Storage Cheam Complaints Procedure
Storage Cheam is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, transparent and timely way. This Complaints Procedure explains how you can raise a complaint, how we respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
This procedure is designed to give customers a clear route to raise issues about our storage, removal, packing or related services. It helps ensure that concerns are handled consistently, that we learn from feedback, and that we put things right whenever mistakes occur.
We treat complaints seriously and use them as an opportunity to review how we operate, including our quoting, booking, collection, delivery and storage processes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the services provided by Storage Cheam, whether storage, removals, transport, handling, customer service or administration, where you would like a response or resolution.
Examples may include:
Delays or missed timeslots for collection or delivery of goods.
Concerns about the condition of items after removal, transit or storage.
Issues with documentation, invoicing or charges.
Quality of customer service or communication.
Conduct or behaviour of staff or contractors acting on our behalf.
You do not need to use the word complaint for us to treat your concern as one. If you are unhappy and want us to respond, we will treat it as a complaint.
How to Make a Complaint
You can raise a complaint in writing. Please provide as much detail as possible so that we can investigate thoroughly. Include:
Your full name and any reference or booking number.
A clear description of what happened, including dates and locations where possible.
Details of any conversations already held with our team about the issue.
What outcome you are seeking, for example an explanation, correction, or review of charges.
We encourage customers to raise complaints as soon as possible after the issue arises, particularly in relation to removal or storage services where timescales can affect what can be investigated.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it in our internal system and assign it to an appropriate member of staff.
Acknowledgement: We aim to acknowledge your complaint within a reasonable timeframe after receiving it. The acknowledgement will confirm that we have received your complaint and outline the next steps.
Investigation: Your complaint will be investigated by a staff member not directly involved in the matter wherever possible. They may review service records, booking details, collection and delivery notes, inventories, photographs, and any internal communications relevant to your case.
Response: Following the investigation, we will provide a written response setting out:
Our understanding of your complaint.
What we have found from our investigation.
Any steps we have taken or propose to take to address the issue.
Timeframe: We aim to provide a full response within a reasonable period, depending on the complexity of the case and the availability of any required information. If we are unable to respond in full within that period, we will update you on progress and let you know when you can expect a final response.
Stage Two: Further Review
If you are not satisfied with the Stage One response, you may request a further review. To do this, please:
Clearly state why you are unhappy with the Stage One outcome.
Provide any additional information or evidence you want us to consider.
The further review will usually be carried out by a more senior member of staff. They will review the original complaint, the Stage One response, and any new information you provide.
After this review, we will send you a written outcome explaining:
What has been reviewed.
Whether the original decision has been upheld, varied or overturned.
Any further actions we will take.
Timescales and Communication
We aim to deal with all complaints as quickly as reasonably possible. Some issues, particularly those involving complex removal schedules, third-party services or historical storage records, may require additional time to investigate thoroughly. Where this is the case, we will keep you informed of progress.
All formal outcomes will be provided in writing so that you have a clear record of our position.
Fairness and Confidentiality
Storage Cheam will treat all complaints fairly and without prejudice. Your complaint will not affect the way we provide current or future services to you.
We will handle your personal information in line with our privacy practices and will only share details internally where necessary to investigate and resolve your complaint. We do not discuss complaints with third parties without your consent, unless we are legally required to do so.
Remedies and Outcomes
Where a complaint is upheld, we will consider appropriate remedies, which may include explanations, apologies, corrective actions, service adjustments, or other outcomes in line with our terms and conditions and any applicable law.
Where a complaint is not upheld, we will explain our reasons clearly and provide any relevant supporting information we are able to share.
Improving Our Services
We regularly review complaints and feedback to identify patterns and areas for improvement. This may lead to changes in how we manage bookings, plan removal routes, handle goods, maintain storage facilities or communicate with customers.
By following this Complaints Procedure, Storage Cheam aims to resolve issues constructively and to maintain the confidence of customers who rely on our storage and removal services.
