Storage Bounds Green Complaints Procedure
Storage Bounds Green is committed to providing a reliable storage and removal service, delivered with professionalism and care. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve our service.
This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and what you can do if you remain dissatisfied with our response.
1. Purpose and scope
This procedure covers complaints about any aspect of our storage facilities, removal services, handling of your goods, customer service, billing and administration, or any other part of your experience with Storage Bounds Green.
We treat all complaints seriously, whether they relate to a one-off issue or an ongoing concern. Complaints may be made by customers, former customers, or anyone directly affected by our services.
2. What we mean by a complaint
A complaint is any expression of dissatisfaction about our services, whether storage or removals, where a response is reasonably expected. This may include, for example:
Concerns about the standard or reliability of our storage units or facilities.
Issues with collection, loading, transportation or delivery of items as part of a removal or move.
Concerns about the conduct or professionalism of our staff or contractors.
Disputes about charges, invoicing, or how payments have been applied.
Delays, communication problems, or a failure to follow agreed instructions.
We encourage you to let us know about any issue as early as possible, so we can resolve it swiftly and limit any inconvenience.
3. How to make a complaint
You can make a complaint in writing or verbally. Making your complaint in writing is usually helpful, as it allows you to set out all the relevant details clearly. However, we will never insist on a written complaint if you prefer to speak to us.
When submitting your complaint, please provide the following information where possible:
Your full name and the name under which the storage unit or removal booking is held.
The date and location of the service or incident you are complaining about.
A clear description of what went wrong or why you are dissatisfied.
Details of any conversations already held with our team about the issue.
Any reference numbers related to your booking, contract, or invoice.
What you would like us to do to resolve your complaint, if you have a preferred outcome.
We aim to acknowledge all complaints promptly and keep the process straightforward, whether you are raising a concern about storage arrangements, a removal booking, or any part of your customer experience.
4. Stage one: frontline resolution
In the first instance, we will try to resolve your complaint at the frontline stage. This means the team member who first receives your complaint will seek to understand the issue and agree a solution with you, where possible.
At this stage we will:
Listen carefully to your concerns and clarify any details we are unsure about.
Check the relevant booking, storage agreement, or job records.
Explain what may have happened and, if we are at fault, offer an apology.
Where appropriate, propose practical steps to put things right or prevent a recurrence.
Many complaints about storage access, scheduling of removals, or administrative errors can be resolved quickly at this stage. If you are satisfied with the outcome, the complaint will be closed.
5. Stage two: formal investigation
If your complaint cannot be resolved at the frontline stage, or if you are not satisfied with the initial response, you may request a formal investigation.
At this stage your complaint will be reviewed by a manager or a senior member of our team who was not directly involved in the original service. The investigation may include:
Reviewing your complaint and any supporting documents provided by you.
Checking internal records such as booking notes, inventory lists, and job sheets.
Speaking to staff members or contractors involved in the storage or removal service.
Assessing whether our policies and procedures were followed correctly.
We aim to provide a written response to a formal complaint within a reasonable timeframe, explaining:
What we have understood your complaint to be about.
The steps we have taken to investigate.
Our findings and whether your complaint is upheld, partially upheld, or not upheld.
Any actions we will take, such as corrective steps, goodwill gestures, or service improvements.
6. Escalation and further review
If you remain dissatisfied after the formal investigation, you may ask for a further internal review. This request should normally be made within a reasonable period after receiving our formal response and should explain why you are unhappy with the outcome.
Where appropriate, a senior manager or director will review how your complaint was handled, whether the investigation was fair and thorough, and whether the outcome was reasonable in light of the evidence. We will provide a final response once this review has been concluded.
7. Time limits for raising complaints
We ask that complaints be raised as soon as possible after the event you are concerned about. Timely complaints make it easier for us to check records, speak to staff involved, and consider any practical solutions, particularly in relation to storage access issues or removal schedules.
While we will always consider the circumstances, raising a complaint long after the event may limit the options available for resolution.
8. Our commitment to fairness and confidentiality
We handle all complaints impartially and on the basis of the facts. You will not be treated unfavourably for making a complaint in good faith. We may need to share details of your complaint with relevant staff or contractors in order to investigate and respond properly, but we will do so sensitively and only where necessary.
We will store information about your complaint securely and in line with our data protection obligations. Information will be retained only for as long as needed for the purpose of resolving the complaint and meeting our legal or regulatory responsibilities.
9. Using complaints to improve our services
Complaints are an important source of feedback for Storage Bounds Green. We regularly review the issues raised by customers to identify patterns, improve our storage operations, enhance our removal processes, and strengthen training for our teams.
By telling us when something goes wrong, you help us to deliver a more reliable and consistent service for all customers in the future.
