Storage Fitzrovia Customer Complaints Procedure
Storage Fitzrovia is committed to providing a professional and reliable storage and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
1. Purpose and scope of this procedure
This procedure is designed for customers who wish to complain about any aspect of the services provided by Storage Fitzrovia, including storage, packing, moving, or related removal activities. It covers complaints about service quality, staff conduct, communication, billing issues, loss or damage to goods, and any other matter connected to our operations.
We treat all complaints seriously, whether they are made during a one-off move, a long-term storage agreement, or a combination of both. Our aim is to resolve issues promptly, fairly, and consistently.
2. Guiding principles
When handling complaints, Storage Fitzrovia follows these principles:
Fairness: We will deal with your complaint impartially, listen to your point of view, and review all relevant information before reaching a conclusion.
Confidentiality: Your complaint will be handled discreetly and only shared with team members who need the information to investigate and resolve the issue.
Clarity: We will explain what we are doing, why we are doing it, and the outcomes we can offer, in plain and understandable language.
Timeliness: We aim to acknowledge and resolve complaints as quickly as reasonably possible, taking into account the nature and complexity of the matter.
3. Informal resolution in the first instance
Many concerns can be resolved informally by speaking directly to a member of the Storage Fitzrovia team at the time the issue arises. If you are dissatisfied with any part of our storage or removal service, we encourage you to raise it immediately with the staff present or the person managing your booking.
Where possible, we will try to resolve the problem straight away, for example by clarifying arrangements, rectifying an oversight, or agreeing a practical solution on the day. If you are not satisfied with the informal response, or if the issue is more serious, you may proceed to the formal complaints process.
4. Making a formal complaint
If you wish to make a formal complaint, please set out your concerns in writing. You should include your full name, details of the service provided, dates and times where relevant, a clear description of what went wrong, and what outcome you are seeking.
Providing copies of any supporting documents, such as inventories, signed agreements, or photographs of damage, can help us to understand the situation more clearly and investigate more effectively.
5. Acknowledgement of your complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to do this within a reasonable period of time, usually within five working days. The acknowledgement will confirm that we have received your complaint and explain the next steps in the process.
In some cases, we may contact you to clarify details, request further information, or arrange a time to discuss the matter in more depth. This helps ensure we fully understand your concerns before moving to the investigation stage.
6. Investigation process
Your complaint will be reviewed by an appropriate member of the Storage Fitzrovia management team who was not directly responsible for the situation, wherever possible. The investigation may involve:
Reviewing your written complaint and any supporting documents you have provided.
Checking internal records relating to your booking, such as contracts, service notes, inventory lists, or condition reports.
Speaking with team members who were involved in the provision of the storage or removal service.
Assessing whether our usual procedures were followed and whether the service delivered met our standards.
We may contact you during the investigation if we need further clarification or evidence in order to reach a fair conclusion.
7. Our response and possible outcomes
After the investigation is complete, we will send you a written response setting out our findings. We aim to provide a final response within 28 days of acknowledging your complaint, although more complex matters may take longer. If additional time is required, we will keep you informed of the reasons and provide an updated timeframe.
Our response will explain whether your complaint has been upheld in full, upheld in part, or not upheld. Where your complaint is upheld, we will outline any steps we propose to take. Depending on the circumstances, this may include:
Providing an explanation or clarification.
Offering an apology.
Taking corrective action to resolve a service issue.
Reviewing or adjusting internal procedures or staff training.
Considering appropriate gestures of goodwill where we deem it reasonable.
8. Escalating your complaint
If you are dissatisfied with our final response, you may request a review of the decision. Your request should explain why you remain unhappy and what you believe has not been addressed. A more senior member of the team will then review the handling of your complaint, the evidence considered, and the outcome reached.
The reviewer may decide to uphold the original decision, change it in part, or propose an alternative resolution. You will receive a further written response setting out the result of this review.
9. Time limits for making a complaint
To enable a fair and thorough investigation, we ask that complaints are raised as soon as reasonably possible after the event, ideally within three months. Complaints brought after a longer period may be more difficult to investigate fully, for example because records or recollections may be less complete. However, we will always consider the specific circumstances before deciding whether we can review an older complaint.
10. Using complaints to improve our service
Storage Fitzrovia views complaints as an important source of feedback. We regularly review complaints data to identify patterns, recurring issues, or opportunities to improve our storage and removal processes. Where appropriate, we may use this information to update training, refine procedures, or enhance communication with customers.
By following this Complaints Procedure, we aim to treat all customers fairly, protect their property and interests, and maintain a high standard of service across both our storage and removal activities.
