Storage Lisson Grove Complaints Procedure
Storage Lisson Grove is committed to providing a reliable and professional service for customers using our storage and removal services. We recognise that occasionally things may not go as planned, and when this happens we want to resolve issues quickly, fairly and consistently. This Complaints Procedure sets out how you can raise a complaint, how we will respond, and what you can expect from us at every stage.
Purpose of this Complaints Procedure
The aims of this procedure are to make it easy for you to tell us when you are dissatisfied, to ensure complaints are handled promptly and fairly, and to help us improve the way we deliver storage and removal services in the future. We treat all complaints seriously and use the information to review our processes, staff training and customer communication.
What Is a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, staff conduct, communication, charges, handling of goods or any other aspect of your experience with Storage Lisson Grove, where you would like a response or resolution. You do not need to label your concern as a formal complaint for us to treat it as one.
Who Can Make a Complaint
This procedure can be used by any customer or former customer of Storage Lisson Grove, or by someone acting with their permission. This includes individuals and businesses who have used our storage units, packing services, transport and removal services, or related support services.
How to Raise a Complaint
You can raise a complaint in writing or verbally. So that we can investigate effectively, please provide as much detail as you can, including your full name, the dates of the service, booking or reference details if available, a clear description of what went wrong, how you have been affected, and what outcome you are seeking. If you are complaining on behalf of someone else, we may ask for confirmation that you have their permission to do so.
Stage 1: Informal Resolution
In many cases, concerns can be resolved quickly by speaking directly to the member of staff you have been dealing with or to a supervisor. We encourage you to let us know as soon as possible if you are unhappy with any aspect of our storage or removal services. Our team will aim to understand the issue, provide an explanation where needed, and, where appropriate, take immediate steps to put things right.
If we cannot resolve the matter immediately, we may ask for a short amount of time to look into the details and come back to you with a proposed solution. If you are not satisfied with the outcome at this stage, you can ask for your complaint to be treated as a formal complaint under Stage 2.
Stage 2: Formal Complaint
If your concern is not resolved informally, or if the issue is more serious or complex, you may make a formal complaint. Formal complaints will be reviewed by a manager or senior member of staff who was not directly involved in the original matter wherever possible. When we receive your formal complaint, we will acknowledge it within a reasonable timeframe and let you know that it is being investigated.
During our investigation we may contact you for further information or clarification. We may review service records, booking details, removal schedules, storage unit documentation, correspondence and any other relevant information to understand what has happened and what should have happened.
Once our investigation is complete, we will send you a written response setting out our findings, any action we propose to take, and the reasons for our decision. Where we find that something has gone wrong, we will explain what we are doing to resolve the issue and to prevent similar problems from occurring in the future.
Timeframes
We aim to resolve informal complaints as quickly as possible. For formal complaints, we will aim to acknowledge your complaint promptly and to provide a full response within a reasonable period of time, taking into account the complexity of the matter and the level of investigation required. If we cannot provide a full response within our usual timeframes, we will let you know the reason for the delay and when you can expect a final response.
Escalation and Further Review
If you are not satisfied with the outcome of your formal complaint, you can request that your complaint be reviewed again. A more senior manager will then consider whether the complaint has been handled fairly, whether our decision was reasonable in light of the evidence, and whether any further action is appropriate. We will then provide a final written response confirming our position.
Our Commitment to Fairness
All complaints are handled confidentially and with respect for everyone involved. We will treat you fairly, listen to your concerns, and make decisions based on the evidence available. Making a complaint will not affect the level of service you receive from us for any ongoing or future storage or removal work.
Learning From Complaints
Complaints help us understand how our storage units, collection and delivery services, packing, handling and customer communication are working in practice. We regularly review complaints data to identify patterns and areas where we can improve. This may lead to changes in our procedures, staff training, documentation, or the way we plan and deliver removal and storage services.
Accessibility and Support
If you need help to make a complaint, or if you require adjustments due to language, disability or any other reason, please let us know. We will do our best to support you so that you can fully explain your concerns and receive a clear response.
Records and Confidentiality
We keep records of complaints and how they were resolved in line with our data protection obligations. Information is only shared with those who need it to investigate the complaint or to implement any agreed actions. Your personal information is treated securely and used only for the purposes of handling your complaint and improving our services.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of storage and removal services offered by Storage Lisson Grove. We may update the procedure from time to time to reflect changes in our operations, feedback from customers, or developments in industry good practice.
