Storage St Lukes Complaints Procedure
This Complaints Procedure explains how customers of Storage St Lukes can raise concerns about our services and how we handle those concerns. It applies to all customers using our storage, removals, packing, transport, or related services. Our aim is to resolve issues quickly, fairly, and transparently, and to use feedback to improve the way we operate.
Our Commitment to Customers
Storage St Lukes is committed to providing reliable storage and removal services with clear communication and professional conduct at every stage. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right where possible and prevent similar issues occurring in the future.
We treat every complaint seriously, whether it relates to customer service, handling of goods, billing, access, removals scheduling, or any other aspect of our operations.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the services provided by Storage St Lukes where a response or resolution is expected. This can include, but is not limited to:
Concerns about the condition, handling, or transport of your items during removals or storage. Issues with move dates, collection or delivery times, or vehicle attendance. Problems with storage unit access, security procedures, or site rules. Queries or disagreements about charges, invoices, deposits, or refunds. Dissatisfaction with the behaviour, conduct, or communication of our team members. Any situation where you believe we have not followed our terms and conditions or the standard of service you reasonably expected.
How to Make a Complaint
We encourage you to raise any concern as soon as possible so that we can investigate promptly. Complaints may be made verbally or in writing. Where practical, we recommend putting your complaint in writing so that the details are clear and there is a record of the issue.
Please include the following information when making a complaint: Your full name and any reference or booking number related to your removals or storage agreement. The date or dates when the issue occurred. A clear description of what happened and what you are unhappy with. Any immediate impact on you, your property, or your planned move. Any steps you have already taken to resolve the matter, and what outcome you are seeking.
Initial Handling and Acknowledgement
Once we receive your complaint, we will record it in our internal log and assign it to an appropriate member of staff for review. We aim to acknowledge your complaint promptly. In the acknowledgement, we will confirm that we have received your complaint and provide an outline of the next steps, including an indicative timeframe for our response.
If we need more information to understand your concerns, we may contact you to clarify details or request supporting documents such as photographs, inventories, or copies of correspondence.
Investigation Process
We strive to conduct every investigation impartially and thoroughly. Depending on the nature of the complaint, the investigation may include:
Reviewing your contract, quotation, inventory, and relevant service notes. Speaking with members of our removals, storage, or customer service teams involved in your booking. Inspecting any internal records including collection or delivery logs and vehicle schedules. Considering any evidence you provide relating to the condition of items, timings, or communication.
We will seek to establish what occurred, whether our service met the standards we set, and if not, how we can reasonably put things right.
Timeframes for Response
We aim to provide a full response to most complaints within a reasonable period from the date of acknowledgement. More complex matters, such as those involving damage assessments or multiple service dates, may take longer to review. If we require additional time, we will explain the reasons and keep you informed of our progress.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide a clear written response. This will usually include:
A summary of your complaint. The findings of our investigation. Our decision on whether your complaint is upheld in full, in part, or not upheld. Any actions we propose to take, which may include an apology, an explanation, corrective action on our processes, or other appropriate remedies in line with our terms and conditions.
Where an issue is found to relate to a misunderstanding or unclear information, we will do our best to clarify matters and prevent similar confusion for future customers.
If You Are Not Satisfied
If you are dissatisfied with the outcome or the way your complaint has been handled, you may request a further review. Your request should clearly state why you remain unhappy and what you believe has not been addressed. A more senior member of the Storage St Lukes team will then re-examine the matter, taking into account all previous correspondence and any new information you provide.
This review will focus on whether the original investigation was fair and complete, and whether the outcome was reasonable in light of our contractual obligations and the evidence available.
Using Complaints to Improve Our Service
Feedback, including complaints, is an important part of how Storage St Lukes maintains and improves its storage and removals services. We regularly review complaints data to identify recurring themes and take steps to address these, which may include additional staff training, changes to procedures, or revisions to our customer information.
By following this Complaints Procedure, we aim not only to resolve individual concerns but also to enhance the service experience for all customers who trust us with their moves and stored belongings.
Confidentiality and Data Protection
All complaints are handled in line with our obligations regarding privacy and data protection. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services, and meeting any legal or regulatory requirements. We share complaint information internally only with those who need it to carry out their roles.
By raising a complaint with Storage St Lukes, you help us understand where we can do better. We appreciate the opportunity to respond, resolve, and refine our storage and removals services.
