Storage Cranham Complaints Procedure
Storage Cranham is committed to providing reliable storage and removals services and to resolving any concerns promptly, fairly and professionally. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect from the process.
Purpose and scope
This procedure applies to all customers using our storage or removal services, whether for household, commercial or long-term storage needs. It covers complaints about our service quality, conduct of our staff or contractors, handling of goods, communication, administration and billing, as well as complaints about how a previous concern was handled.
This procedure is intended to give you a clear route to raise concerns and to help us learn from feedback so that we can continually improve our services.
What we consider a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. Examples include:
Concerns about how your belongings were handled during a removal or while in storage. Issues with missed or delayed collection or delivery times. Dissatisfaction with communication, documentation or information provided. Concerns about charges, invoicing or contract terms. Perceived unprofessional behaviour by a member of our team or representatives.
You do not need to use the word complaint for us to treat your concern as a complaint. If you want a matter to be looked into and resolved, we will follow this procedure.
How to make a complaint
You can raise a complaint in writing or verbally. To help us investigate efficiently, please provide the following information where possible:
Your full name and the name on the contract. Details of the service you used, such as storage unit details or removal dates. A clear description of what went wrong and when it occurred. Any supporting information you feel is relevant, such as inventory notes, photographs, or reference numbers. What outcome or resolution you are seeking, if you have a specific request.
If your complaint is raised verbally, we may ask you to confirm key details in writing so that we can keep an accurate record of the matter.
Our complaints handling stages
We aim to resolve complaints at the earliest possible stage. Our process normally follows these steps.
Stage 1: Initial response
Once we receive your complaint, we will record it and arrange for an appropriate member of our team to review it. We will acknowledge your complaint and will let you know that it is being investigated. Where the matter is straightforward, we will aim to offer an explanation and resolution at this stage.
Where possible, we will seek to resolve issues informally and quickly, for example by clarifying information, arranging a follow-up call, or putting in place a practical solution for any immediate concerns with your storage or removal arrangements.
Stage 2: Detailed investigation
If your complaint is more complex, cannot be resolved immediately, or you are not satisfied with the initial outcome, your complaint may be escalated for a more detailed investigation. This may include:
Reviewing your contract and any service records. Checking internal notes and communication logs. Speaking with staff, drivers or porters involved in your move or storage. Assessing any relevant photographs, inventory sheets or damage reports.
We will aim to complete our investigation within a reasonable timeframe, taking into account the nature of the issue and the availability of any information required. If more time is needed, we will keep you updated and explain why there is a delay.
Stage 3: Final response
Once our investigation is complete, we will provide a final response setting out:
A summary of your complaint and the issues considered. The findings of our investigation. Any action we have taken or propose to take to resolve the matter. Our position on the complaint and the reasons for that position.
Where we uphold your complaint, we will look at appropriate remedies, which may include an apology, corrective action, additional support, service improvements, or other reasonable redress in line with our contractual obligations.
Time limits for raising a complaint
We encourage you to raise any concerns as soon as possible so that we can investigate while the details are still clear and any evidence is easier to obtain. Complaints about removal services, storage access, or handling of goods should normally be raised within a reasonable time of the event or of you becoming aware of the issue.
Delays in raising concerns may limit the steps we can take to investigate and may affect the outcome, particularly where third parties are involved or where evidence is no longer available.
Your responsibilities during the process
To help us handle your complaint effectively, we ask that you:
Provide accurate, complete information as requested. Respond to reasonable requests for clarification or additional details. Treat our staff with courtesy and respect. Refrain from making unfounded or abusive allegations.
If we are unable to progress your complaint because we do not receive essential information, we may close the complaint, but you will be informed if this occurs.
Our commitment to fairness and confidentiality
We handle all complaints fairly and without discrimination. The fact that you have raised a complaint will not disadvantage you in relation to any current or future storage or removal services.
Information you provide during the complaints process will be treated confidentially and used only for the purposes of investigating and resolving your complaint, subject to any legal or regulatory requirements.
Learning from complaints
Complaints and customer feedback are an important source of learning for Storage Cranham. We review complaints regularly to identify any patterns, areas for improvement, staff training needs or changes to our procedures across both storage operations and removal services. Where appropriate, we update our internal policies and working practices to help prevent similar issues occurring in the future.
Review of this procedure
This Complaints Procedure is reviewed from time to time to ensure that it remains clear, effective and appropriate to the range of storage and removal services we provide. Any updates will apply to future complaints from the date of publication.
