Storage Chase Cross Complaints Procedure
Storage Chase Cross is committed to providing reliable storage and removal services, along with clear and fair handling of any concerns. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Purpose and Scope
This procedure applies to all customers using our storage or removal services, including household, commercial, and long-term storage users. A complaint is any expression of dissatisfaction about our service, our staff, or our processes, where a response or resolution is expected.
We treat all complaints seriously, whether they are made during a service, immediately afterwards, or at a later date, provided they relate to an identifiable service or interaction.
Our Commitments
When you make a complaint to Storage Chase Cross, we will:
Listen carefully to your concerns and treat you with respect and courtesy.
Acknowledge your complaint promptly and clearly.
Investigate the matter in a fair and impartial way.
Provide a clear response, explaining our findings, any decision, and any action we will take.
Use the feedback from complaints to improve our storage and removals operations.
Informal Resolution
If you experience a problem with our storage or removals service, you are encouraged to raise the issue as soon as possible with the staff member you are dealing with or the site team. In many cases, issues can be resolved quickly and informally, for example by clarifying an arrangement, adjusting a booking, or addressing a practical issue at the facility.
If you are not satisfied with the informal response, or if the matter is too serious to address informally, you can use the formal complaints process set out below.
How to Make a Formal Complaint
You can make a formal complaint in writing. We encourage you to provide the following information so that we can investigate effectively:
Your full name and details of your storage or removals booking.
The date and location of the service or incident you are complaining about.
A clear description of what went wrong, including relevant times, dates and names if known.
Any supporting information that may help us understand the issue, such as photographs, inventory lists or service documents.
What outcome or resolution you are seeking, if you have a particular solution in mind.
If you need help setting out your complaint, our team will explain the process and the information we require.
Timescales for Acknowledgement and Response
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint as soon as reasonably possible.
Confirm who will be handling your complaint and provide an indication of when you can expect a full response.
We aim to provide a full written response within 28 days of receiving your complaint. If your complaint is complex, or if we need further time to gather information, we will keep you informed of the progress and provide an updated timeframe.
How We Investigate Complaints
Your complaint will be handled by a manager or senior member of staff who was not directly responsible for the matter you are complaining about, wherever possible. This helps to ensure that the investigation is impartial.
Our investigation may include reviewing service records and documentation, checking inventory and booking details, speaking to staff involved in the storage or removals work, and considering any supporting information you have provided. Where relevant, we may contact you to clarify details or request further information.
Outcome and Resolution
When we have completed our investigation, we will write to you with:
A summary of your complaint as we understand it.
Details of the steps we have taken to investigate.
Our findings and any conclusions we have reached.
Any actions we propose to take, which may include an explanation or apology, corrective action to our service, or other appropriate remedies depending on the circumstances and our contractual obligations.
We will also explain any further steps available to you if you remain dissatisfied with our response.
If You Remain Dissatisfied
If you are not satisfied with the outcome of our investigation, you may request that your complaint is reviewed by a more senior manager within Storage Chase Cross. In doing so, please explain why you remain unhappy and what outcome you are seeking.
The senior manager will review the previous handling of your complaint, any new information you provide, and the decisions already made. Following this review, you will receive a final response which sets out our position.
Reasonable Time Limits for Complaints
We encourage customers to raise complaints as soon as possible, while the memory of events and evidence such as inventory records are still clear and accessible. In general, we may decline to investigate complaints about matters that occurred a significant time ago, especially where the delay prevents a fair review of the circumstances.
Confidentiality and Data Protection
We handle all complaints in line with our commitment to confidentiality and applicable data protection requirements. Information you provide will only be shared with those who need it in order to investigate and respond to your complaint. We will keep records of complaints and our responses for an appropriate period, in line with our retention policies.
Learning from Complaints
Storage Chase Cross views complaints as an opportunity to review and improve the way we provide storage and removals services. We regularly review complaint outcomes to identify patterns, training needs, and service improvements. Where appropriate, we update our processes, staff guidance and customer information to help prevent similar issues occurring in future.
Accessibility and Support
We aim to make our Complaints Procedure accessible to all customers. If you have any specific communication needs or require assistance in setting out your complaint, please let us know and we will make reasonable efforts to support you.
This procedure may be updated from time to time to reflect changes in our operations, legal requirements, or best practice in complaint handling. The version displayed here is the current procedure used by Storage Chase Cross.
