Complaints Procedure for Storage Surrey Quays
Storage Surrey Quays is committed to providing a reliable, professional service across our storage and removal operations. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This page explains how you can make a complaint, how we will handle it, and what you can expect from us throughout the process.
Scope of this complaints procedure
This complaints procedure applies to any customer who has used, or attempted to use, our storage, collection, delivery or related removal services. It covers issues arising before, during or after your booking, including customer service, handling of goods, billing, administration and communication.
This procedure is designed to be transparent, fair and accessible. You will not be treated less favourably because you have raised a concern or made a complaint in good faith.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to review the situation and respond. Examples include, but are not limited to:
Delay or missed collection or delivery appointments
Concerns about the condition or handling of your items
Issues with storage arrangements or access
Disputes about charges, invoices or payment terms
Concerns about the conduct, courtesy or professionalism of our team
Problems with the accuracy of information or documentation we have provided
If you are unsure whether your issue is a complaint or a simple query, raise it with us and we will guide you through the appropriate process.
How to make a complaint
You can make a complaint in writing or verbally. While we will accept complaints in any reasonable format, written complaints help us understand the matter more clearly and keep an accurate record.
When submitting your complaint, please provide the following information where possible:
Your full name and any reference number related to your booking
The date of your booking or service
A clear description of what went wrong, including relevant dates and times
Details of any staff members you dealt with, if known
Any supporting information, such as inventories, photographs or copies of correspondence
What outcome you are seeking, such as an explanation, an apology or a review of charges
Stages of our complaints process
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will log it in our internal system and arrange for an appropriate member of staff to review it. We aim to acknowledge receipt of your complaint within a reasonable timeframe. Our acknowledgement will confirm that we have received your complaint and provide an indication of when you can expect a full response.
Stage 2: Investigation
Your complaint will be investigated by a staff member who is suitably experienced and, where possible, not directly involved in the matter you are complaining about. The investigation may include:
Reviewing your booking details and service records
Checking relevant correspondence and paperwork
Speaking with team members who were involved
Inspecting any related evidence you have supplied
We may contact you during this stage if we need further information or clarification.
Stage 3: Response and outcome
After we have completed our investigation, we will write to you with our findings. Our response will aim to:
Summarise the complaint and the issues you raised
Explain the steps we took to investigate
Set out our decision and the reasons for it
Confirm any actions we will take to resolve the matter
Where we find that something has gone wrong, we will seek to put things right in a fair and proportionate way. This may include providing an explanation or apology, correcting an error, reviewing charges in accordance with our terms, or taking steps to improve how we deliver our storage and removal services in the future.
If you remain dissatisfied
If you are not satisfied with our response at the end of Stage 3, you can ask for your complaint to be reviewed again. When you do this, please explain why you disagree with our findings or outcome and provide any additional information you think is relevant.
A more senior member of our team will then review the complaint, the investigation and the decision previously made. They may decide to uphold the original outcome, modify it or carry out further investigations. We will then write to you with our final position on your complaint.
Time limits
We encourage you to raise any concerns as soon as possible so that we can address them promptly and accurately. Complaints raised long after the event may be more difficult to investigate thoroughly, particularly if records are no longer available or staff have changed. However, we will always review the circumstances and do what we reasonably can to assist.
Our commitments to you
When you make a complaint about our storage or removal services, we will:
Treat you with courtesy and respect at all times
Handle your complaint confidentially, sharing information only where necessary to investigate and respond
Take your concerns seriously and investigate them fairly
Provide clear explanations in plain language
Use lessons learned from complaints to improve our services and internal processes
Data protection and confidentiality
All complaints are handled in line with our data protection responsibilities. Information you provide in connection with your complaint will be used only for the purposes of handling and reviewing your concerns, and for monitoring and improving our services. We will retain complaint records for a reasonable period, in line with our retention policies and legal obligations.
Review of this complaints procedure
We keep this complaints procedure under regular review to ensure it remains clear, fair and effective for customers using our storage and removal services. Any updates will be published on this page so that you can see the most current version of our process.
