Storage Grahame Park Complaints Procedure
This Complaints Procedure explains how Storage Grahame Park receives, records and resolves complaints about our storage and removal-related services. We are committed to treating all customers fairly, listening carefully to concerns and resolving issues promptly and transparently.
Purpose and scope
The purpose of this procedure is to provide a clear and accessible process for any customer who wishes to complain about any aspect of our services. This includes storage, collection, delivery, and any associated removal company activities carried out by or on behalf of Storage Grahame Park.
This procedure applies to all customers, whether private or commercial, and to all stages of your relationship with us, from initial enquiry through to the completion of storage or removal services.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where you would like a response or resolution. Examples include:
Concerns about the quality of storage facilities, handling of goods, removal or transport services, staff behaviour, communication, timelines, charges or invoicing, or how we have handled a previous query.
You do not need to use the word “complaint” for us to treat your concern as one. If you tell us that you are unhappy and want something put right, we will handle it under this procedure whenever possible.
How to make a complaint
You can make a complaint in writing or verbally. If you raise a concern with a member of staff in person or by phone, they will seek to resolve the issue immediately where possible. If it cannot be resolved on the spot, or if you prefer a formal response, your complaint will be recorded and escalated.
When making a complaint, please provide as much detail as possible, including your full name, the service you used, dates and times of the issue, any reference numbers, a description of what went wrong and what outcome you are seeking. Clear information helps us investigate more efficiently and thoroughly.
Stage one: informal resolution
In the first instance, we aim to resolve complaints quickly and informally. The staff member who receives your complaint will:
Listen carefully and take your concerns seriously, clarify any details to ensure they fully understand the issue, apologise where appropriate, and seek a practical resolution with you. This may involve checking records, liaising with our storage or removal teams, or consulting a supervisor.
Many issues can be resolved at this stage. If you are satisfied with the outcome, the complaint will be closed. If you are not satisfied, you may ask for your complaint to be escalated to the formal stage.
Stage two: formal complaint and investigation
If your complaint cannot be resolved informally, or if the issue is complex or serious, it will be handled as a formal complaint by a manager or an appointed complaints handler.
We will record your complaint in our internal system, review the information you have provided, and confirm that we have received your complaint. During the investigation we may request further details from you, review correspondence and service records, speak with staff involved, and assess any relevant policies, procedures or service agreements.
We aim to complete our investigation and provide a written response within a reasonable timeframe, subject to the complexity of the case. If more time is required, we will let you know and explain why.
Our response and possible outcomes
When the investigation is complete, we will write to you with a clear explanation of our findings, whether your complaint has been upheld in full, in part, or not upheld, and the reasons for our decision. Where a complaint is upheld, we will also outline any corrective actions.
Depending on the circumstances, outcomes may include an apology, clarification of information, remedial action to correct an error, service improvements, staff training, or other proportionate measures intended to put matters right as far as reasonably possible.
If you remain dissatisfied
If you are not satisfied with the outcome of the formal investigation, you may request a review. A senior member of the team, who was not directly involved in the original handling of your complaint, will reassess the case. They may re-examine evidence, seek additional information and consider whether the original decision and outcome were fair and reasonable.
Following this review, we will provide our final position on your complaint. We will explain any further options that may be available to you, which could include independent advice or external dispute resolution routes where applicable to storage or removal-related services.
Recording and monitoring complaints
We keep records of all complaints received, including the nature of the issue, how it was handled and the outcome. This information is used to monitor service quality, identify recurring issues and improve our storage and removal processes.
All complaint records are handled in line with applicable data protection requirements. Information is kept only for as long as is necessary and is used only for legitimate business and service improvement purposes.
Our commitment to fairness and confidentiality
We aim to handle every complaint fairly, consistently and without discrimination. Raising a complaint in good faith will not affect your right to use our services or the way we treat you as a customer.
We will treat your complaint and any accompanying information as confidential, sharing details only with those who need to know in order to investigate, respond or improve our services. All staff involved in the complaints process are expected to act professionally and respectfully at all times.
Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our customers and our range of storage and removal-related services. Any significant changes will be reflected in an updated version of this document.
