Storage Adgate Complaints Procedure
Storage Adgate is committed to providing reliable storage and removal services. We aim to handle all feedback and complaints fairly, promptly and consistently. This Complaints Procedure explains how you can raise a concern, what you can expect from us, and how we will work to resolve issues as quickly as possible.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and accessible framework for customers who are dissatisfied with any aspect of our storage or removal services. This includes issues relating to bookings, collection and delivery, handling of goods, storage conditions, invoicing, or customer service. We use complaints as an opportunity to put things right for you and to improve our services for the future.
What We Class as a Complaint
A complaint is any expression of dissatisfaction with our services, whether storage, removals, or associated activities, where you are seeking a response or resolution. This may involve concerns about service quality, delays, lost or damaged items, staff conduct, communication, or charges that you believe are incorrect.
General feedback, suggestions, or routine queries are not treated as complaints under this policy, although we always welcome them and will respond where appropriate.
How to Make a Complaint
You can make a complaint in writing or verbally. So that we can investigate your concern effectively, please provide as much detail as possible, including:
The name used on your booking or storage agreement, relevant dates such as collection, delivery or move dates, a clear description of what went wrong and how it has affected you, any supporting information you have, such as reference numbers or inventory details, and what outcome you are seeking.
You may raise your complaint with any member of our team, who will refer it to the appropriate person to investigate and respond. If your complaint relates to a particular removal or storage service, it is helpful to contact us as soon as possible after the issue arises.
Our Complaints Handling Stages
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record it and arrange for an initial review. We will acknowledge your complaint within a reasonable period, confirming that we have received it and advising you who is dealing with the matter.
At this stage we may ask you for additional information if we need further details to understand the issue fully. Prompt responses to these requests will help us to progress the investigation without unnecessary delay.
Stage 2: Investigation and Response
Your complaint will be investigated by a member of our management or an appropriate senior staff member. They may review service records, booking documentation, inventory details, communications, and any relevant internal reports relating to your removal or storage arrangements.
We aim to provide a full written response within a reasonable timescale. If the matter is complex or requires further investigation, we will keep you informed about progress and let you know when you can expect a final reply.
Our response will explain the outcome of the investigation, any steps we are taking to resolve the issue, and any actions we are putting in place to help prevent a similar problem from arising in future.
Stage 3: Escalation
If you are not satisfied with our Stage 2 response, you may ask for your complaint to be escalated. When you do this, please explain why you remain dissatisfied and what you believe has not been addressed.
On escalation, a more senior member of our team will review your complaint, the investigation already carried out, and the response provided. They may request additional information from you or from those involved in delivering the service in order to reach a fair and balanced conclusion.
Following this further review, we will provide you with a final response that sets out our position and any further steps we are prepared to take.
Time Limits for Raising Complaints
It is helpful if complaints are raised as soon as possible after the issue occurs, especially in relation to removal services, where timely information can assist in tracing and assessing items. Delays in notifying us may affect the options available, particularly where third party services or time-sensitive processes are involved, such as insurance claims.
How We Aim to Resolve Complaints
Where we identify that something has gone wrong, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances, possible outcomes may include an explanation, an apology, corrective action in relation to ongoing storage or removal arrangements, or other appropriate steps consistent with our contractual terms and applicable law.
We treat each complaint on its individual facts. Any remedy or resolution will reflect the nature of the problem, the impact on you, and the provisions of your contract and any relevant policies at the time of the service.
Your Responsibilities When Making a Complaint
To help us handle your complaint effectively, we ask that you provide honest, accurate information and avoid making unfounded or vexatious allegations. We also ask that you treat our staff with respect throughout the process. In return, we will treat you professionally and courteously at all times.
Confidentiality and Data Protection
We handle all complaints in line with our obligations regarding confidentiality and data protection. Information you provide in connection with a complaint will be used only for the purposes of investigating and responding to your concerns, improving our services, and meeting our legal and regulatory obligations. It will be stored and retained in accordance with our data protection practices.
Continuous Improvement
All complaints, including those relating to our removal services, are reviewed periodically to identify any patterns, training needs, or process improvements. We use this insight to refine our procedures, enhance customer experience, and help minimise the likelihood of similar issues arising in the future.
Updates to this Complaints Procedure
Storage Adgate may review and update this Complaints Procedure from time to time to reflect changes in our services, operational practices, or legal requirements. The version in force at the time you raise your complaint will apply to how we handle it.
