Storage Bromley Complaints Procedure
This complaints procedure explains how Storage Bromley manages and resolves complaints about our storage facilities and our associated removal and collection services. Our aim is to deal with every concern promptly, fairly, and consistently, and to use feedback to improve our services.
Our Commitment to You
We are committed to providing a professional, reliable and courteous service at all times, whether you are using our storage units, arranging a collection or delivery, or booking a full removal service. If something goes wrong, we want to know about it. We will investigate your concerns, keep you informed and, where appropriate, offer an explanation, a solution or a remedy.
We treat all complaints seriously and use the information we receive to review our processes, staff training and operational standards.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff or processes, whether justified or not. This may include, but is not limited to:
Service issues such as delays, missed or late removal appointments, or problems with access to your storage unit.
Concerns about the handling, loading, unloading or transport of your belongings, including damage or loss.
Issues relating to invoices, quotations, charges or payment terms.
Concerns about the conduct, attitude or communication of any member of our team or contractors working on our behalf.
Concerns about safety, security, cleanliness or maintenance of our storage facilities.
If you are unsure whether your concern is a complaint, you should still raise it with us so that we can look into it.
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can fully understand and investigate your concerns. Useful information includes:
Your full name and the name on the storage or removal agreement.
Any reference numbers related to your booking, contract or invoice.
Dates and times of the incident or service you are unhappy with.
A clear description of what happened and why you are dissatisfied.
Any evidence that may help us look into the matter, such as photographs, inventories or notes taken at the time.
What you would like us to do to resolve your complaint, if you have a preferred outcome.
All complaints will be logged on our internal system so that they can be tracked and monitored from start to finish.
Our Complaints Handling Stages
Stage 1: Frontline Resolution
In many cases, your complaint can be resolved quickly by the member of staff you have been dealing with, or by a duty supervisor or manager. We will always try to resolve your concerns at this first stage wherever possible.
We will acknowledge your complaint and aim to give you an initial response within a reasonable time frame, normally within five working days. Where the issue is straightforward and does not require a detailed investigation, we may be able to resolve it immediately or within a short period.
Stage 2: Formal Investigation
If your complaint cannot be resolved at Stage 1, or if you are not satisfied with the initial response, you can ask for a formal investigation. At this stage, your complaint will be reviewed by a manager who was not directly involved in the matter you are complaining about, where possible.
The manager will:
Review the details of your complaint along with any supporting documents.
Speak with you to clarify any points, if required.
Gather information from staff members, drivers, removal teams, or contractors involved.
Review relevant records, such as booking notes, inventories, condition reports and logs.
We will aim to provide a written response to a Stage 2 complaint within 15 working days of escalation. If, due to the complexity of the matter, more time is needed, we will let you know and provide an updated timescale.
Outcomes and Remedies
Once we have completed our investigation, we will explain our findings and the reasons for our decision. Where your complaint is upheld in whole or in part, we will seek to offer a suitable remedy. Depending on the circumstances, this may include:
An explanation and, where appropriate, an apology.
Taking corrective action, such as amending records, adjusting your booking, or improving our procedures.
Offering practical solutions, such as rescheduling removal dates, providing additional assistance, or implementing additional checks for storage access.
Considering financial remedies where our terms and conditions and any applicable insurance or protection options allow for this, particularly in cases involving proven damage or loss.
All remedies are considered on a case by case basis in line with our contracts, insurance cover and legal obligations.
Escalation Beyond Our Internal Procedure
After we have completed our internal complaints process, if you remain dissatisfied with the outcome, you may choose to seek independent advice or refer the matter to an appropriate external body, depending on the nature of your complaint. This may include alternative dispute resolution or consumer advice services. We will provide you with a final position statement on request, summarising the steps we have taken and our conclusion, which you can share with any external party you consult.
Your Responsibilities When Making a Complaint
To help us deal with your complaint effectively and fairly, we ask that you:
Provide accurate and complete information.
Raise your complaint as soon as reasonably possible after the issue arises, especially where time-sensitive matters such as removal dates and storage access are involved.
Communicate with our team in a respectful manner.
Cooperate with our investigation by responding to requests for information or clarification.
Where relevant, you should also review your contract documents and any protection or insurance options you selected, to understand the limits and conditions that apply to your service.
Using Feedback to Improve Our Services
We view complaints and feedback as an important source of information about how our storage and removal services are performing in practice. We regularly review complaint trends to identify recurring issues, staff training needs, and opportunities to improve our processes, communication and customer experience. By following this procedure, we aim not only to resolve individual complaints but also to ensure we continually improve the quality and reliability of our services.
This complaints procedure does not affect your statutory rights.
