Complaints Procedure for Storage Parsons Green
Storage Parsons Green is committed to providing reliable storage and removal services. We recognise that, on occasion, things may go wrong. When this happens, we want to know so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose and Scope
This procedure applies to complaints about our storage and related removal services, including collection, handling, transport, and delivery of goods. It covers service quality, staff conduct, communication, and administrative issues such as billing or documentation. It is intended for individual and business customers who have used, or attempted to use, our services.
This procedure does not cover general enquiries, booking requests, or routine feedback that does not involve a specific concern. Those matters will be handled through our usual customer service channels.
Our Commitment to You
When you raise a complaint with Storage Parsons Green, we will:
• Treat your complaint seriously and with respect
• Acknowledge your concerns promptly
• Investigate the issues fairly and objectively
• Aim to resolve matters as quickly as possible
• Keep you updated on progress where appropriate
• Use the outcome to improve our storage and removal services
How to Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us to understand the issue clearly and maintain accurate records. In your complaint, please provide:
• Your full name and contact details
• Details of the service you used, including relevant dates
• A clear description of what went wrong
• Any supporting information, such as reference numbers or inventories
• What outcome you are seeking, if you have a preferred resolution
If you need assistance making a complaint, please let us know. We will do our best to support you in setting out your concerns.
Stage One: Initial Resolution
Where possible, complaints should be raised with the member of staff you have been dealing with, or with our front-line customer service team. Many issues can be resolved quickly at this stage, without the need for a formal investigation.
We will aim to acknowledge your complaint at Stage One within a reasonable timeframe. We may contact you to clarify details or request further information. Once we understand the issue, we will attempt to resolve it promptly, which may include explaining what has happened, correcting an error, or proposing a practical solution relating to your storage unit, access arrangements, or removal booking.
Stage Two: Formal Complaint Investigation
If your complaint cannot be resolved at Stage One, or if you are dissatisfied with the initial response, you may request that your complaint is escalated as a formal complaint. This will normally be reviewed by a manager or senior member of staff who was not directly involved in the original issue.
At this stage we will:
• Confirm that your complaint has moved to formal investigation
• Review all information, including our records and any relevant service notes
• Where necessary, contact you for further details or clarification
• Consider what went wrong and why
• Decide whether your complaint is upheld in full, in part, or not upheld
Once the investigation is complete, we will provide a written response setting out:
• A summary of your complaint
• The steps we took to investigate
• Our findings and decision
• Any actions we will take, such as service improvements, staff training, or practical remedies where appropriate
Timeframes
We aim to handle complaints about storage and removal services as efficiently as possible. While exact timeframes may vary depending on complexity, our general approach is as follows:
• Acknowledgement of your complaint within a reasonable period
• Initial resolution efforts at Stage One as soon as practicable
• Formal investigation at Stage Two completed within a reasonable timescale
If we are unable to meet these timeframes, for example due to the complexity of the complaint or the need to obtain additional information, we will let you know and provide an updated estimate.
Your Responsibilities When Making a Complaint
To help us manage your complaint fairly and efficiently, we ask that you:
• Provide accurate and complete information
• Respond to requests for clarification or documents
• Treat our staff with courtesy and respect
• Raise your complaint as soon as reasonably possible after the issue occurs
We may decline to consider complaints that are clearly vexatious, malicious, or abusive. However, this will only happen in exceptional circumstances and does not affect your right to raise genuine concerns.
Confidentiality and Data Protection
We treat all complaints in confidence. Information will be shared internally only with staff who need it to handle and investigate your concerns about storage or removal services. Any personal data we process in connection with your complaint will be handled in accordance with applicable data protection requirements and our internal policies.
Remedies and Outcomes
Where a complaint is upheld, we will consider appropriate remedies. These may include explanations, apologies, corrective actions on your storage or removal booking, or other practical steps to put matters right where reasonably possible. The remedies available will depend on the nature of the complaint, the impact on you, and any contractual terms that apply.
Continuous Improvement
We review complaints received across our storage and removal activities to identify patterns and opportunities for improvement. This may lead to updates in staff training, procedures, communication methods, or operational processes. By telling us when you are unhappy, you help us improve the service we provide to all customers.
Review of this Complaints Procedure
Storage Parsons Green reviews this Complaints Procedure from time to time to ensure it remains clear, effective, and appropriate for our storage and removal services. We may update the procedure to reflect changes in law, regulation, industry practice, or our internal processes. The version published on our legal and policy pages will always be the current one.
