Storage Harefield Complaints Procedure
This Complaints Procedure explains how Storage Harefield manages concerns and complaints about our removal, moving and storage services. Our aim is to resolve problems quickly, fairly and in a way that improves our service for future customers.
We treat every complaint seriously and use the feedback to review our procedures, staff training and day to day operations.
Scope Of This Complaints Procedure
This procedure applies to complaints relating to our removal services, packing, loading and unloading, storage services, handling of goods, customer service, administration, billing and invoicing, and any third parties acting directly on our behalf.
It does not cover matters that are being handled by insurers, claims relating to events outside our control, or issues that are already the subject of legal proceedings or regulatory investigation. In such cases we will explain which process applies and provide any information that we reasonably can.
Our Complaints Principles
When you raise a complaint with Storage Harefield, we will:
Listen carefully to understand the problem from your point of view. Treat you with respect, courtesy and professionalism at all times. Aim to resolve your concerns at the earliest possible stage. Investigate matters in a fair, balanced and impartial way. Keep your information confidential, sharing it only where necessary to handle the complaint. Use the outcome to improve our removals and storage services where appropriate.
How To Raise A Complaint
You can raise a complaint verbally or in writing. We encourage you to contact us as soon as possible after the issue arises so that it can be investigated while details are still clear.
When submitting a complaint, please provide the following information to help us handle it efficiently:
Your full name and any reference or booking number. The date and location of the service. A clear description of what went wrong and when it occurred. The names of any staff or crews involved, if known. Details of any financial loss or damage you believe has occurred. Any supporting information or documents that may assist our investigation.
If you raise a complaint verbally, we may ask you to confirm the main points in writing so that there is a clear record of your concerns and what you would like us to look into.
Stage One: Frontline Resolution
In many cases, issues can be resolved quickly by the team that handled your booking or service. As a first step, your complaint will usually be reviewed by a member of staff within that department.
We will aim to:
Acknowledge your complaint within a reasonable time. Clarify any points we do not fully understand. Try to resolve the matter promptly, usually within a short period. Provide an explanation, apology where appropriate, or a practical solution where we are able.
If your complaint is resolved at this stage, we will confirm the outcome to you. If you are not satisfied with the response, you can ask for your complaint to move to the next stage.
Stage Two: Formal Investigation
If your complaint cannot be resolved at the frontline, or is more serious or complex, it will be escalated for formal investigation. A manager or senior member of staff not directly involved in the original issue will normally handle this stage.
As part of the investigation we may:
Review service records, job sheets and inventory lists. Speak to team members and crew involved in the removal or storage. Examine any photographs or evidence you have provided. Consider our terms and conditions and relevant policies.
We will aim to provide a written response within a reasonable timeframe, depending on the complexity of the complaint and the information required. If we need longer, we will explain why and let you know when you can expect an update.
The outcome of the formal investigation will normally explain:
What we understand your complaint to be. The steps we have taken to investigate. Our findings and any conclusions we have reached. Any offer of remedy, goodwill gesture or corrective action, if appropriate. Any changes we plan to make to our procedures or staff training.
Stage Three: Further Review
If you remain dissatisfied after the formal investigation, you may request a further review. This request should clearly explain which aspects of the response you disagree with and why.
Where possible, a more senior member of staff or a different manager will review the previous handling of your complaint. They may uphold the original decision, change it, or propose an alternative resolution.
We will confirm the final position of Storage Harefield in writing. At this point our internal complaints process will normally be considered complete, although we will still take note of any further comments as feedback.
Complaints Involving Loss Or Damage
Where your complaint relates to loss of or damage to goods during removal or storage, the claims process under our terms and conditions and any applicable insurance cover may also apply.
In these cases we may ask for additional information, such as photographs of damage, purchase receipts or repair quotations. Time limits may apply to the notification of damage, and we will inform you of any relevant deadlines and next steps.
Resolving issues involving loss or damage can sometimes require input from insurers or external specialists. We will keep you updated on progress and explain who is responsible for each stage of the process.
Confidentiality And Data Protection
All complaints are handled in confidence. Information is only shared with those who need it to investigate, respond or implement any actions arising from the complaint.
We keep records of complaints and outcomes in line with our data protection obligations. These records help us to monitor service performance and identify areas where our removal and storage services can be improved.
Continuous Improvement
Storage Harefield is committed to providing reliable, professional removal and storage services. Complaints and feedback are an important source of information about how well we are meeting that commitment.
We regularly review complaints data to identify recurring themes, training needs and opportunities to refine our processes. Where necessary, we may change our working practices, introduce additional checks or provide further training to staff and removal crews.
By following this Complaints Procedure, we aim to deal with any concerns in a fair and transparent way, while continually improving the quality and reliability of our services.
