Storage Grange Park Complaints Procedure
This Complaints Procedure explains how Storage Grange Park will handle any concerns or complaints you may have about our storage or removal-related services. We aim to resolve issues fairly, promptly and transparently, and to use customer feedback to improve the quality and reliability of our services.
Purpose of this Complaints Procedure
The purpose of this procedure is to give you a clear and accessible process for raising any dissatisfaction with our services, staff or policies. It covers services such as storage, collection, delivery, handling of goods and associated removal activities. This document sets out how to tell us about a problem, how we will respond, and what you can do if you are unhappy with the outcome.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about a service you have received or expected to receive from Storage Grange Park, whether it relates to our storage facilities, removal arrangements, administration, billing, customer service, or conduct of staff. You do not need to use the word complaint for us to treat your feedback as such. If you tell us you are unhappy and would like a response, we will log and manage it under this procedure.
Our Commitments to You
When you raise a complaint with Storage Grange Park, we will act in line with the following commitments:
We will treat you with courtesy and respect at all times.
We will listen carefully and aim to understand the full details of your concern.
We will keep an open mind and handle your complaint fairly and impartially.
We will respond within the timescales set out in this procedure, or explain if more time is required.
We will keep you informed about progress and any actions taken.
We will record complaints in order to review patterns and improve our storage and removal services.
How to Make a Complaint
We encourage you to raise any issues as soon as possible so that they can be addressed promptly. You can make a complaint in the following ways:
In person: You can speak to a member of staff at our premises and explain the problem. Where possible, we will try to resolve the matter straight away.
In writing: You may submit your complaint in writing, setting out your name, relevant service details, dates and a clear description of the issue. Please include any information that will help us understand the situation, such as reference numbers, collection or delivery dates, and any previous discussions you have had with us.
When submitting your complaint, please ensure you clearly state that you wish it to be considered under the Storage Grange Park Complaints Procedure.
Information We Need From You
To help us investigate your complaint efficiently, please provide:
Your full name and any company name if applicable.
Details of the service you received, such as storage unit number or removal booking details.
The date and approximate time when the issue occurred.
A clear description of what went wrong and how it has affected you.
Copies of any relevant documents you hold, such as booking confirmations, inventories or invoices.
Any steps you have already taken to try to resolve the matter informally.
How We Will Handle Your Complaint
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of our team to conduct an initial review. We aim to acknowledge your complaint within a reasonable period of receiving it. The acknowledgement will confirm that we have received your complaint, outline the next steps, and advise when you can expect a full response.
Stage 2: Investigation
Your complaint will be investigated by a manager or another suitably senior member of staff who is not directly involved in the issue, where possible. The investigator may:
Review your account and service history.
Check booking records, removal instructions and storage documentation.
Discuss the matter with team members involved in providing your service.
Inspect relevant storage areas or review handling procedures where appropriate.
We may contact you if further information or clarification is required. Our goal is to establish a balanced understanding of what has happened and whether our standards, policies or contractual obligations have been met.
Stage 3: Response and outcome
Once the investigation is complete, we will provide a written response setting out:
A summary of your complaint.
The steps we took to investigate it.
Our findings and any conclusions reached.
Any corrective or improvement actions we will take.
Where appropriate, this may include an apology, an explanation, a practical solution relating to the service, or confirmation that we have updated internal procedures to help prevent similar issues in future.
Timeframes
We aim to resolve most complaints as quickly as possible. The time required will depend on the nature and complexity of the issue, including whether it relates to storage access, transport, removal scheduling, third-party involvement or claims processes. If we cannot provide a final response within a reasonable period, we will update you on progress and let you know when we expect to be able to respond in full.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint at the initial stage, you may request a review. Your request should set out why you remain dissatisfied and what you would like us to consider. Where possible, your complaint will be reviewed by a senior member of staff who has not previously been involved in the matter. Following this review, we will confirm whether our original decision is upheld or if any further action is required.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information will only be shared internally with those who need it to investigate and resolve your complaint, or where we are legally required to share it with external bodies. We will retain complaint information for an appropriate period so that we can monitor trends, demonstrate how issues have been managed and support improvements to our storage and removal services.
Using Feedback to Improve Our Services
Storage Grange Park takes complaints and feedback seriously. By raising a concern, you help us identify where our procedures, training, communication or on-site practices can be strengthened. We regularly review complaint records to recognise recurring issues and make changes intended to improve the experience for all customers using our storage facilities and related removal services.
This Complaints Procedure does not affect your statutory rights or any rights you may have under your contract with Storage Grange Park.
