Storage Walworth Complaints Procedure
This Complaints Procedure explains how you can raise concerns about Storage Walworth services, including storage and related removal activities, and how we will handle and resolve those concerns. Our aim is to deal with all complaints fairly, consistently and within reasonable timeframes.
Scope of this Complaints Procedure
This procedure applies to all customers who use Storage Walworth for storage, removals, packing, transport, or any associated services. It covers issues such as service quality, staff conduct, communication, billing, loss or damage, delays, or any other dissatisfaction arising from our services.
This procedure does not cover employment disputes, supplier and contractor issues, or matters that are already the subject of legal proceedings or insurance claims that have progressed beyond our internal review.
Our Commitments
When you raise a complaint with Storage Walworth, we will:
Listen carefully to your concerns and treat you with respect and courtesy at all times.
Record the details of your complaint accurately and keep your information secure and confidential, in line with our privacy obligations.
Investigate your complaint thoroughly and objectively, considering all relevant facts.
Provide a clear explanation of the outcome, including any corrective actions or remedies we offer.
Use feedback from complaints to help improve our storage and removal services.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can resolve it quickly, ideally at the time the issue occurs or shortly afterwards.
Step 1: Raise the Issue Informally
In the first instance, please speak to the member of staff you have been dealing with, or the on-site supervisor or team leader. Many concerns about storage access, packing, loading, collection times, or documentation can be resolved immediately through discussion and clarification.
When raising the issue, please provide:
Your full name and the name the booking or storage agreement is under.
Any relevant reference such as booking number or unit number.
Dates and times of the events you are complaining about.
A clear description of what went wrong and the outcome you are seeking.
Step 2: Submit a Formal Complaint
If your concern cannot be resolved informally, or you remain dissatisfied with the initial response, you may submit a formal complaint in writing. Written complaints allow us to review the matter in detail and keep a clear record of all points raised.
When submitting a formal complaint, please include:
Your name and contact details for correspondence.
Any account, storage unit or booking references.
A detailed description of the issue, including key dates, staff involved where known, and any supporting information you wish us to consider.
Details of any previous attempts to resolve the issue and why you are still dissatisfied.
The resolution or outcome you feel would be fair in the circumstances.
How We Handle Your Complaint
Acknowledgement
Once we receive your formal complaint, we will acknowledge it within a reasonable period. The acknowledgement will confirm that we have started our review and will outline the next steps and expected timescales for a full response.
Investigation
Your complaint will be reviewed by an appropriate member of the management team who was not directly involved in the events complained about, wherever practical. The investigation may include:
Reviewing your booking records, inventory, storage agreement and any removal instructions.
Checking logs relating to collection, transport, storage access or delivery.
Speaking with staff members who were present or involved in providing the service.
Reviewing photographs, notes, or other documentation, where available.
Response
After completing the investigation, we will provide you with a written response. This will set out:
Our understanding of your complaint.
The findings of our investigation.
Any offer of remedy, such as an explanation, apology, corrective action, service amendment, or where appropriate, a financial adjustment or referral to insurers.
Any steps we plan to take to prevent similar issues in future, where applicable.
Timeframes
We aim to resolve most complaints as quickly as possible. Many straightforward issues can be settled within a short period. More complex matters, especially those involving third-party carriers, insurance queries, or extensive records, may take longer.
If we cannot provide a full response within our initial estimated timeframe, we will inform you of the delay and indicate when you can expect a final decision.
Escalating Your Complaint
If you are dissatisfied with the outcome of our investigation or the remedy offered, you may request an escalation. Your complaint will then be reviewed at a more senior level within Storage Walworth, who will consider whether:
The investigation was conducted fairly and thoroughly.
The decision reached was reasonable in light of the evidence.
Any additional information you provide leads to a different conclusion.
Following this review, we will explain whether the original decision is upheld, varied or overturned, and confirm our final position.
Complaints Relating to Loss or Damage
Where your complaint relates to loss or damage to goods during storage or removal activities, it may need to be considered in line with our terms and conditions, any inventory or condition report, and any insurance arrangements. In some cases, the matter may be handled as an insurance claim. We will explain the process that applies, any evidence required, and any time limits for notifying loss or damage.
Reasonable Behaviour and Fair Use
We are committed to treating all customers fairly and respectfully, and we expect the same courtesy in return. We may decline to engage with behaviour that is abusive, threatening, discriminatory or unreasonably persistent. In such circumstances, we may limit the method or frequency of communication, while still handling the substance of any genuine complaint as fairly as possible.
Continuous Improvement
Storage Walworth values all feedback, including complaints, as an important source of learning. Issues raised help us review our procedures for storage bookings, removals planning, packing standards, handling of goods, access control and customer communication. We may use anonymised complaint data to train staff and improve our services.
Updates to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, industry practices or legal requirements. The most current version will apply to all new complaints from the date it is published.
