Storage Islington Complaints Procedure
This complaints procedure explains how Storage Islington handles concerns and complaints about our storage and removal-related services. We are committed to resolving issues quickly, fairly and transparently. All complaints are taken seriously and are used to help us improve our services for customers who store goods with us or use us in connection with moving and removals.
Our commitment to you
Storage Islington aims to provide reliable storage facilities and associated services, including support for customers during moves. If something goes wrong, we want to know. Our commitment is to:
Listen to your concerns and treat you with respect and courtesy at all times.
Investigate your complaint impartially and, where necessary, speak to all relevant team members.
Respond within reasonable timescales and keep you updated on progress.
Provide a clear explanation of the outcome and any steps we will take to put things right.
Use what we learn from complaints to improve our storage and removal-support services.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service. This can include issues related to:
Customer service, communication or conduct of our staff or representatives.
Quality or availability of storage units or associated facilities.
Arrangements connected with collection, loading, unloading or liaison with removal services.
Billing, invoicing, charges or contractual matters related to your storage agreement.
Security, access or handling of your property while it is in our care.
You do not need to use formal language to make a complaint. If you tell a member of our team that you are unhappy and want the issue looked at, this will be treated as a complaint.
How to make a complaint
You can make a complaint in person at our premises or in writing. Please clearly state that you wish to make a complaint and provide as much detail as you can, including:
Your full name and any reference or account number related to your storage or removal-related booking.
The date and time of the issue, and where it occurred.
A description of what happened and who was involved.
Any steps you have already taken to try to resolve the matter.
What outcome you are seeking, such as an explanation, apology, correction, or review of charges.
Providing clear information helps us investigate more quickly and accurately.
Stage 1: Frontline resolution
In many cases, complaints can be resolved quickly and informally at the point they arise. This is called frontline resolution. A member of our team will:
Listen carefully to your concerns and clarify any points if needed.
Check any relevant records relating to your storage or associated removal arrangements.
Try to resolve the issue immediately, where this is practical and appropriate.
If we cannot resolve your complaint straight away, we will explain why and tell you what will happen next.
Stage 2: Formal investigation
If your complaint cannot be resolved at the frontline, or if you are not satisfied with the initial response, you may ask for a formal investigation. Your complaint will then be reviewed by a manager or a senior member of the team who was not directly involved in the original issue.
During a formal investigation we will:
Confirm the details of your complaint and the outcome you are seeking.
Gather relevant information, including statements from staff and any third parties involved in storage or removal arrangements.
Review contracts, records, booking forms, access logs and payment history where relevant.
Assess whether our policies and procedures were followed correctly.
We will aim to provide a written response within a reasonable period, explaining our findings, any decision made, and the reasons for that decision. If we need more time to investigate, we will let you know and provide an updated timescale.
Outcomes and remedies
Once the investigation is complete, we will tell you the outcome and, where appropriate, any remedies we propose. Depending on the circumstances, this may include:
An explanation of what went wrong and why.
A clear apology where our service has fallen below the standard you are entitled to expect.
Correcting records, charges or documentation related to storage or any removal-related arrangements.
Taking practical steps to resolve an ongoing problem where this is within our control.
Reviewing and improving our procedures, staff training or communication.
Any remedies will be proportionate to the nature of the complaint and the impact on you.
If you remain dissatisfied
If you do not agree with the outcome of our investigation, you may ask for your complaint to be reviewed. We will arrange for a more senior person to consider whether the complaint has been handled fairly and in line with this procedure.
In your request for a review, please explain which parts of the decision you disagree with and why, and provide any additional information or documents you want us to take into account.
Confidentiality and data protection
All complaints are handled in confidence. Information will only be shared with those who need it in order to investigate and respond to your concerns. We will keep records of complaints and outcomes securely and in accordance with data protection requirements. These records help us monitor trends and improve our storage and removal-related services over time.
Accessibility and assistance
We aim to make our complaints process accessible to all customers, including those who may need assistance due to language, disability or health conditions. If you need help to set out your complaint, or would prefer to communicate in a particular way, please tell us and we will do our best to accommodate your needs.
Continuous improvement
Storage Islington uses feedback and complaints as a valuable source of information about how well our storage and removal-support services are working. We regularly review complaints data to identify patterns, prevent issues from recurring and improve how we look after customers and their property.
By following this complaints procedure, we aim to give you confidence that any concerns you raise will be taken seriously, investigated properly and used to enhance the quality and reliability of our services.
