Storage Selhurst Complaints Procedure
Storage Selhurst is committed to providing a reliable and professional service for customers using our storage and removal solutions. We aim to resolve any concerns quickly, fairly, and in a transparent way. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of This Complaints Procedure
The purpose of this procedure is to give all customers a clear and straightforward route to raise any dissatisfaction about our storage or removals services. This includes concerns relating to customer service, handling of goods, billing, communication, or any part of your experience with Storage Selhurst.
We use feedback and complaints to review our work, improve our processes, and enhance the quality of service we provide to people moving home, businesses relocating, or customers using our storage facilities.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. Examples include, but are not limited to:
Service not delivered as agreed, such as delays during removals or storage access issues. Concerns about the care, handling, or condition of your items. Problems with invoicing, charges, or quoted prices. Communication issues, including lack of updates or unclear information. The behaviour or conduct of any member of our team.
You do not have to use the word “complaint” for your concern to be treated as one. If you tell us you are unhappy and want us to respond, we will treat that as a complaint.
How to Make a Complaint
You can make a complaint in writing or verbally. So that we can investigate thoroughly, please provide the following information where possible:
Your full name and the name under which the booking or storage agreement is held. The date and location of the service, such as the removal date or storage start date. A clear description of what went wrong and when it happened. Any relevant reference numbers, such as your booking or contract details. What outcome or resolution you are seeking, if you have a preference.
If you raise a complaint verbally, we may ask you to confirm details in writing so that we can keep an accurate record and avoid misunderstandings.
Our Complaint Handling Stages
Stage 1: Initial Resolution
In the first instance, we encourage you to raise your concern with the team member you have been dealing with, such as your move coordinator or storage representative. Many issues can be resolved quickly at this stage through clarification, explanation, or immediate corrective action.
We aim to acknowledge and respond to straightforward complaints at this stage as soon as reasonably possible, normally within a few working days.
Stage 2: Formal Complaint Review
If your complaint cannot be resolved at the initial stage, or if you prefer to escalate it straight away, it will be treated as a formal complaint. At this stage we will:
Acknowledge your complaint in writing within a reasonable timeframe. Assign your complaint to a member of management who was not directly involved in the original issue where possible. Review all relevant information, which may include service notes, booking records, photographs, and statements from staff involved. Contact you if we need further details or clarification.
After our investigation, we will provide you with a written response explaining:
Our understanding of your complaint. The findings of our review. Any steps we have taken or propose to take to put matters right. Any changes we intend to make to our systems or training, if relevant.
We aim to complete this stage within a reasonable period, depending on the complexity of the issue and the availability of any additional information required.
Stage 3: Further Review
If you are not satisfied with our Stage 2 response, you may request a further review. When doing so, please explain why you remain dissatisfied and what you would like us to consider again.
At this stage, a senior member of the company will review how your complaint has been handled, the outcome reached, and whether our procedures have been followed correctly. We may contact you during this process to ensure that we fully understand your remaining concerns.
Following the review, we will issue a final written response outlining our position and any additional actions we will take.
Timescales
We aim to handle complaints promptly and keep you informed if any delay is likely. Some complaints, particularly those involving complex removals, storage investigations, or third party involvement, may take longer to fully resolve. In such cases, we will let you know the reason for the delay and give an updated timescale for our response.
Our Commitment to Fairness
All complaints are handled confidentially and in line with applicable legal requirements. We treat every complaint seriously, whether it relates to a one-off removal, long-term storage, or a combined service. No customer will be treated less favourably for raising a complaint in good faith.
We will use what we learn from complaints to improve staff training, update our procedures, and raise standards across our storage and removal services.
Keeping Records
We keep a record of complaints, including details of the issue, how it was investigated, and the outcome. These records help us monitor trends, identify recurring issues, and take preventative action where necessary.
Feedback and Suggestions
If you wish to provide feedback that is not a complaint, you are welcome to share your comments with us at any time. Positive feedback, suggestions for improvement, and general observations about our storage and removals services all help us to develop a better experience for customers planning a move or using our facilities.
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective for everyone who uses Storage Selhurst.
