Storage Lambeth Complaints Procedure
This Complaints Procedure explains how Storage Lambeth handles concerns, problems, and formal complaints about our services. It applies to all customers using our storage facilities and related removal and transport services. Our aim is to resolve issues fairly, transparently, and as quickly as possible.
Our commitment to resolving complaints
We are committed to providing a reliable and professional service for storage and associated removals. If something goes wrong, we want to know so that we can put it right and improve our service. All complaints are taken seriously and are dealt with in line with this procedure.
What this procedure covers
This procedure covers complaints about:
Service quality, including issues with storage units, collection or delivery of goods, handling of property, punctuality, and customer service during removals-related work. Administration and communication, including bookings, documentation, invoicing, and information provided before or during the service. Conduct of our staff and representatives, including behaviour on-site, during transport, and at our facilities. Any other dissatisfaction with the services we have agreed to provide.
This procedure does not cover complaints relating to matters outside our control, such as delays caused by third parties, road closures, or events we could not reasonably foresee. However, we will always explain what has happened and try to help where we can.
Informal resolution in the first instance
In many cases, issues can be resolved quickly and informally. If you are unhappy with any aspect of our storage or removal-related services, please raise the matter with the member of staff you have been dealing with, or with the on-site contact responsible for your booking.
We encourage you to tell us about problems as soon as they arise so that we can address them immediately. Our staff will listen to your concerns, clarify the issue, and try to find an acceptable solution. Where an informal resolution is not possible or you remain dissatisfied, you can make a formal complaint as set out below.
How to make a formal complaint
If you wish to make a formal complaint, please do so in writing. Written complaints help us to understand the issue clearly and to keep an accurate record. When submitting your complaint, please include:
Your full name and any reference or booking number. The date of the service or incident you are complaining about. A clear description of what went wrong, including relevant times, locations, and people involved. Details of any loss, damage, or inconvenience you believe occurred. Any steps you have already taken to raise the issue informally. What outcome or resolution you are seeking, if known.
We ask that you submit your complaint as soon as reasonably possible after the event, so that we can investigate effectively.
Acknowledgement of your complaint
Once we receive your formal complaint, we will record it in our internal complaints log. We will send you a written acknowledgement, confirming that we have received your complaint and outlining the next steps in the process. The acknowledgement will normally be issued within a reasonable period of time. If we need more information to understand the issue properly, we may ask you to provide clarification or further details.
Investigating your complaint
Your complaint will be investigated by an appropriate member of our management team who is not directly implicated in the matter wherever possible. The investigation may include:
Reviewing your complaint and any supporting documentation. Checking booking records, service notes, and relevant internal systems. Speaking with staff members and any third parties involved. Inspecting any photographic evidence, where available. Assessing whether our procedures and terms and conditions were followed correctly.
We aim to complete our investigation and provide a response within a reasonable timeframe, taking into account the complexity of the complaint. If more time is needed, we will let you know and explain why.
Our response and possible outcomes
Once the investigation is complete, we will provide you with a written response setting out:
A summary of your complaint. The steps we took to investigate the matter. Our findings and decision. Any remedy or action we propose.
Depending on the circumstances, possible outcomes may include an explanation or apology, corrective action to remedy an issue, a review or change of internal procedures, or other appropriate steps in line with our terms and conditions. Where compensation may be considered, this will always be assessed in accordance with our contractual obligations, any relevant insurance arrangements, and applicable law.
If you remain dissatisfied
If you are unhappy with our final response, you may ask for your complaint to be reviewed by a senior member of management, who will reconsider the information and any new evidence you provide. They will confirm whether the original decision is upheld, varied, or overturned and will explain the reasons for their conclusion.
Where appropriate, and depending on the nature of your complaint and the services provided, you may have the option of seeking independent advice or using alternative dispute resolution. Any such options will be outlined where relevant, subject to the scope of our services and applicable requirements.
Data protection and confidentiality
All complaints are handled in confidence. Information will only be shared internally with those who need it to investigate and resolve the issue. We will treat your personal data in accordance with our data protection obligations and our privacy practices, which explain how we collect, use, and store your information.
Using complaints to improve our service
We review complaints periodically to identify patterns, recurring issues, and opportunities for improvement. Feedback from customers helps us enhance the reliability of our storage solutions and our associated removals support, improve staff training, and refine our procedures. By raising concerns, you help us to provide a better, safer, and more efficient service for all customers.
Changes to this Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, in legal or regulatory requirements, or in industry best practice. The most recent version will apply to any new complaints received after the date of publication.
