Storage Kenley Complaints Procedure
This complaints procedure explains how Storage Kenley will handle any concerns you may have about our storage or removal services. We are committed to resolving issues fairly, transparently and as quickly as possible. This procedure applies to all customers using our facilities or associated removal and transport services.
Our Commitment to You
We aim to provide a reliable, professional and courteous service at all times. If something goes wrong, we want to know so that we can put matters right and improve our services. Every complaint is taken seriously and is handled in a consistent and structured way.
We will always aim to:
Listen carefully to your concerns, treat you with respect and keep an open mind. Investigate the matter thoroughly and objectively. Explain our findings clearly, using plain language. Offer a suitable remedy where we are at fault, in line with our terms and conditions. Use your feedback to improve our procedures and staff training.
What Is a Complaint
A complaint is any expression of dissatisfaction from a customer about our storage or removal services, staff conduct, communication or the way we have carried out, or failed to carry out, our obligations. You do not need to use the word complaint for this procedure to apply.
Typical examples include concerns about bookings, handling of goods, conduct of drivers or warehouse staff, billing and charges, or how we have responded to a previous query.
How to Raise a Complaint
You can raise a complaint in person at our site, by letter or through our online contact channels. Please provide as much information as you can, including your full name, any booking or reference numbers, the dates and locations involved, and a clear description of what went wrong. The more detail you give us, the easier it is for us to investigate.
If your complaint relates to removal or transport services connected to your storage, please include details of the collection and delivery addresses, the time of the move and any crew names you remember.
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with the staff member you have been dealing with or the site manager. Many issues can be resolved quickly and informally at this stage, often on the same day.
The team will listen to your concern, clarify any points, and may ask questions to understand the situation fully. Where possible, they will offer an immediate explanation or solution. If they cannot resolve the issue straight away, they will explain what will happen next and when you can expect an update.
Stage Two: Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the matter is serious, you can make a formal complaint. Please state clearly that you wish your concern to be treated as a formal complaint under this procedure.
On receipt of your formal complaint, we will:
Acknowledge your complaint within a reasonable time, usually within five working days. Record the details in our complaint log. Allocate your complaint to a manager or senior member of staff who is not directly involved in the matter being complained about, where possible.
We will then investigate your complaint, which may involve reviewing documents, checking booking records, examining storage or removal schedules, and speaking with any staff or third parties involved.
Investigation and Response Timescales
We aim to complete our investigation and provide you with a full response within twenty working days of acknowledging your complaint. If we need more time because the matter is complex or key staff are unavailable, we will let you know, explain the reason for the delay and give you a revised timescale.
Our written response will normally include:
A summary of your complaint. The steps we took to investigate. Our findings and reasoning. Any actions we will take to put things right or to prevent a recurrence. Information about what you can do if you remain dissatisfied.
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, possible outcomes may include an apology, an explanation, corrective action, staff training or process changes, or where appropriate, remedies in line with our contract terms and any applicable insurance or cover you have selected.
Any remedy will be considered carefully and applied consistently with our terms and conditions, including limitations and exclusions relating to storage, transport and handling of goods.
If You Remain Dissatisfied
If you are not satisfied with our formal response, you can ask for your complaint to be reviewed by a more senior manager. Please explain why you remain unhappy and what further outcome you are seeking.
The senior manager will review the handling of your complaint and our decision, and may carry out further investigation where needed. We will then provide a final response, setting out our position and any further actions we propose to take.
Complaints Involving Third Parties
In some cases, our services may involve third parties, such as independent removal contractors or specialist service providers. Where your complaint involves a third party, we will liaise with them as part of our investigation. While we cannot accept liability for actions outside our control, we will do our best to assist you in reaching a fair outcome.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with data protection laws. Information is shared internally only with those who need it to investigate and respond to your complaint. We retain complaint records for a reasonable period to monitor performance and improve our services.
Using Complaints to Improve Our Service
Your feedback is valuable. We regularly review complaints data to identify patterns and areas where we can improve, such as storage procedures, vehicle loading practices, customer communication or staff training. By telling us when something has gone wrong, you help us enhance the experience for all customers using our storage and removal services.
This complaints procedure does not affect your statutory rights or any rights you may have under your contract with us.
