Storage Keston Complaints Procedure
This Complaints Procedure explains how Storage Keston manages and resolves complaints about our storage and removal services. We are committed to dealing with all concerns fairly, consistently and as quickly as possible, while using feedback to improve the way we work.
Purpose of this Procedure
The purpose of this procedure is to provide a clear, accessible route for customers to raise issues and to understand how we will respond. It applies to all aspects of our service, including storage, removals, packing, handling of goods and customer care before, during and after a move.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, that requires a response. This may relate to the quality of removal or storage services, the condition of goods on delivery or collection, the accuracy of information provided, the conduct of our staff or representatives, or delays and communication issues.
We welcome all feedback, both positive and negative. Raising a concern will not affect your statutory rights or the level of service you receive in the future.
Raising an Informal Concern
Where possible, we encourage you to raise issues informally in the first instance. Many concerns can be resolved quickly by speaking to the team member you have been dealing with or the site supervisor. They will aim to understand the problem, explain any relevant information and offer a practical solution where appropriate.
If you feel that your concern has not been resolved informally, or if you prefer not to discuss it at this level, you can make a formal complaint using the process described below.
Making a Formal Complaint
To help us investigate your complaint thoroughly, please provide as much detail as you can, including your full name, the dates of the service or incident, a clear description of what went wrong, any relevant reference or booking numbers, details of any previous discussions about the issue and what outcome you are seeking.
You can make a formal complaint in writing or by speaking to a senior member of staff who will record your concerns. Written complaints help reduce misunderstandings and ensure we capture all relevant details.
How We Acknowledge Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable time. In this acknowledgement we will confirm that we have received your concerns, outline the next steps, and where possible give an estimated timescale for our investigation and response.
If we need further information to understand the issue fully, we may contact you to request clarification or supporting evidence, such as photographs, delivery notes or inventory lists.
Our Investigation Process
Your complaint will be reviewed by a manager or a suitably senior member of our team who has not been directly involved in the matter where possible. The investigation may include reviewing your account and service records, speaking with staff members who were involved, checking any relevant documentation, such as contracts, inventories and condition reports, and, where necessary, inspecting the storage area or vehicle records linked to your booking.
We aim to complete investigations within a reasonable timeframe. Complex matters, for example those involving multiple parties, disputed facts or significant alleged damage, may require more time. If this happens, we will keep you informed of our progress and revised timescales.
Our Response and Possible Outcomes
When our investigation is complete, we will provide a clear written response setting out a summary of your complaint, the steps we took to investigate, our findings and any decision we have reached. Where we uphold your complaint in full or in part, we will explain what we propose to do to put things right, which may include an apology, corrective actions, service improvements, staff training or, where appropriate and in line with our terms and applicable law, a financial or other practical remedy.
If we do not uphold your complaint, we will explain our reasons clearly and provide information about your options if you remain dissatisfied.
If You Remain Dissatisfied
If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may request that it is reviewed at a higher level within Storage Keston. A senior manager will reconsider the case, including your original complaint and our previous response, and may decide to uphold the original decision, vary the outcome or request further investigation.
We will inform you of the result of this review and explain the reasons for our final position. This will usually conclude our internal complaints process.
Time Limits for Complaints
We encourage customers to raise any concerns as soon as possible so that we can investigate while records and recollections are fresh. Certain types of claims, including those relating to loss or damage of goods in storage or during removals, may be subject to specific time limits set out in your contract or in relevant law. It is your responsibility to check these conditions and to raise issues promptly.
Use of Information and Confidentiality
All complaints are handled sensitively and in line with our approach to privacy. Information you provide will be used only for the purposes of investigating and responding to your complaint, improving our services and meeting our legal obligations. We will share details internally only with staff who need to know and will retain records of complaints for an appropriate period.
Learning from Complaints
Storage Keston views complaints as an opportunity to learn and improve. We periodically review complaint records to identify patterns, recurring issues or service areas that may require additional training, clearer communication or changes to our procedures. Where we identify improvements, we will implement them across our storage and removal operations so that all customers can benefit.
Updates to this Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our services, internal processes or legal requirements. The version in effect at the time you raise your complaint will normally apply to its handling. You are encouraged to refer back to this page when you wish to understand how your concern will be managed.
If you have any questions about this Complaints Procedure or need assistance in raising a complaint, please contact us using the usual communication methods stated on our main customer information and contact materials.
