Storage Kenton Complaints Procedure
This Complaints Procedure explains how Storage Kenton handles concerns and complaints about our storage and removal services. We are committed to resolving issues fairly, promptly and consistently, and to using all feedback to improve the service we provide to our customers.
Our Commitment
We aim to provide a reliable, professional and courteous service at all times. If we fall short of your expectations, we want to know about it. Every complaint is taken seriously and will be handled in a manner that is respectful, transparent and free from discrimination or unfair treatment.
We will always seek to:
• Acknowledge your complaint promptly
• Investigate it thoroughly and impartially
• Keep you informed throughout the process
• Provide a clear response and explanation
• Offer appropriate remedies where complaints are upheld
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about any aspect of Storage Kenton, including but not limited to:
• Storage services, including booking, access, or the condition of storage facilities
• Removal and transport services, including timing, handling of goods and conduct of staff
• Customer service, communication or information provided
• Invoicing, charges or payment queries
• Any failure to follow our agreed terms and conditions
How to Raise a Complaint
You can make a complaint in writing or verbally. While we accept complaints made in any reasonable way, we encourage customers to put complaints in writing wherever possible, as this helps us understand the issue clearly and keep an accurate record.
When submitting a complaint, please provide:
• Your full name and preferred contact details
• Any relevant booking or reference numbers
• A clear description of what went wrong and when it happened
• Details of any staff you have already spoken to
• Any supporting information or evidence you feel is relevant
• What outcome or resolution you are seeking
Stage One: Informal Resolution
In many cases, concerns can be resolved quickly and informally by speaking with a member of our team at the time the issue arises. We encourage you to raise any concerns as soon as possible so that we can address them promptly.
The staff member you speak to will attempt to resolve the issue there and then where possible. If they cannot resolve it, or you are not satisfied with the informal response, you may ask for your complaint to be escalated to the formal stage.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, you may make a formal complaint. Once we receive your formal complaint, the following steps will usually apply:
1. Acknowledgement: We will acknowledge receipt of your complaint within a reasonable period of time. We will confirm who will be responsible for handling it and the anticipated timescale for a full response.
2. Investigation: Your complaint will be reviewed by an appropriate manager or senior member of staff who was not directly involved in the matter complained about. They may contact you to clarify details or request further information.
3. Outcome: Once the investigation is complete, we will send you a written response explaining our findings, any action we propose to take, and the reasons for our decision.
We aim to provide a full written response as promptly as possible. If we are unable to respond within the originally indicated timescale, we will inform you and explain the reason for the delay.
Possible Outcomes and Remedies
Depending on the nature and findings of the investigation, outcomes may include:
• An explanation or clarification
• An apology where we are at fault
• Practical steps to put things right where reasonably possible
• Amendments to your booking or account
• Review or improvement of our internal processes or staff training
Any remedies are offered on a case by case basis, taking into account the specific circumstances and our terms and conditions.
Escalation and Further Review
If you remain dissatisfied with the outcome of your formal complaint, you may request a further review. A senior member of staff, not previously involved, will consider the matter, the handling of your complaint and the decision made.
They may uphold the original outcome, vary it, or reach a different conclusion. We will provide a final written response explaining the result of this review and the reasons for any decision.
Complaints Relating to Storage and Removal Services
For complaints specifically relating to removals or storage, such as collection or delivery timing, handling of items, access to storage units, or the condition of goods, it is particularly important that you contact us as soon as possible after noticing an issue.
We may ask for photographs, inventory records, or other supporting evidence to help us understand and investigate what has happened. This will help us respond more effectively and, where appropriate, consider any remedies under our terms and conditions.
Time Limits for Complaints
We encourage customers to raise complaints as soon as reasonably practicable. This allows us to investigate while events are still recent and evidence is more easily available. If a significant period of time has passed, it may limit the steps we can take or the remedies that may be available, though we will still review your complaint fairly.
Confidentiality and Data Protection
All complaints will be handled in line with our obligations regarding confidentiality and data protection. Information about your complaint will only be shared with those who need it for the purposes of investigation and resolution, or where we are required to disclose it by law.
Learning From Complaints
We value all feedback, including complaints, as an important source of information about how we can improve our storage and removal services. We regularly review complaints data to identify trends, training needs and service improvements, and we seek to use this learning to enhance the experience of all our customers.
This Complaints Procedure does not affect your statutory rights or any rights you may have under your agreement with Storage Kenton.
