Storage Monken Hadley Complaints Procedure
Storage Monken Hadley is committed to delivering a reliable, professional service for all storage and removals customers. When something goes wrong, we want to know about it so that we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and the steps available if you remain dissatisfied.
Purpose of this Complaints Procedure
This procedure is designed to provide a clear and fair process for handling complaints from private and business customers using our storage facilities and related removal or transport services. It explains what we regard as a complaint, how you can contact us, what information we need from you, and the timescales we aim to meet when resolving issues.
We treat all complaints seriously and use the information we receive to review our operations, staff training, vehicles, handling practices, storage processes, and customer communication.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you are expecting a response or resolution. This can include, for example:
Concerns about the quality, timing, or reliability of removal or delivery services.
Issues relating to the condition, handling, or storage of your goods.
Problems with access arrangements, documentation, or account administration.
Concerns about staff conduct, communication, or professionalism.
Disputes about charges, quotations, or invoicing.
If you are unsure whether your issue counts as a complaint, you can still contact us and we will guide you through the options available.
How to Raise a Complaint
You can raise a complaint in writing or verbally. So that we can investigate efficiently, please provide as much information as possible, including:
Your full name and any reference or booking numbers relating to your storage unit or removal service.
The best way for us to contact you for updates.
A clear description of what has gone wrong, including key dates, locations, and who you dealt with where possible.
Any supporting details or evidence you think may help us understand the issue, such as inventory descriptions, photographs, or delivery notes.
What outcome you are seeking, such as an explanation, corrective action, or review of charges.
If your concern arises on the day of a move or delivery, please mention it to the team leader on site as soon as possible. Many issues can be resolved quickly if we are made aware at the time.
How We Will Handle Your Complaint
We aim to acknowledge all complaints promptly and to deal with them in a thorough and impartial way. Our process generally follows these steps:
Acknowledgement: We will record your complaint and acknowledge receipt as soon as reasonably possible.
Initial review: We will identify the main issues, check relevant records, and, where appropriate, speak to the staff and third parties involved.
Detailed investigation: For more complex cases, we may review documentation such as contracts, inventories, condition reports, schedules, and any communications or notes relating to your booking and storage arrangements.
Outcome and response: Once we have completed our investigation, we will explain our findings, any steps we propose to take, and our reasons. Where appropriate, we may suggest remedial actions or a goodwill gesture, in line with our terms and conditions.
We aim to provide a full response within a reasonable timeframe. The exact timescale can vary depending on the complexity of the case, particularly where damage, loss, or access issues need detailed review. If our investigation is likely to take longer, we will keep you informed of progress.
Working with You to Resolve the Issue
Our goal is to resolve complaints in a way that is fair to you and to Storage Monken Hadley. To help us achieve this, we ask you to:
Give us a clear and accurate account of what has happened.
Share any relevant documents or information promptly.
Allow us reasonable time to investigate fully, particularly for storage and removal matters that may involve multiple stages or locations.
Engage constructively with our team so that we can agree practical next steps.
In some situations, we may request a meeting or a telephone discussion to clarify details or to explore possible resolutions. You are welcome to have another person present for support if you wish.
If You Remain Dissatisfied
If you are unhappy with our initial response, you can ask for your complaint to be reviewed at a higher level within the company. When doing so, please explain why you remain dissatisfied and what further outcome you are seeking.
The review will normally be carried out by a manager who was not directly involved in the original handling of the matter. They will re-examine the information, consider any new points you raise, and decide whether our original decision and actions were fair and reasonable. We will then provide you with a final response.
Nothing in this procedure affects your statutory rights or any rights you may have under our contract terms, including the right to take independent advice or to pursue external dispute resolution or legal remedies where appropriate.
Use of Information and Confidentiality
We handle all complaints in line with our privacy and data handling commitments. Information you provide will be used only for the purposes of investigating and responding to your complaint, reviewing our services, and meeting any legal or regulatory obligations that apply to storage and removal providers.
We will share details internally only with staff who need to know, and externally only where necessary, for example with insurers or professional advisers, or where we are required to do so by law.
Continuous Improvement
Complaints help us identify where our storage facilities, removal services, and customer support can be improved. We routinely review complaint trends to identify changes that may be required to our processes, training, equipment, or communication. By raising your concerns with Storage Monken Hadley, you are helping us to maintain and enhance service standards for all customers.
If you have any questions about this complaints procedure, or if you require it in an alternative format, please let us know and we will do our best to assist.
