Storage Marylebone Complaints Procedure
Storage Marylebone is committed to providing a professional and reliable storage and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put things right and improve our services. This complaints procedure explains how to raise a concern, what you can expect from us, and how we will work with you to reach a fair outcome.
Our Commitment to You
We aim to handle all complaints promptly, fairly, and consistently. Every complaint is taken seriously, whether it relates to storage, removals, handling of belongings, customer service, or any other aspect of our operations. Our goals are to understand what has happened, resolve matters where we can, and learn from your feedback.
We will always treat you with courtesy and respect. In return, we ask that you communicate your concerns clearly and provide as much relevant information as possible so that we can fully investigate the issue.
What Is a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether it is justified or not, that requires a response from us. This may include concerns about:
Service quality or reliability, including collection, delivery or storage of goods.
Conduct, attitude or behaviour of our staff or contractors.
Damage to, or loss of, your belongings while in our care.
Charges, invoicing or clarity of pricing information.
Communication, including correspondence, updates or response times.
We welcome feedback of all kinds. If you are unsure whether your concern is a complaint, you may still raise it and we will handle it under this procedure where appropriate.
Stage One: Informal Resolution
Where possible, we encourage you to raise any concerns as soon as they arise, so that they can be resolved quickly. In the first instance, please contact the team member or service representative you have been dealing with. Often, issues can be addressed informally through clarification, an explanation, or a simple corrective action.
Please provide the following information to help us understand the situation:
Your full name and any reference or booking details.
A clear description of what went wrong.
Relevant dates, times and locations relating to the service provided.
Any supporting information you feel is important, such as photographs or copies of documents.
We will aim to acknowledge your concern promptly and to offer a response or proposed solution within a reasonable timeframe. If we are unable to resolve your complaint informally, or if you remain dissatisfied, you may escalate the matter to a formal complaint.
Stage Two: Formal Complaint
If your concern cannot be resolved informally, or you prefer a more formal process, you can submit a formal complaint. Please set out your complaint in writing and include as much detail as possible, including what outcome you are seeking. Clear and detailed information enables us to carry out a thorough investigation.
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable period.
Assign your complaint to an appropriate person who was not directly involved in the original issue, where practicable.
Review all relevant information, including any records, photographs or statements that may assist in understanding what happened.
We may contact you to clarify details, request additional information or discuss possible options for resolving the matter. We will then provide a written response setting out our findings, any conclusions reached and, where appropriate, the steps we will take to address the issue.
Timeframes for Response
We aim to handle complaints efficiently while allowing sufficient time for a fair and careful review. Timeframes may vary depending on the complexity of your case and the availability of any third parties whose input is required, such as insurers or specialist contractors. If we need more time than originally indicated, we will let you know and keep you updated on progress.
Possible Outcomes and Remedies
Where a complaint is upheld, we will consider appropriate remedies. These may include:
Providing an explanation or clarification of what happened and why.
Offering an apology where we have fallen short of our standards.
Taking practical steps to correct an error or oversight, where possible.
Reviewing and, where appropriate, adjusting internal procedures or staff training.
The outcome will depend on the circumstances of the specific complaint, relevant terms and conditions, and any legal or contractual obligations that apply to our storage and removal services.
Further Escalation
If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed at a higher level within the company. This review will consider whether the original investigation was thorough and whether the outcome was reasonable in light of the information available.
Where applicable, you may also have rights to refer certain matters to external bodies, alternative dispute resolution services, your insurer, or legal advisers. Any such avenues will depend on the nature of your case and any contracts or policies in place.
Complaints Involving Loss or Damage
If your complaint concerns alleged loss of or damage to property during removal or while in storage, it is important that you notify us as soon as possible. Prompt notification helps us to investigate effectively, identify the cause, and, where appropriate, liaise with insurers or other relevant parties.
Please keep any damaged items, packaging and photographs that may assist in assessing the issue. We will review your claim in line with our terms and conditions and any applicable insurance arrangements.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve your case, or where required by law. We will process any personal data you provide in accordance with applicable data protection laws and our internal policies.
Using Complaints to Improve Our Service
We value complaints as an important source of feedback about our storage and removal services. We review complaint outcomes to identify trends, recurring issues and areas for improvement. This may lead to updates to our procedures, additional staff training, or changes to how we communicate with our customers.
By raising a complaint, you help us improve the service we provide to you and to other customers in the future.
Contacting Us About a Complaint
You can raise a concern or submit a formal complaint in writing. Please include your full name, relevant reference details, and a clear description of the issue. We encourage you to keep copies of any correspondence and supporting documents for your records. We will handle your complaint in line with this procedure and aim to resolve matters as fairly and efficiently as possible.
