Storage Silvertown Complaints Procedure
Storage Silvertown is committed to providing a professional, reliable service to all customers using our storage and removal services. We understand that occasionally things can go wrong, and when they do, we want to resolve issues quickly, fairly, and transparently. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We treat all complaints seriously and use them as an opportunity to improve our services. When you make a complaint, we will aim to:
Listen carefully to your concerns and understand what has happened from your perspective.
Acknowledge your complaint promptly and clearly explain the next steps.
Investigate the matter thoroughly and impartially.
Provide a clear and timely response, including any remedies or corrective actions we propose.
Use the findings to improve our storage and removal processes and customer service.
What This Procedure Covers
This complaints procedure applies to all services supplied by Storage Silvertown, including but not limited to:
Domestic and commercial storage services.
Removal and transportation of goods to and from our facilities.
Associated services such as packing, handling, and customer support related to your booking or account.
You can use this procedure to report any aspect of our service that you believe has fallen below a reasonable standard, including service quality, conduct of team members, communication issues, or administrative errors such as billing or documentation.
How to Make a Complaint
You can make a complaint verbally or in writing. We encourage you to provide as much detail as possible, including:
Your full name and any relevant booking or account reference.
A clear description of the issue, including dates, times, and locations where relevant.
The names or descriptions of any staff members involved, if known.
Details of any financial loss, inconvenience, or damage you believe has occurred.
Copies of any supporting documents you may have, such as inventories, photographs, or written correspondence.
If you raise a concern in person or by telephone, we may ask you to confirm key details in writing so that we can ensure an accurate record of your complaint.
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with or with our on-site team at the earliest opportunity. Many issues can be resolved quickly and informally when they are brought to our attention straight away.
During this stage, we will:
Listen to your concerns and clarify any points we do not fully understand.
Check any relevant records, such as booking details, inventories, or notes.
Attempt to resolve the issue promptly, which may include offering an explanation, an apology where appropriate, or practical steps to put the matter right.
If you are not satisfied with the outcome at this stage, or if the matter is complex or serious, you may ask for your complaint to be handled under the formal complaints process.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, you may submit a formal complaint. When we receive a formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable timeframe, confirming that it is being treated under the formal procedure.
Assign a member of our management team to review and investigate the matter. Wherever possible, this will be someone who has not been directly involved in the issue you are complaining about.
Gather relevant information, which may include speaking with staff, reviewing records, examining inventories or move documentation, and checking any applicable terms and conditions.
We aim to provide a full written response within a reasonable and proportionate timescale, depending on the complexity of the matter. If we need more time to complete our investigation, we will inform you of this and explain the reasons for the delay.
Our response will explain:
The findings of our investigation.
Whether your complaint has been upheld, partially upheld, or not upheld.
Any steps we have taken or propose to take to resolve the matter, which may include practical remedies, service improvements, or, where appropriate, reference to any insurance or claims processes that may apply to loss or damage to goods.
Escalation and Further Review
If you remain dissatisfied after receiving our formal response, you may request a further review. In doing so, please explain which aspects of our decision you disagree with and why, and provide any additional information you believe is relevant.
The further review will be carried out by a senior member of our management team who has not previously handled your complaint, where possible. They will consider:
How your complaint was investigated and whether the process was fair and reasonable.
Whether our decision was appropriate in light of the evidence.
Whether any further action is required to resolve the matter.
We will provide a final response to you once this review is complete. This will represent the completion of our internal complaints procedure.
Complaints Involving Loss or Damage
If your complaint relates to loss of or damage to goods during storage or transportation, we will also take into account any relevant contract terms, inventory records, and evidence such as photographs or condition reports. In some situations, claims may need to be made through an applicable insurance policy, subject to the terms and coverage in place.
We will explain clearly which route applies to your situation and what information or documentation we require from you to assess the matter.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information is shared internally only with those who need it to investigate and resolve your complaint or to improve our services. We will retain complaint records for an appropriate period to help us monitor service standards and identify patterns or recurring issues.
Learning from Complaints
Storage Silvertown is committed to continually improving our storage and removal services. We review complaints regularly to identify any trends and to highlight areas where our procedures, training, or communication can be strengthened. Where we identify the need for change, we will take reasonable steps to implement improvements to reduce the likelihood of similar issues arising in the future.
By following this procedure, we aim to ensure that every complaint is handled fairly, consistently, and with respect for our customers and our team.
