Storage Millwall Complaints Procedure
This complaints procedure explains how Storage Millwall will handle any concerns you may have about our services, including storage, removals, and related support. We are committed to resolving issues promptly, fairly and consistently, and to using feedback to improve our services.
Our commitment to you
We aim to provide a professional and reliable service at all times. If we get something wrong, we want to know so that we can put it right and, where possible, prevent it from happening again. Every complaint is taken seriously and is treated with respect, whether it relates to storage, removals, transport, handling of goods, or customer service.
We will always aim to:
Listen carefully to your concerns and understand the issue from your perspective.
Deal with your complaint promptly and keep you informed of progress.
Provide a clear explanation of the outcome and any steps we will take.
Use the information you provide to review and improve our services and internal processes.
What is a complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled a matter, whether it is justified or not. This may include, for example:
Concerns about the standard of storage facilities or access arrangements.
Issues with a removal or delivery, such as timing, conduct, or handling of items.
Disputes regarding charges, invoicing, or quoted services.
Concerns about communication or the way you have been treated by our team.
We encourage you to raise any concern, even if you are not sure it counts as a formal complaint. Our team will guide you through the process and advise on the most appropriate way forward.
How to raise a complaint
You can make a complaint in writing or verbally. To help us deal with your complaint efficiently, please provide as much detail as you can, including:
Your full name and any relevant reference, such as a booking or account number.
A clear description of what has gone wrong and when the issue occurred.
Details of any staff you have already spoken to about the matter.
Any supporting information you feel is relevant, such as photographs, inventory notes, or collection and delivery details.
If you raise a complaint while on site or during a move, you can speak to a member of the team present, who will try to resolve the issue immediately where possible. For matters that cannot be resolved at the time, we will record the details and begin the formal complaints process.
Stage one: Initial review and response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. This initial acknowledgement may include a request for further information if we need more detail to investigate the matter properly.
At this stage, a member of the management team will review your complaint, speak with any staff involved, and consider any relevant records, such as booking information, inventory notes, condition reports, and delivery or collection logs. We may contact you if we need clarification.
We aim to provide a response within a reasonable timeframe, explaining:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and, where appropriate, what we can do to resolve the issue.
Possible outcomes at this stage may include an apology, a practical solution, further work being arranged, or an explanation of why we are unable to meet your requested resolution. If the matter is more complex or takes longer to review, we will let you know and keep you updated.
Stage two: Escalation of your complaint
If you are not satisfied with the stage one response, you may ask for your complaint to be escalated. In doing so, please explain why you are unhappy with the initial outcome and what you believe would be a fair resolution.
At stage two, a senior member of the management team who was not directly involved in the original investigation will carry out a further review. This may include:
Re-examining documents, correspondence and records.
Speaking with staff involved in your booking, storage arrangement or removal service.
Reviewing any additional information you have provided.
Following this review, we will send you a final written response, setting out our conclusions and any further steps we will take. This will normally be our final internal position on the matter.
Timescales
We aim to handle all complaints in a timely manner. While specific response times may vary depending on the complexity of the issue, our general approach is as follows:
Acknowledge your complaint as soon as reasonably possible after receipt.
Provide an initial response at stage one within a reasonable timeframe.
Complete any stage two escalation within a further reasonable period, particularly where the complaint involves complex service issues or multiple parties.
If we are unable to meet these timescales, we will let you know and explain the reason for any delay.
Confidentiality and data protection
All complaints are handled in line with our data protection obligations. Information you provide will only be shared with staff who need it to investigate and respond to your complaint, or where we are legally required to do so. We keep records of complaints and outcomes to help us monitor performance and improve our storage and removals services.
Using feedback to improve our services
We value all feedback, including complaints, as an important source of learning and improvement. We regularly review complaint themes to identify areas where we can enhance our customer service, refine our removals processes, improve handling and transport procedures, or make changes to our storage operations.
By following this complaints procedure, we aim to resolve issues fairly and consistently and to maintain the confidence of our customers in the quality of our storage and removal services.
