Storage Dulwich Complaints Procedure
Storage Dulwich is committed to providing reliable storage and removal services and to resolving any problems quickly and fairly. This complaints procedure explains how you can raise a concern, what information we need from you, how we will respond, and the steps available if you remain dissatisfied.
Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear and transparent route for raising issues relating to storage, removals, packing, handling of goods, billing, customer service, or any aspect of our operations. Our aim is to resolve matters at the earliest possible stage, learn from feedback, and improve our services.
This procedure applies to individual and business customers who use our storage facilities or removal services, including local moves, longer distance moves, and associated services such as packing or loading.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the service you have received or expected to receive from Storage Dulwich. Examples might include issues with the condition of storage units, collection or delivery of items, conduct of staff or contractors, delays, administration errors, or disputes about charges.
We encourage you to raise any concern as soon as it arises so that we have the best opportunity to investigate and put things right.
How to make a complaint
You can make a complaint in person, online, or in writing. Please provide as much detail as possible, including:
Your full name and any company name, the date and location of the service, details of the storage unit or removal booking, a clear description of what went wrong, and what you would like us to do to resolve the matter.
The more information you can provide, the easier it is for us to investigate and respond effectively.
Stage 1: Front-line resolution
Many concerns can be resolved quickly at the point they arise. If you are unhappy during a move, while using our storage facilities, or when speaking with our team, please tell the staff member you are dealing with and explain what the problem is.
Where possible, our front-line team will aim to resolve your complaint there and then. This might include clarifying information, arranging a practical solution, correcting an error, or escalating your concern internally for immediate review.
If the matter cannot be resolved straight away, we will move it to the formal complaints stage.
Stage 2: Formal complaint investigation
If you feel your concern has not been resolved informally, or the issue is more serious, you can request a formal investigation. At this stage your complaint will be reviewed by a senior member of staff or manager who has not been directly involved in the matter.
We will acknowledge your complaint within a reasonable timeframe, explain who is handling it, and outline the next steps. During the investigation we may contact you to request further details, photographs, booking references, inventory lists, or any supporting evidence that will help us understand the situation fully.
Once the investigation is complete we will send you a written response setting out our findings, any actions we will take to put matters right, and the reasons for our decision.
Timescales for responses
We aim to acknowledge formal complaints promptly and to provide a full response within a reasonable period, depending on the complexity of the issues and the availability of any third parties involved in the service, such as external removal crews or storage contractors.
If we cannot provide a full response within our usual timescale, we will let you know the reason for the delay and give you an updated timeframe. We will keep you informed of progress until the complaint is resolved.
Outcomes and remedies
Where our investigation finds that something has gone wrong, we will consider appropriate remedies. These may include an explanation, an apology, corrective work, changes to future bookings or procedures, or other practical steps intended to resolve the matter fairly.
Where a complaint involves potential loss or damage to goods during storage or removals, any remedy will also be considered in line with our terms and conditions and any applicable insurance or protection options you selected at the time of booking.
If you are still unhappy
If you remain dissatisfied after receiving our formal response, you may ask for a further review by a more senior manager, who will assess whether the complaint has been handled in line with this procedure and our service standards.
In some cases you may have the option of referring unresolved disputes to an external body, such as a relevant trade association, alternative dispute resolution provider, or other appropriate organisation, where available and applicable. Details of any external escalation options that apply to your contract or service will be provided on request or set out in your service agreement and terms.
Our commitment to fairness and respect
We handle all complaints courteously, objectively, and without discrimination. You will not be treated less favourably because you have raised a concern. We ask that our staff are treated with the same courtesy and respect. Where language, accessibility, or other needs make it difficult to submit a complaint, we will make reasonable efforts to assist.
Confidentiality and data protection
All complaints are handled in line with our obligations under data protection law. Information is shared only with staff or third parties who need it to investigate and resolve your case, or where we are legally required to disclose it. We retain complaint records for an appropriate period so that we can review patterns, improve our services, and demonstrate how we have handled issues.
Learning from complaints
Complaints and feedback are an important part of improving our storage and removal services. We regularly review complaints to identify trends, recurring issues, and opportunities to enhance our procedures, staff training, customer communication, and overall service quality.
By following this complaints procedure, Storage Dulwich aims to ensure that all concerns are taken seriously, investigated thoroughly, and resolved as fairly and quickly as possible.
