Storage Old Oak Common Complaints Process
Storage Old Oak Common aims to deliver reliable storage and removal services with clear communication and careful handling of customer property. If something goes wrong, we want to know about it so we can put matters right and reduce the chance of similar issues happening again. This complaints procedure explains how to raise a concern, how we will respond, and the standards you can expect from us at each stage.
Purpose of This Complaints Procedure
The purpose of this procedure is to give customers a straightforward way to tell us when they are dissatisfied with any part of our storage or removal services. This includes issues such as the condition of storage units, handling of goods, billing or invoicing, access arrangements, customer service, or the conduct of our staff or contractors. We review all feedback and complaints carefully so that we can improve the quality, safety, and reliability of our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether storage, removals, or associated activities, where a response or resolution is expected. The complaint may relate to a single incident or a series of events. We treat all complaints seriously, whether they are minor concerns that can be resolved quickly or more complex issues that need a detailed investigation.
How to Raise a Complaint
We encourage customers to raise concerns as soon as possible so that we can address them while events are still recent and information is easier to verify. You can make a complaint verbally or in writing. When raising a complaint, please provide as much detail as you can, including your full name, details of your storage unit or removal booking, relevant dates and times, a clear description of what has gone wrong, and what outcome you are seeking. The more information you provide, the easier it will be for us to investigate and respond.
Stage One: Initial Resolution
In many cases, concerns can be resolved quickly and informally at the first point of contact. If you raise a complaint with a member of our team, they will aim to understand the issue, clarify any details, and seek an immediate or short term resolution where possible. This may include explaining how our processes work, correcting misunderstandings, or taking quick practical steps to resolve the problem, such as adjusting access arrangements or correcting an invoice.
If you are satisfied with the explanation or action taken at this stage, the complaint will be closed. However, if the matter is more complex, involves potential damage or loss, or cannot be resolved informally, it will move to the formal complaint stage.
Stage Two: Formal Complaint and Investigation
If your concern is not resolved at the initial stage, you can ask for it to be treated as a formal complaint. At this point, we will record the complaint in our internal system and acknowledge receipt within a reasonable period of time. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
A member of our management team will review the information you have provided, check any relevant records, and speak with staff or contractors involved in the storage or removal service. Where appropriate, we may contact you to clarify details or request further information, particularly for complaints involving alleged loss, damage, or safety concerns.
Once the investigation is complete, we will provide a written response setting out our findings, any conclusions we have reached, and any actions we propose to take. Actions may include an apology, a practical remedy, a goodwill gesture, or changes to our internal procedures or staff training. If we do not uphold your complaint, we will explain our reasons clearly.
Timeframes for Responses
We aim to acknowledge formal complaints promptly and to complete our investigation within a reasonable time. The time required will depend on the nature and complexity of the complaint, the availability of relevant information, and whether third parties need to be consulted. If we are not able to provide a full response within our target timescale, we will update you on progress and give an indication of when we expect to conclude our review.
Stage Three: Escalation
If you are not satisfied with the outcome of the formal complaint, you may ask for your case to be reviewed again. An escalation review will usually be handled by a more senior member of our team who has not been directly involved in the earlier stages. They will consider the original complaint, our previous response, and any additional information you wish to provide.
Following this review, we will confirm whether we uphold the original decision or whether we consider that a different outcome or further action is appropriate. This will normally be our final internal position on the matter.
Complaints Involving Loss or Damage
Where a complaint concerns alleged loss of items, damage to goods during storage or removals, or other property related issues, we may ask for supporting documentation, such as photographs, inventories, or proof of value. This helps us assess the claim fairly and consistently. We will also review any relevant terms and conditions that were in place at the time of the service, including any limitations or exclusions of liability that may apply.
Any settlement or remedy offered in relation to loss or damage will be considered in line with our contractual obligations, our insurance arrangements where applicable, and the specific circumstances of the case.
Our Commitment to Fairness and Confidentiality
We treat all complaints in a fair, impartial, and respectful manner. Making a complaint will not affect your right to use our storage or removal services, provided that normal account and safety conditions are met. Personal and account information shared in the context of a complaint will be handled in line with our privacy practices and will only be shared internally with staff who need it to investigate and resolve the matter.
Learning From Complaints
Complaints provide valuable insight into how our storage and removal services are working in practice and where we can improve. We regularly review complaint outcomes to identify any recurring issues, training needs, or changes that may be required to our procedures, documentation, or communication. By doing this, we aim to reduce the likelihood of similar problems arising in future and to maintain a consistent standard of service for all customers.
Accessibility and Support
If you need help to make a complaint, or if you have specific communication requirements, please let us know when you first contact us. We will do our best to make reasonable adjustments so that you can explain your concerns clearly and receive information about your complaint in a way that is accessible to you.
We value the trust that customers place in Storage Old Oak Common to look after their belongings and support their moves. This complaints procedure is part of our commitment to transparency, accountability, and continual improvement in the way we deliver storage and removal services.
