Storage Brunswick Park Complaints Procedure
This Complaints Procedure explains how Storage Brunswick Park manages and resolves concerns raised by customers using our storage, removals and related services. We are committed to handling all complaints fairly, consistently and within reasonable timescales, with a focus on clear communication and practical solutions.
Our Commitment to Customers
We aim to provide a reliable and professional service for all storage and removal bookings. If we fall short of your expectations, we want to know. Complaints help us identify areas for improvement in how we manage moves, load and unload goods, store items, and communicate with customers before, during and after a booking.
Every complaint is taken seriously and is investigated by a member of the management team who was not directly involved in the issue wherever possible. We will always aim to resolve matters informally at an early stage, but where this is not possible we follow a structured process.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to removal work, storage facilities, staff behaviour, communication, administration, billing or contract terms, where you would like a response or resolution.
Examples of complaints may include:
Concerns about how your possessions were handled during removals or while in storage.
Disagreement with charges, invoices, or changes to bookings.
Issues with access arrangements, security, or condition of storage units.
Unclear or delayed communication about your removal or storage booking.
Conduct or attitude of our team members before, during, or after a service.
How to Raise a Complaint
You can raise a complaint with us in writing or verbally. To help us investigate efficiently, please provide the following information when you first contact us:
Your full name and any reference or booking details relevant to the complaint.
A clear description of what happened, including key dates, times and locations.
The names or roles of any staff involved, if known.
Details of any damage, loss or inconvenience experienced.
What outcome or resolution you are seeking, where this is known.
We recommend raising your concerns as soon as possible after the issue occurs. This makes it easier for us to gather accurate information, speak to those involved and review any records related to your storage or removal booking.
Stage One: Initial Response
At the first stage, we aim to resolve your complaint quickly and informally. This may be handled by the member of staff you first speak to, or by a supervisor or manager.
We will normally:
Acknowledge receipt of your complaint and clarify any points if needed.
Confirm who is handling your complaint and how they will contact you.
Begin initial checks, which may include speaking to staff, reviewing job notes, and considering any photographs or documentation.
We aim to provide an initial response within a reasonable period, usually within 5 to 10 working days, depending on the complexity of the issue. Some matters, such as straightforward booking errors, may be resolved more quickly.
Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the matter is complex, serious or involves potential claims for loss or damage, your complaint may be moved to a formal investigation.
At this stage we will:
Confirm in writing that your complaint is under formal investigation.
Assign a manager or senior team member not previously involved to review the case.
Examine relevant documents, booking and vehicle records, removal inventories and storage agreements where applicable.
Interview staff involved, and where appropriate, any third parties linked to the complaint.
Assess whether our terms and conditions, policies and industry good practice have been followed.
We aim to complete a formal investigation and provide a written outcome within 20 working days where possible. If additional time is needed, we will let you know and explain the reason for the delay and the expected timescale.
Outcomes and Remedies
Once our investigation is complete, we will explain our findings and any action we propose to take. Possible outcomes may include:
A clear explanation of what happened and whether we consider your complaint to be upheld, partially upheld or not upheld.
An apology where service has fallen below our expected standards.
Practical steps to remedy an issue, such as correcting booking details, clarifying charges, or improving communication.
Where appropriate, consideration of goodwill gestures in line with our policies and legal obligations.
Review and improvement of our internal procedures, training or systems to prevent similar problems in future.
Escalation and Further Review
If, after receiving the formal investigation outcome, you remain dissatisfied, you can request a further review by a senior manager or director. You should do this within a reasonable time of receiving our decision and explain why you are unhappy with the outcome and what you believe has not been addressed.
The senior reviewer will look at how your complaint has been handled, whether the investigation was reasonable and whether the response was fair and consistent with our terms and conditions and service standards. They may uphold the original decision, change it, or ask for further investigation of specific points.
Complaints Involving Loss or Damage
Where your complaint involves alleged loss or damage to goods handled during removals or while in storage, we may ask for additional information, such as photographs, inventories, purchase details or independent assessments. Any such complaint will be considered alongside the terms and conditions agreed at the time of booking, including limits of liability and any insurance arrangements.
We encourage customers to report potential loss or damage as soon as it is discovered so that we can investigate promptly and minimise any further impact.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We keep a record of complaints to help us monitor performance and improve our storage and removals services.
Using Feedback to Improve
We use insights from complaints and customer feedback to review training, operating procedures, communication methods and service standards. Our aim is to ensure that Storage Brunswick Park continues to provide a dependable option for storage and removal needs, and that any issues are addressed constructively and promptly.
