Storage Bermondsey Complaints Procedure
Storage Bermondsey is committed to providing reliable storage and removal services and to dealing fairly and promptly with any concerns. This Complaints Procedure explains how you can raise an issue, how we will respond, and what you can do if you remain dissatisfied. It applies to all customers using our storage, moving, and related services.
Our Commitment to You
We aim to deliver a professional, safe, and efficient service at all times. When something goes wrong, we want to know about it so we can put matters right where possible and improve our services for the future. We will treat every complaint seriously, handle it confidentially, and communicate with you clearly and respectfully.
What This Procedure Covers
This procedure covers complaints about our storage facilities, removal and transportation services, customer service, administration of your account, handling of your goods, billing issues, and any aspect of our processes that you feel has not met the standards you expected.
This procedure is not designed for day to day enquiries, booking changes, or general feedback. Those should be raised with our team through normal contact channels so they can be resolved quickly and informally.
Raising an Informal Concern
In many cases, issues can be resolved quickly by speaking with a member of our team as soon as a problem arises. We encourage you to raise any concerns at the earliest opportunity so we can investigate promptly. Our staff will try to resolve the matter on the spot or within a short period of time, depending on the nature of the issue.
When raising an informal concern, please provide as much detail as possible, including your full name, storage unit or booking reference, the date and time of the incident, and a clear description of the problem. This helps us to review the situation accurately.
Making a Formal Complaint
If your concern is not resolved informally, or if you prefer to make a formal complaint straight away, you can do so in writing. A written complaint allows us to review your issue carefully and provides a clear record of the points you wish to raise.
When making a formal complaint, please include the following information so we can deal with it efficiently:
Your full name and contact details, your customer or booking reference if available, dates and times relevant to the complaint, a description of what happened, who you dealt with, and what outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
If your complaint relates to our removal services, it is helpful to include details of addresses involved, pick up and delivery dates, and any inventory or condition notes taken at the time of service.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable period, usually within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
Your complaint will be assigned to an appropriate member of our management team who is not directly involved in the matter you have raised, wherever possible. They will review the details, speak with any staff involved, and consider any relevant records such as booking information, service reports, and storage or removal documentation.
We will aim to provide a full response within twenty working days of acknowledging your complaint. If, for any reason, we need more time to complete a thorough investigation, we will let you know and explain the reasons for the delay, together with an expected timescale for our final reply.
Our Response
Our written response will set out our understanding of your complaint, the steps we have taken to investigate it, our findings, and any actions we intend to take. Where we find that something has gone wrong, we will aim to offer a fair resolution. This may include an apology, an explanation, corrective action, a review of internal procedures, or, where appropriate and in line with our terms and conditions, a financial adjustment or contribution.
Where we do not uphold your complaint, we will explain the reasons clearly and refer you to any relevant contract terms, service descriptions, or evidence relied upon in reaching our conclusion.
If You Are Still Unhappy
If you remain dissatisfied after receiving our response, you may ask for a further review. Your request should explain which parts of our decision you disagree with and why. A senior member of our team will then reconsider your complaint, the investigation that has been carried out, and the conclusions reached.
After this review, we will provide you with a final response. This will mark the end of our internal complaints process. At this stage, we will also confirm whether there are any external options available to you, such as advisory bodies or industry schemes, depending on the nature of your complaint and the services used.
Time Limits for Complaints
To help us investigate effectively, please raise any complaint as soon as possible after the issue arises. Delays in reporting may affect our ability to gather accurate information, especially in relation to storage unit condition, removal services, and the handling of goods.
Where your complaint relates to loss or damage, our terms and conditions may include specific time limits for reporting and for providing supporting information. Please ensure you refer to those terms, as they will apply in addition to this Complaints Procedure.
Recording and Using Complaint Information
We record information about complaints to monitor performance and identify trends. This helps us to improve our storage and removal services, staff training, and customer communication. Complaint records are kept securely and handled in line with applicable data protection requirements. Information from complaints may be anonymised and used to review policies and procedures so that recurring issues can be addressed proactively.
Review of This Procedure
Storage Bermondsey keeps this Complaints Procedure under regular review to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services, industry standards, or legal requirements. The version published on our website will always be the most current and will apply to complaints raised at that time.
We value all feedback, whether positive or negative, and appreciate customers taking the time to tell us about their experiences. Your comments help us to maintain and improve the service we provide across our storage and removal operations.
