeping or conduct of staff and contractors.
Customer service, communication, documentation and information provided before, during or after your agreement with us.
Alleged failure to follow our terms and conditions, or any agreed instructions connected to your booking.
This procedure does not cover general enquiries, booking changes, or routine service requests, which should be managed through our normal customer service channels.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible so that we can fully understand the issue. Please include the following information to help us investigate effectively:
Your full name and contact details.
Your customer or booking reference if available.
Dates and locations relating to the matter you are complaining about.
A clear description of what went wrong, including who was involved if known.
Any impact this issue has had on you.
Details of any steps already taken to resolve the matter.
What outcome you are seeking, such as an explanation, apology, correction or other remedy.
You may appoint someone to act on your behalf, but we may require confirmation from you before discussing account-specific details with a third party.
Stage One: Frontline Resolution
In the first instance, we will try to resolve your complaint at the point it arises or as soon as possible afterwards.
Complaints raised with our team will be acknowledged within a reasonable timeframe. We will aim to understand the issue, clarify any details and, where possible, provide an immediate explanation or solution.
Where a quick resolution is possible, we will confirm this to you verbally or in writing. If the matter is more complex or cannot be resolved straight away, it will be escalated to Stage Two.
Stage Two: Formal Investigation
If your complaint cannot be resolved at Stage One, or if you request a formal investigation, it will be handled by a senior member of staff or a designated complaints handler.
We will acknowledge your formal complaint in writing within a reasonable period, explaining that an investigation has begun and outlining the next steps.
During the investigation we may:
Review your account records, booking information and relevant documentation.
Check any related service notes, schedules or removal logs.
Speak with staff or contractors involved in providing your service.
Request additional information or clarification from you, if needed.
We will aim to provide a written response to your complaint once the investigation is complete. This response will usually include:
A summary of your complaint and the issues considered.
Findings from the investigation and any evidence relied upon.
Our decision, including whether your complaint is upheld, partially upheld or not upheld.
Any actions we will take, such as corrective measures, service improvements or appropriate remedies where provided under our terms.
Information about what you can do if you remain dissatisfied.
Timescales
We aim to deal with complaints as promptly as circumstances allow. Actual timescales may vary depending on the complexity of the matter, availability of information and any third parties involved. If we cannot provide a full response within a reasonable timeframe, we will inform you of the delay and keep you updated on progress.
If You Remain Dissatisfied
If you are not satisfied with our final response, you may ask for a further review. We will consider whether any new information has been provided or whether there is any aspect of our handling that requires reconsideration.
Where relevant, we will explain any external options that may be available to you, such as seeking independent advice. These options will depend on your specific circumstances, type of service, and the nature of the complaint.
Removals and Handling of Goods
For complaints relating specifically to removal services and handling of goods, we may need additional supporting information such as inventories, photographs or written descriptions of any alleged loss or damage, along with timing of discovery and any mitigation steps taken.
Our consideration of such complaints will always take account of our published terms and conditions, any declared values, limitations of liability and insurance arrangements that may apply to your service. We will explain clearly how these factors influence the outcome of your complaint.
Confidentiality and Data Protection
All complaints are handled in accordance with our data protection obligations. Information you provide will be used only for handling and resolving your complaint, training, monitoring and improving our services, or where we are legally required to disclose it.
We will share complaint details internally only with those who need the information to investigate and respond. We do not share complaint information with third parties except where necessary for service delivery, legal compliance or with your explicit consent.
Using Feedback to Improve Our Services
Every complaint is an opportunity to review and enhance our storage and removal services. We regularly monitor and analyse complaint trends to identify training needs, improve procedures, refine communication and strengthen service standards.
By following this Complaints Procedure, Storage Goodmayes aims to ensure that concerns are heard, addressed fairly and used to support ongoing improvements for all our customers.
