Storage Perivale Complaints Procedure
Storage Perivale is committed to providing reliable storage and removals-related services and to treating every customer fairly. If something goes wrong, we want to know about it so we can put it right and improve our service. This Complaints Procedure sets out how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose and Scope of this Procedure
This procedure applies to all customers who use Storage Perivale for storage, removals-related assistance, packing, handling, or associated services. It covers complaints about our service quality, communication, handling of goods, conduct of staff, charges and invoicing, and the way we manage bookings and contracts.
This procedure does not cover employment disputes, internal staff matters, or issues that are already subject to legal proceedings. It is designed for customer service complaints about our day-to-day operations.
Our Commitment to You
When you raise a complaint with Storage Perivale, we will:
Listen carefully and treat your concern seriously.
Acknowledge your complaint and explain the next steps.
Investigate the matter fairly and objectively.
Keep you informed of progress where the issue cannot be resolved immediately.
Provide a clear response outlining our findings, decisions, and any actions we will take.
Use feedback to improve our storage and removals-related services and customer care.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible, ideally while the issue is still recent. This helps us investigate effectively and reach a fair outcome.
You can raise a complaint in writing or verbally. Please provide as much detail as you can, including:
Your full name and any relevant booking or account reference.
A description of what went wrong, including dates and times where known.
Details of the services involved, for example storage unit rental, removals-related assistance, packing, or transportation support.
The outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
If someone is submitting a complaint on your behalf, they should confirm that they have your permission to do so.
Stage One: Initial Resolution
Many concerns can be resolved quickly and informally. In the first instance, please raise your complaint with the member of staff you have been dealing with or the relevant on-site contact. They will aim to understand the issue and, where possible, resolve it immediately or within a reasonable timeframe.
At this stage we will:
Clarify the details of your complaint and what you would like to happen.
Check relevant records, such as booking details, inventory notes, access logs or invoices.
Attempt to provide a solution, explanation or corrective action without delay.
If you are satisfied with the outcome, the complaint will be considered resolved and no further action is needed.
Stage Two: Formal Complaint Review
If you are not satisfied with the response at Stage One, or if the matter is more complex, you may request a formal review. This will be carried out by a manager or senior member of the Storage Perivale team who was not directly involved in the original issue wherever possible.
For a formal review, please clearly state that you wish to escalate your complaint and include any additional information or documents you feel are relevant. The reviewing manager will acknowledge your complaint and advise you of the expected timescale for a full response.
During the formal review we may:
Contact you to clarify details and confirm the key points to be investigated.
Interview staff members or contractors who were involved.
Examine service records, photographs, inventory lists, or incident notes where applicable.
Review applicable terms and conditions relating to storage and removals-related services.
After completing the review, we will provide a written response explaining:
The steps taken to investigate your complaint.
Our findings and any conclusions reached.
Any corrective actions, remedies or service improvements we will implement.
Timeframes for Handling Complaints
We aim to resolve straightforward complaints at Stage One as soon as possible. Where a more detailed investigation is required, particularly at Stage Two, we will work to a reasonable and proportionate timescale. If we anticipate that our review will take longer than originally indicated, we will let you know and provide an updated timeframe.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
A clear explanation or clarification of what happened and why.
An apology where we have fallen short of our standards.
Corrective actions to address service issues, such as changes to processes or staff training.
A review of charges associated with storage or removals-related services, where appropriate.
Other reasonable steps aimed at putting matters right, taking into account the circumstances of the case.
Fairness, Confidentiality and Data Protection
All complaints are handled in a professional and respectful manner. We will treat you fairly and will not discriminate against anyone who raises a concern in good faith. Information you provide as part of a complaint will be handled in line with our data protection responsibilities and will only be shared with staff who need it to investigate and respond.
Using Complaints to Improve Our Services
Feedback and complaints help Storage Perivale to review and enhance the way we deliver storage and removals-related services. We may analyse complaints periodically to identify recurring themes and areas for improvement. Where appropriate, we will amend procedures, update guidance, and provide additional training for our team to reduce the likelihood of similar issues arising in the future.
Review of this Complaints Procedure
This Complaints Procedure is reviewed from time to time to ensure it remains clear, fair, and effective. Any updates will apply to future complaints and will not affect your statutory rights.
