Storage Cowley Complaints Procedure
Storage Cowley is committed to providing professional storage and removals services and to dealing fairly and promptly with any concerns. This Complaints Procedure explains how you can raise a complaint, how we will respond, and the steps we follow to achieve a resolution.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward route for raising any dissatisfaction with our storage or removal services. It also helps us identify areas where we can improve our standards, processes, and communication.
This procedure applies to all customers who use our services, including household removals, commercial moves, and storage solutions.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, facilities, communication, or the way we have handled a previous concern. Complaints may include, for example:
Concerns about the quality of a removal service or storage arrangement. Issues relating to arrival times, handling of goods, packing, or delivery. Concerns about documentation, billing, or contract terms. Dissatisfaction with our customer service or the way a previous query was managed.
You do not need to use specific language or refer to this document for your concern to be treated as a formal complaint. If you tell us that you are unhappy and want us to put something right, we will treat this as a complaint.
How to Make a Complaint
We encourage you to raise complaints as soon as possible so that we can investigate while events are still recent and information is readily available. You may raise a complaint verbally, such as in person to a member of staff, or in writing. When you make a complaint, please provide as much detail as you can, including:
Your name and a way for us to contact you. A clear description of what went wrong, including dates and times where known. Any reference numbers, such as booking references or invoice numbers. Details of any staff you have already spoken to about the issue. What outcome or resolution you would like us to consider.
Providing clear information helps us investigate efficiently, especially where the complaint relates to time-sensitive matters such as removal schedules or storage access.
Stage One: Initial Resolution
Where possible, we aim to resolve complaints quickly and informally at the first point of contact. This may be with a member of the customer service team, a driver or crew leader, or a member of the storage facility staff.
The staff member will listen to your concern, ask any necessary questions to understand the issue fully, and attempt to offer a practical solution. For example, this may include clarifying information, arranging a follow-up visit, reviewing an inventory, or correcting an administrative error.
If your complaint cannot be resolved immediately, it will be passed to a supervisor or manager for further review as part of Stage Two.
Stage Two: Formal Investigation
If you are not satisfied with the initial response, or if the issue is more complex, your complaint will be treated as a formal complaint and referred to a manager.
During the formal investigation stage, we will:
Record your complaint and the date it was received. Review relevant documents, booking forms, inventories, logs, and internal notes. Speak to any staff members involved, including removal crews or storage personnel. Where appropriate, review any photographic evidence or condition reports relating to your goods.
We aim to acknowledge your formal complaint within a reasonable timeframe and to provide a full response after the investigation is complete. If we require additional time for a detailed review, we will inform you and explain the reason for any delay.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide a clear response setting out:
What we understand your complaint to be. The steps we took to investigate. Our findings based on the evidence available. Any action we propose to take and the reasons for that decision.
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
An explanation or clarification of what happened. An apology where we have fallen short of our standards. Corrective action, such as updating records, amending schedules, or improving procedures. In appropriate cases, a goodwill gesture or other remedial action consistent with our terms and conditions and applicable law.
Escalation if You Remain Dissatisfied
If you are not satisfied with the outcome of the formal investigation, you may ask for your complaint to be reviewed at a higher level within the company. In doing so, please explain why you are unhappy with the response and what you believe has not been addressed.
The escalated review will consider all the information already gathered and any additional points you raise. We will then confirm whether the original decision is upheld or whether any further action will be taken.
Timescales
We aim to deal with complaints promptly and fairly. In most cases, straightforward issues can be resolved quickly at the initial stage. More complex matters, particularly those involving multiple services or detailed checks of inventories and schedules, may take longer. If at any point we believe there will be a delay in responding, we will inform you and explain why.
Fairness, Confidentiality and Record Keeping
All complaints are handled with respect, impartiality, and confidentiality. We will only share details of your complaint internally with staff who need the information to investigate and resolve the issue. We keep records of complaints and outcomes to help us monitor performance and improve our storage and removals services over time.
Using Feedback to Improve Our Services
We recognise that feedback, including complaints, is an important source of learning. We review complaint trends to identify recurring issues, such as communication gaps, scheduling concerns, or handling procedures, and use this information to refine training, systems, and customer information. Our goal is to continually improve the safety, reliability, and professionalism of Storage Cowley services for all customers.
