Storage Falconwood Complaints Procedure
Storage Falconwood is committed to providing reliable storage and removals services and to handling any concerns in a fair, transparent, and timely way. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at every stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and accessible route to express dissatisfaction with any aspect of our services, including storage, removals, handling of goods, customer service, billing, or communication. Our aim is to resolve issues as quickly as possible and to use feedback to improve our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received or about the way we have acted or failed to act. This can include concerns about:
Service quality and reliability for storage or removals
Delays, missed appointments, or operational issues
Care, handling, or condition of your goods
Accuracy of information or documentation provided
Conduct or attitude of our staff or representatives
Billing, payments, or charges you believe to be incorrect
If you are unsure whether your issue is a complaint, you can still raise it with us and we will explain how it will be handled.
Raising a Complaint
You can raise a complaint in writing or verbally. To help us investigate quickly and effectively, please provide as much detail as you can, including:
Your full name and any reference details related to your booking or storage unit
A clear description of what has gone wrong and when it happened
Any steps you have already taken to try to resolve the matter
What outcome you are seeking, where known
Any supporting information that may help us understand the issue
We encourage customers to raise concerns as soon as possible after the event, so that we can investigate while information is still recent and accurate.
Stage One: Informal Resolution
In the first instance, we ask that you raise your complaint with the member of staff or team you have been dealing with, such as the storage reception team or the removals coordinator. Many issues can be resolved quickly at this level through clarification, explanation, or a practical solution.
At this stage we will:
Listen carefully to your concerns and clarify any points
Try to resolve the matter promptly, usually within a few working days
Explain any relevant policies or terms where appropriate
If you are satisfied with the explanation or solution, your complaint will be closed at this stage. If you remain dissatisfied, you can request that your complaint is escalated to a formal review.
Stage Two: Formal Complaint Review
If your complaint cannot be resolved informally, or if you prefer to raise it formally from the outset, it will be logged as a formal complaint and reviewed by a manager or a designated complaints handler.
When we receive your formal complaint, we will:
Acknowledge receipt within a reasonable period, confirming that your complaint is being investigated
Record the details of your complaint and any supporting information
Nominate a person responsible for handling the investigation
Investigate the facts, which may include reviewing documents, speaking to staff, and checking records related to your storage or removals service
We aim to provide a full written response within a fair and proportionate timescale. If more time is required due to the complexity of the complaint or availability of information, we will let you know and keep you updated on progress.
Our Response and Possible Outcomes
Following our investigation, we will provide a clear response setting out:
What issues you raised and how we understood your complaint
What investigations were carried out
Our findings based on the information available
Any actions we propose to take
Possible outcomes may include an explanation or clarification, an apology where appropriate, corrective action, a service adjustment, or a goodwill gesture, depending on the circumstances and subject to our terms and conditions.
Stage Three: Further Review
If, after receiving our formal response, you still believe your complaint has not been resolved fairly, you may request a further review. This review will be carried out, where possible, by a more senior member of the team who has not been directly involved in the earlier stages.
During this stage we will:
Reassess the complaint and the steps taken to date
Consider any additional information you provide
Confirm whether our original decision stands or if any changes are appropriate
This final internal review aims to ensure that your complaint has been handled thoroughly and objectively.
Time Limits for Making a Complaint
We ask that complaints are raised within a reasonable time from when you became aware of the issue. This helps us to investigate effectively and access accurate information. If a significant amount of time has passed, it may limit the options available; however, we will always consider the specific circumstances and explain what we can reasonably do.
How We Use Complaints to Improve
Complaints and feedback are an important part of how Storage Falconwood improves its storage and removals services. We regularly review complaints data to identify patterns, update staff training, refine procedures, and improve communication with customers. Where we identify recurring issues, we will take steps to address them and reduce the likelihood of similar problems occurring in the future.
Confidentiality and Data Protection
All complaints are handled in line with our privacy and data protection obligations. Information you provide will be used only for investigating and resolving your complaint and for improving our services. It will be shared internally only with those who need to know in order to deal with the matter.
Our Commitment to Fair Treatment
We are committed to treating all customers fairly and respectfully throughout the complaints process. Making a complaint will not affect the level of service you receive from us in the future. We expect our staff to remain professional at all times and we ask customers to communicate their concerns in a respectful manner so that issues can be resolved constructively.
This Complaints Procedure applies to all customers using Storage Falconwood for storage, removals, or related services and is reviewed periodically to ensure it remains clear, accessible, and effective.
