Storage Penge Complaints Procedure
Storage Penge is committed to providing a reliable, professional removal and storage service. If something goes wrong, we want to know about it and put it right. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and the standards you can expect from us throughout the process.
Our Commitment to You
We aim to deliver a dependable and careful service for all removal and storage customers. However, we recognise that issues can occasionally arise, including concerns about packing, handling of belongings, timings, communication, storage conditions, or charges. When this happens, we are committed to:
Listening carefully to your concerns and treating you with respect and courtesy.
Investigating complaints fairly, consistently, and without unnecessary delay.
Seeking to resolve issues at the earliest possible stage.
Learning from complaints to improve our services, processes, and staff training.
What Is a Complaint
A complaint is any expression of dissatisfaction about our removal or storage services, whether justified or not, where you would like a response or resolution. This may relate to:
The conduct, attitude, or performance of our staff or contractors during a removal or storage service.
Damage, loss, or perceived mishandling of items while in our care.
Delays, missed appointments, or scheduling issues.
Communication before, during, or after a move or storage period.
Invoicing, estimates, or how charges have been explained or applied.
Any other aspect of the service you have received from Storage Penge.
Who Can Make a Complaint
Any customer who has used our removal or storage services can make a complaint. A complaint can also be made on a customer’s behalf by an authorised representative, provided we are satisfied they have permission to act for you.
How to Raise a Complaint
We encourage you to raise concerns as soon as possible so that we can address them promptly. You can make a complaint verbally or in writing. When doing so, please provide:
Your full name and the address relating to the service provided.
Details of the service you received, including dates and, if known, any reference numbers.
A clear description of the issue and how it has affected you.
Any relevant supporting information, such as photos, inventory notes, or correspondence.
What outcome you are seeking, for example, an explanation, an apology, corrective action, or a review of charges.
Raising a complaint in writing is often helpful, as it allows you to set out the details clearly and provides a record of what has been raised. However, we will not refuse to accept a complaint because it is made verbally.
Stages of the Complaints Process
Stage One: Initial Response
Once you have raised a complaint, we will acknowledge it within a reasonable timeframe. Where possible, a member of our team who is directly responsible for the service area concerned will review the matter and aim to resolve it quickly.
At this stage, we may contact you to clarify details, request further information, or discuss possible solutions. Many issues can be resolved informally at this point through explanation, an apology where appropriate, or agreed practical steps.
Stage Two: Formal Investigation
If your complaint cannot be resolved at stage one, or you remain dissatisfied with the initial response, you can request a formal investigation. In this case:
A senior member of staff, not directly involved in the original issue where possible, will review your complaint.
We will examine relevant records, such as booking details, inventories, staff notes, and any photographs or documents you have provided.
We may contact you and any staff involved to gather further information and ensure a balanced view.
Following the investigation, we will send you a written response outlining:
The issues you raised and the steps taken to investigate them.
Our findings and any conclusions reached.
Any actions we propose to take, such as corrective measures, service improvements, or other remedies where appropriate.
Stage Three: Further Review
If you are still unhappy after the formal investigation, you can request a further review. This will normally be carried out by a senior manager or an appointed representative with authority to review previous decisions.
They will consider whether the complaint has been handled fairly and in line with this procedure, and whether the outcome is reasonable based on the evidence available. We will then provide a final response setting out our position.
Timeframes
We aim to handle complaints as promptly as we reasonably can. While specific timescales may vary depending on the complexity of the matter, our general approach is as follows:
Acknowledge your complaint within a reasonable period.
Seek to resolve straightforward issues at the initial stage as soon as possible.
For more complex complaints requiring investigation, keep you informed of progress, especially if additional time is required to gather information.
If we anticipate that an investigation will take longer than expected, we will let you know and provide an updated timescale.
Fairness and Confidentiality
All complaints will be treated fairly and without discrimination. Your complaint will not affect the level of service you receive from us in the future.
Information relating to your complaint will be handled sensitively and, where appropriate, confidentially. It will be shared only with those who need it to investigate and respond to the issues raised, or where we are required to share information by law.
Learning from Complaints
We view complaints as an important source of feedback and an opportunity to improve. Where a complaint highlights a weakness in our procedures, communication, or service delivery, we will consider what changes are needed. This may include staff training, updates to internal processes, or adjustments to how we plan and carry out removal and storage work.
By taking complaints seriously and responding to them constructively, Storage Penge aims to strengthen trust with our customers and continually enhance the quality and reliability of our services.
