Storage Archway Complaints Procedure
Storage Archway is committed to providing a reliable and professional service for all storage and removal customers. We recognise that, on occasion, things may go wrong. When this happens, we want to hear about it so that we can put matters right promptly and improve our services.
This complaints procedure explains how you can raise a concern or complaint, how we will handle it, and what you can expect from us at each stage.
Our Commitment to You
We aim to resolve all complaints fairly, consistently, and as quickly as possible. We will treat you with respect, listen carefully to your concerns, and keep you informed throughout the process. Your feedback helps us maintain high standards in our storage and removal services.
What This Procedure Covers
This procedure applies to complaints about any aspect of our storage and removal services, including but not limited to:
Service quality, including packing, loading, transportation, and storage of goods.
Staff behaviour, conduct, and communication.
Booking processes, paperwork, invoicing, and payments.
Delays, missed appointments, or cancellations.
Condition of storage units, facilities, or vehicles.
If your concern relates to a safety emergency or an urgent operational issue on the day of a move, please raise it immediately with the on-site team so that we can take prompt action. You can still use this complaints procedure afterwards if you remain dissatisfied.
Raising a Complaint Informally
We encourage you to raise any issues as soon as possible with the staff member or team you have been dealing with. In many cases, problems can be resolved quickly and informally through discussion and clarification.
When you raise a concern informally, we will aim to:
Listen carefully and clarify the issue.
Offer an explanation, solution, or apology where appropriate.
Agree any practical steps we can take to resolve the matter.
If you are not satisfied with the outcome of an informal discussion, or if the matter is more serious, you may make a formal complaint as set out below.
How to Make a Formal Complaint
You can make a formal complaint in writing. Written complaints help us understand the details clearly and keep a clear record of our investigation and response.
Please include the following information where possible:
Your full name and the name on the storage or removal booking.
The date and location of the service.
A clear description of what went wrong.
Any relevant reference numbers, such as booking or invoice details.
What outcome or resolution you are seeking, if you have a preference.
We recommend submitting your complaint as soon as possible after the issue arises, ideally within 28 days of the service date, so that we can investigate while details are still current.
Our Complaints Handling Process
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint in writing within five working days, confirming that we have received it and providing an outline of the next steps.
Initial Assessment: We will review the details of your complaint, the services provided, and any relevant documents, communications, or records. Where appropriate, we may contact you for further information or clarification.
Investigation: A member of our management team, who was not directly involved in the issue, will investigate your complaint. This may include speaking to staff members, checking schedules and job records, and reviewing procedures relating to storage, removals, or transport.
Response: We will provide a written response, usually within 20 working days from the date of acknowledgement. If, for any reason, we need more time to complete a thorough investigation, we will let you know and explain the reasons for the delay, together with an updated timeframe.
Possible Outcomes and Remedies
Following our investigation, we will explain our findings and the outcome in clear language. Depending on the circumstances, outcomes may include:
A full or partial apology and explanation.
Practical steps to correct the issue, such as rectifying paperwork, adjusting bookings, or improving communication.
Service improvements, such as staff training, process changes, or additional checks for storage and removal activities.
Where applicable, consideration of financial remedies in line with our terms and conditions and any insurance arrangements in place.
We will always explain the reasons for our decision and how we reached it.
Escalating Your Complaint
If you are dissatisfied with the outcome of your complaint or feel that it has not been handled fairly, you may request an internal review. To do this, please respond in writing, explaining why you disagree with our decision or how you believe the complaint has not been properly addressed.
An internal review will be conducted by a senior member of management who was not involved in the original investigation. They will reconsider the complaint, the evidence, and the initial outcome. We will aim to provide a final written response to your escalation within 20 working days of acknowledging your request for a review.
Using External Dispute Resolution
In some circumstances, you may have the option to refer your complaint to an external dispute resolution body, regulator, or trade association, depending on the nature of the complaint and any scheme we participate in at the relevant time. Details of any such options will be provided upon request or, where appropriate, in our final response to your complaint.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it in order to investigate and resolve your complaint. We handle personal data in line with our privacy practices and applicable data protection laws. We will retain records of complaints and outcomes for a reasonable period to help us monitor performance and improve our services.
Learning from Complaints
Complaints play a key role in helping us improve our storage and removal services. We regularly review complaint themes, outcomes, and customer feedback to identify patterns and areas where we can enhance our processes, staff training, and customer communications.
Monitoring and Review of This Procedure
This complaints procedure is reviewed periodically to ensure that it remains clear, effective, and aligned with best practice for storage and removals services. We may update it from time to time to reflect changes in our operations, legal requirements, or industry standards.
By using our services, you can be confident that any concerns you raise will be taken seriously and handled in a structured, transparent, and professional manner.
