Storage Limehouse Complaints Procedure
Storage Limehouse is committed to providing a reliable, professional and courteous 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 resolve the issue promptly and improve our service. This complaints procedure explains how you can raise a concern or complaint, how we will respond, and the steps available for escalation.
Purpose and Scope of This Procedure
This procedure applies to all customers using Storage Limehouse for storage, removals, packing, or associated services. It is designed to offer a clear and fair process for addressing complaints, whether they relate to service quality, staff conduct, handling of goods, billing, communication, or any other aspect of our operations.
This complaints procedure does not affect your statutory rights or any rights you have under the terms and conditions of your storage or removal agreement with us. It sits alongside those rights and explains our internal process for dealing with complaints.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about the service you have received from Storage Limehouse, where a response or resolution is explicitly or implicitly expected. This may include:
Concerns about the way your storage unit, container or allocated space has been managed, issues with the handling, packing or transportation of your belongings during a removal, delays or missed appointments for collections or deliveries, concerns regarding staff behaviour, professionalism or communication, and disputes about invoices, charges or the application of our terms and conditions.
We encourage you to raise concerns as soon as you become aware of an issue. Early communication often allows us to resolve matters quickly and informally.
Stage One: Informal Resolution
Where possible, we aim to resolve issues informally at the earliest opportunity. If you are unhappy with any aspect of our storage or removal service, please speak with the staff member you have been dealing with or the on-site supervisor. Provide as much detail as you can, including relevant dates, times, and a description of what went wrong.
Many issues can be resolved immediately or within a short period by clarification, an explanation, or practical steps to put things right. If you remain dissatisfied after this initial discussion, or if you prefer not to raise the matter informally, you can move to the formal complaints stage.
Stage Two: Formal Complaint
If informal resolution is not suitable or has not addressed your concerns, you may submit a formal complaint. Your complaint should clearly explain what happened, when it happened, which service or booking it relates to, and what outcome you are seeking. Including supporting information such as inventories, photographs, or notes can help us understand the situation more clearly.
Once your formal complaint is received, we will acknowledge it within a reasonable time. A manager or designated complaints handler will then review your complaint. This may involve checking internal records, speaking with team members involved in your storage or removal service, and reviewing any relevant correspondence or documentation.
We aim to provide a full written response within a reasonable timeframe. If we require more time due to the complexity of the issue, we will let you know, explain the reason for any delay, and give an updated timescale for our response.
Our Approach to Investigating Complaints
We handle all complaints fairly, consistently and with an open mind. Our objective is to understand what happened, whether our service met the expected standard, and what we can do to resolve the situation. We will consider:
The information provided by you and by any staff involved, the relevant terms and conditions and any service commitments we have made, the practical steps available to correct or mitigate the issue, and any changes we can make to prevent similar problems reoccurring for other customers.
Where we identify that we have made a mistake or not delivered the level of service we aim for, we will explain what went wrong and what we will do to put matters right where possible.
Stage Three: Escalation and Review
If you are not satisfied with the outcome of the formal complaint, you may request an internal review. This escalation step involves a more senior manager, not previously involved in the matter, re-examining the complaint, the investigation and the decision.
During this review, we may ask you for further information or clarification. After considering all available evidence, we will provide you with a final response explaining our findings and any further actions we will take. This represents the conclusion of our internal complaints procedure.
External Advice and Your Rights
This procedure does not limit your right to seek independent advice or to pursue external routes where applicable. Depending on the nature of your complaint, you may wish to take advice on consumer rights, contract law, or insurance coverage relating to storage or removals. You are free to do this at any stage, although we encourage you to allow our internal procedure to run its course first, as many issues can be resolved without the need for further steps.
Complaints Involving Damage or Loss
Where a complaint relates to alleged damage or loss of goods in storage or during removal, we may ask for detailed inventories, photographs and other evidence. It is important to notify us of any damage or loss as soon as reasonably possible after you become aware of it, in line with the terms and conditions of your agreement.
We will assess such complaints with reference to the contract between us, the type of service provided, any liability limits, and any insurance arrangements in place. We will explain clearly how these factors affect our response and any proposed remedy.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and responding to your complaint, managing our services, and meeting any legal or regulatory obligations. We will retain records of complaints in line with our data protection and record-keeping policies.
Continuous Improvement
We view feedback and complaints as an important part of improving our storage and removal services. We periodically review the nature and frequency of complaints to identify patterns, training needs, or changes to our processes that may enhance customer experience. By telling us when something has gone wrong, you help us to refine our services for all customers.
Storage Limehouse appreciates the time taken by customers to raise concerns, and we are committed to dealing with every complaint in a respectful, timely and constructive manner.
