Storage West Ham Complaints Procedure
This complaints procedure explains how Storage West Ham will deal with any concerns or complaints about our storage facilities, removal services, or related customer support. Our aim is to resolve issues quickly, fairly, and consistently, while learning from feedback to improve our services.
Scope of this complaints procedure
This procedure covers complaints about any service provided by Storage West Ham, including storage units, collection and delivery, removals, packing support, handling of belongings, invoicing, and customer care. It also covers complaints about the way a previous complaint has been handled.
We treat all complaints seriously, whether they are made by current customers, past customers, potential customers, or other people affected by our services. This procedure does not cover disputes that have already been fully resolved under this process or matters that are being handled by a court or official regulatory body.
Our commitment to you
When you raise a complaint with Storage West Ham, we will:
Listen carefully to your concerns and treat you with respect at all times. Take every complaint seriously, regardless of its size or nature. Aim to resolve straightforward issues as quickly as possible, often within our frontline team. Investigate more complex complaints thoroughly and objectively. Keep you informed about the progress of your complaint and the outcome. Use what we learn to improve how we manage storage, removals and customer service in the future.
How to make a complaint
You can make a complaint to Storage West Ham in any reasonable written form. To help us understand and resolve the matter promptly, please include the following information where possible:
Your full name and, if relevant, your company name. Your account or contract reference, if you have one. A clear description of what has gone wrong and when it happened. Which service is involved, for example storage unit booking, removal service, collection, delivery or billing. Any steps you have already taken to try to resolve the matter. What you would like us to do to put things right.
If your complaint relates to a removal or storage booking, please include relevant dates and locations so that we can trace the job and investigate properly.
Stage one: frontline resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or with our customer service team. Many issues can be resolved immediately or within a short timeframe when they are brought to our attention early.
At this stage, our focus is on understanding the problem, putting right any straightforward errors, and clarifying any misunderstandings. Where we can resolve your complaint at this stage, we will confirm the outcome to you.
Stage two: formal complaint review
If your complaint cannot be resolved at stage one, or if you remain dissatisfied with the initial response, you may ask for a formal review. At this stage, your complaint will be considered by a more senior member of staff who was not directly involved in the matter you are complaining about.
For a formal review, we may ask you to set out your complaint clearly in writing, so we understand exactly what has happened and what outcome you are seeking. We will acknowledge your formal complaint and outline the next steps in the process.
During the review we may:
Examine relevant records and documentation relating to your storage or removal service. Speak with staff members involved in arranging or delivering the service. Clarify any points of detail with you if needed.
Once our review is complete, we will provide you with a clear response, explaining our findings, any action we propose to take, and our reasons. Where appropriate, we may offer apologies, corrective action, service improvements, or other suitable remedies.
Timeframes for handling complaints
We aim to acknowledge all complaints within a reasonable time after receiving them. Straightforward complaints that can be resolved at the frontline stage are usually addressed promptly.
More complex complaints that require a formal review may take longer. In such cases, we will keep you informed of our progress and provide an estimated timescale for a full response. If there are unavoidable delays, we will let you know and explain why.
Confidentiality and data protection
All complaints will be handled in confidence and in line with our obligations under data protection law. Information about your complaint will only be shared with staff who need it to investigate and respond. We will store complaint records securely and retain them only for as long as is necessary for managing the complaint and meeting our legal obligations.
Fairness and equal treatment
Storage West Ham is committed to treating all complainants fairly and without discrimination. We will not treat you unfavourably because you have raised a concern or made a complaint. Our team will remain courteous and professional throughout the process, and we ask that complainants treat our staff in the same way.
Using feedback to improve our services
Complaints and comments provide valuable feedback that helps us improve our storage and removal services. We regularly review complaints data to identify patterns, recurring issues, and opportunities for service improvement. Where we identify areas for change, we will consider adjustments to our procedures, staff training, or communication so that future customers benefit from a better experience.
If you remain dissatisfied
If you remain dissatisfied after our formal complaint review, you may choose to seek independent advice regarding your rights. This may include discussion with a professional adviser or relevant body that can help you understand the options available. Any external escalation does not prevent us from continuing to communicate with you in an effort to resolve matters constructively where possible.
Updates to this complaints procedure
Storage West Ham may update this complaints procedure from time to time to reflect changes in our services, in industry practice or in applicable law. The version in force at the time you make your complaint will be the one that applies to your case, and we will do our best to make any important changes clear and understandable.
We value all feedback, whether positive or negative, and we appreciate the opportunity to address any concerns you may have about our storage or removal services.
