Storage Surrey Complaints Procedure
Storage Surrey is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, prompt and professional way. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear and simple route for raising concerns about our storage facilities, removal services, customer service or any aspect of our operations. We aim to resolve issues quickly and informally wherever possible, but we also provide a structured process if a more formal investigation is required.
This procedure applies to all customers who use our storage units, removal services or related services. It also covers complaints made on behalf of a customer, provided that we can verify the authority to act on their behalf.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or about the way a previous concern has been handled. Examples include issues relating to:
Quality of storage services, including access, security or condition of units
Removal services, including handling of belongings, timing, or conduct of staff
Accuracy of information provided before, during or after a booking
Charges, invoices or clarity of pricing for storage or removals
Communication, including response times and courtesy
Failure to follow agreed instructions or contractual terms
General feedback, suggestions or routine queries are welcome, but they are not treated as complaints unless you clearly tell us that you wish to make a formal complaint.
How to make a complaint
You can raise a complaint in writing or verbally. You may contact us in person or through any of our usual communication channels. When making a complaint, please provide the following information to help us investigate efficiently:
Your full name and, where applicable, your company name
Details of the storage or removal service you used, including relevant dates
A clear description of what went wrong and when it occurred
Any supporting information, such as booking references, inventory lists or photographs
Details of any previous attempts to resolve the issue informally
What outcome or resolution you are seeking, if you have a preference
We encourage you to raise your concerns as soon as possible after the issue arises, as this makes it easier for us to investigate and respond effectively.
Our complaints handling stages
We aim to handle complaints in a structured way, with clear stages and timeframes. Timescales are targets rather than guarantees, but we will always seek to keep you updated if there is any delay.
Stage 1: Initial review and acknowledgement
Once we receive your complaint, we will record it in our internal system and arrange for an appropriate member of staff or manager to review it. We will normally acknowledge receipt of your complaint within a reasonable period of time. Where possible, we will clarify any missing details and confirm the next steps, including who will be handling your complaint.
Stage 2: Investigation
The person responsible for handling your complaint will investigate the issues you have raised. This may involve:
Reviewing your booking or storage agreement
Checking records such as inventories, schedules and notes from staff
Speaking to staff members involved in providing the service
Inspecting any relevant areas, such as storage units or loading areas
Reviewing any additional evidence you have provided
We aim to complete the investigation and provide a written or verbal response within a reasonable time. If the matter is complex or requires further time, we will let you know and explain why there is a delay.
Stage 3: Response and outcome
After we have completed our investigation, we will explain our findings and our decision. Where we uphold your complaint, we will also explain what we propose to do to put things right. Depending on the circumstances, possible outcomes may include:
An apology and explanation
Corrective action, such as updating records or adjusting future services
Review of our internal processes or staff training
Other forms of resolution appropriate to the nature of the complaint
We will always aim to be clear, fair and transparent in our reasoning and to address each of the points you have raised.
If you remain dissatisfied
If you are not satisfied with the outcome at the initial stage, you may ask for your complaint to be reviewed by a more senior member of our team. In doing so, please explain why you disagree with the initial decision and provide any additional information that you feel has not been taken into account.
The senior reviewer will consider the original complaint, the way it was handled, and the decision made. They may carry out further investigation if needed. Following this review, we will provide a final response setting out our position. This will normally conclude our internal complaints process.
Your responsibilities as a customer
To help us handle your complaint effectively, we ask that you provide accurate and complete information, respond promptly to any requests for clarification, and treat our staff with respect. We will not tolerate abusive, threatening or discriminatory language or behaviour. In such cases, we may limit how we communicate with you while still addressing the substance of your complaint.
Confidentiality and data protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will be shared only with staff who need it to investigate and resolve the matter, or where we are required to disclose it by law.
Continuous improvement
We value complaints as an opportunity to learn and improve our storage and removal services. We periodically review complaints received to identify any recurring issues, trends or areas where our procedures, communication or staff training can be strengthened. Our aim is to reduce the likelihood of similar problems arising in the future and to enhance the overall experience for our customers.
This complaints procedure is reviewed regularly and may be updated from time to time to reflect changes in our services, legal requirements or best practice. The version published on our website will always be the most current.
