Storage Shirley Complaints Procedure
Storage Shirley is committed to providing a reliable and professional service for customers using our storage and associated removal services. We aim to resolve any concerns quickly, fairly, and in a way that helps us continually improve. This complaints procedure explains how you can raise a complaint, how we will respond, and what you can do if you remain dissatisfied.
1. Purpose and Scope of This Procedure
This complaints procedure applies to all customers and prospective customers of Storage Shirley. It covers complaints about our storage facilities, handling of goods, removal and transport services related to storage, customer service, billing, and administration. It does not cover disputes that are already the subject of legal proceedings, or issues that are more appropriately dealt with under separate contractual or insurance processes.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask for a response or resolution. This can include concerns about the standard of service you received, delays or missed appointments relating to removal or collection, errors in documentation or invoices, the condition of units or equipment, or the behaviour or conduct of our staff or contractors.
We encourage you to raise issues as soon as they arise. Prompt reporting gives us the best chance to put things right quickly, especially where storage access, transport schedules, or onward moves may be affected.
3. How to Raise a Complaint
You can raise a complaint in person at our site, by post, or through our online contact options. When submitting a complaint, please include your full name, the name on the storage or removal booking, relevant dates and times, a clear description of what happened, and what outcome you are seeking. Providing any supporting documents, such as inventory lists, photographs, or delivery notes, can help us review the matter thoroughly.
If your complaint relates to a scheduled removal, collection, or delivery, please tell us as soon as possible so we can minimise disruption and consider suitable alternatives where feasible.
4. Our Initial Response
We will acknowledge your complaint and record it in our internal system. Where you raise a concern in person, we will normally try to resolve it straight away. If this is not possible, we will confirm that your complaint is being formally investigated. For complaints received in writing or online, we will acknowledge receipt and let you know the next steps, including who will be responsible for handling your case.
During this initial stage, we may contact you to clarify details, request further information, or confirm your preferred method of communication for updates and the final response.
5. Investigation and Timeframes
Your complaint will be investigated by an appropriate member of the management team who was not directly involved in the issue wherever possible. They will review your account, relevant records, and any evidence provided, and may speak with staff members or contractors involved.
We aim to provide a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the complaint and the need to gather accurate information. If we are unable to conclude our investigation within our usual target timescales, we will update you, explain the reason for the delay, and provide an estimated date for our final response.
6. Our Decision and Outcomes
Once our investigation is complete, we will issue a clear response setting out what we have found, whether your complaint is upheld in full or in part, and any actions we will take. These actions may include an apology, corrective measures to address service issues, changes to our processes or staff training, or other practical steps designed to prevent similar problems occurring in future.
If your complaint involves losses or damage relating to stored or transported goods, we will explain any relevant contractual terms and direct you to the appropriate process, including insurance claims where applicable. Any remedies or compensation will be considered in line with our terms and conditions and applicable law.
7. If You Are Not Satisfied
If you remain unhappy with our decision or believe that your complaint has not been handled fairly, you can request that the matter be reviewed by a more senior manager. When you ask for a review, please explain why you disagree with our initial response and identify any information you believe has not been properly considered.
We will then arrange for an independent internal review, where a senior member of the team will look again at the details of your complaint, the steps already taken, and the outcome previously offered. We will provide you with a further written response once this review is complete.
8. Working With Removal Partners and Third Parties
In some cases, Storage Shirley may work with third party removal or transport providers in connection with your storage arrangements. Where your complaint involves such partners, we will liaise with them as part of our investigation. We will coordinate the process on your behalf where your complaint concerns services supplied under our arrangement with you.
Where appropriate, we may signpost you to the complaints process of a partner organisation or insurer, particularly where that body is best placed to decide on certain aspects of your complaint. We will make clear which parts of your concerns we can address directly and which fall under the responsibility of others.
9. Learning From Complaints
Complaints provide important feedback about how our storage and removal services operate in practice. We record and review complaint information to identify trends, recurring issues, and opportunities to improve. This may lead to updates to staff training, changes in operational procedures, reviews of our facilities and equipment, or improvements to our communication and documentation.
By following this procedure, we aim to deal with concerns consistently, respectfully, and constructively. We appreciate the time taken by customers to raise issues and remain committed to handling every complaint in a professional and transparent manner.
