Complaints Procedure for Storage Manor House
Storage Manor House is committed to providing a professional, reliable and courteous service for storage customers and those using our associated removal services. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right and improve the way we work. This page explains how to raise a complaint and what you can expect from us at every stage.
Our Commitment to You
We aim to resolve all complaints fairly, consistently and as quickly as possible. Every complaint will be treated with respect and will be investigated thoroughly. We will always seek to understand what went wrong, how it affected you, and what we can do to resolve the issue and prevent similar problems in the future, whether the concern relates to storage facilities, transport, handling of goods, or customer service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether related to storage arrangements, removal and delivery services, administration, communication or staff conduct. This includes, but is not limited to, concerns about the condition of goods after handling, punctuality of removal crews, clarity of documentation, or the way an issue has previously been dealt with. You do not need to use the word complaint for us to treat your concern seriously. If you are unhappy and want us to respond, it will be handled under this procedure.
Raising a Complaint Informally
Where possible, we encourage you to raise any concern informally in the first instance. Speaking directly to a member of our team, or the person you have been dealing with about your storage unit or removal booking, often allows issues to be understood and resolved quickly. Many problems can be addressed at this stage through clarification, an explanation, or a practical solution such as rearranging a service, reviewing documentation or revisiting agreed arrangements.
If an informal discussion does not resolve your concern, or you would prefer not to raise the matter informally, you may use our formal complaints process set out below.
How to Make a Formal Complaint
To help us deal with your complaint efficiently, please provide the following information when you contact us in writing or via our standard communication channels:
• Your full name and any relevant customer or booking reference.
• The date and nature of the service, such as storage move-in, move-out, or removal services.
• A clear description of what has gone wrong and how it has affected you.
• Any steps already taken to resolve the matter and any previous conversations with our team.
• What outcome you are seeking, for example an explanation, apology, corrective action or review of charges.
Please raise your complaint as soon as possible after the issue arises. Complaints are generally easier to investigate and resolve when events are recent and information is readily available.
Stage One: Acknowledgement and Initial Review
When we receive your formal complaint, we will acknowledge it and record the details in our internal system. An initial review will be carried out by a supervisor or manager who is not directly involved in the matter complained about wherever possible. During this stage, we may contact you to clarify details or request additional information, particularly if the complaint involves multiple services such as both storage and removal activities.
We will aim to provide a response within a reasonable timeframe. If we are unable to respond fully within that time, we will let you know and explain the reason for any delay, for example where we need information from third parties or to inspect relevant records.
Stage Two: Investigation and Response
The investigating manager will review all the information available, including account notes, service records, schedules, delivery or collection details, and any relevant correspondence. Where appropriate, they may speak to staff members, drivers or operatives involved in your storage or removal service.
After the investigation, we will provide you with a written response. This will typically include a summary of your complaint, the steps taken to investigate it, our findings, and any actions we intend to take. Possible outcomes may include an explanation or clarification, an apology, corrective action in relation to your service, or a review of our internal procedures and staff training.
Stage Three: Escalation and Review
If you are not satisfied with the outcome at Stage Two, you may request an internal review. Your complaint will then be considered by a more senior manager who has not previously been involved in the handling of the case. They will review both your original complaint and the earlier investigation to determine whether it was managed fairly and thoroughly and whether the outcome was reasonable in the circumstances.
Following this review, we will provide you with a final response setting out the result of the escalation and any further actions we propose to take. This is the final stage of our internal complaints procedure.
Confidentiality and Data Protection
All complaints are handled in line with our obligations regarding privacy and data protection. Information is shared only with those who need it to investigate and resolve the matter. Records of your complaint, our investigation and the outcome are retained for an appropriate period in line with our data retention policy.
Using Complaints to Improve Our Services
We actively review complaints data to identify trends and recurring issues. Feedback from storage and removal customers helps us refine our processes, improve communication, enhance staff training and raise service standards. By telling us when something has gone wrong, you give us an opportunity to learn and improve for all customers.
Availability of this Procedure
This complaints procedure is available to all customers of Storage Manor House, including those using our storage facilities, removal services, or a combination of both. You may request a copy of this procedure at any time. If you have specific accessibility needs, we will take reasonable steps to provide information in a suitable format or to explain the procedure verbally.
We value your custom and will always take your concerns seriously. Our aim is to resolve matters fairly, promptly and transparently, and to ensure that every complaint contributes to better service in the future.
