Storage Waddon Complaints Procedure
Storage Waddon is committed to providing reliable storage and removal services and to resolving any concerns quickly and fairly. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage. We review complaints regularly to help improve our storage and removals operations and overall customer experience.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and transparent process for customers who are dissatisfied with any aspect of our services. This includes, but is not limited to, storage arrangements, removal and transport services, handling of goods, billing, customer care and communication, and the condition of facilities or vehicles. Our aim is to address issues promptly and to reach a fair outcome for everyone involved.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about our services, staff conduct, or processes, that requires a response. This might include concerns about how your belongings were handled during a removal, how a storage unit was prepared or maintained, how your booking or account was managed, delays or missed appointments, or any aspect of our customer service. If you are unsure whether your concern counts as a complaint, raise it with us and we will guide you.
How to Raise a Complaint
We encourage you to raise any concerns as soon as possible so that we can investigate while details are still clear. You can make a complaint verbally or in writing. Written complaints should clearly state your full name, the date or dates relevant to the issue, any booking or reference details you have, a description of what went wrong, and how you would like us to resolve the matter. If you raise a complaint by phone or in person, we may ask you to confirm key details in writing so that we have an accurate record.
Information We May Ask For
To investigate your complaint effectively, we may ask for additional information such as photographs of any damage or issues with your storage unit, removal inventory lists, copies of invoices, agreements, or delivery notes, and any relevant correspondence. Providing as much information as you can will help us reach a thorough and timely conclusion.
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will record it and arrange for an appropriate team member to review it. We aim to acknowledge your complaint within a reasonable timeframe, confirming that we have received it and summarising our understanding of your concerns. If any details are unclear, we may contact you to clarify the points raised before we begin a full investigation.
Stage Two: Investigation of Your Complaint
We will investigate your complaint carefully and impartially. This may include reviewing service records and booking details, speaking to staff involved in your storage or removal booking, inspecting relevant storage units or vehicles where appropriate, and examining any photos, documents, or evidence you provide. We aim to complete our investigation and provide you with a response within a reasonable period. If the issue is complex and more time is needed, we will let you know and give an updated timescale.
Our Response and Possible Outcomes
Once the investigation is complete, we will write to you setting out our findings, the outcome of your complaint, and the reasons for our decision. Where we uphold your complaint, we will also explain what action we will take. Depending on the circumstances, this may include offering an apology and explanation, correcting an error in your booking or account, carrying out remedial work or service adjustments, and reviewing or improving our internal processes and staff training. Any outcomes or remedies will be considered on a case by case basis and in line with our terms and conditions.
Stage Three: Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be escalated. When you do so, please explain why you remain dissatisfied and what outcome you are seeking. A senior member of our team, who was not directly involved in the original investigation, will review your complaint, the process followed so far, and the decision that has been made. Following this review, we will provide a final written response setting out our conclusions and any further steps we consider appropriate.
Time Limits for Making a Complaint
We recommend that you raise any complaint as soon as possible after the issue arises, and in any case within a reasonable time period. This helps us access accurate information, speak to the relevant staff, and inspect any storage units, vehicles, or items while evidence is still available. Complaints raised long after an event may be more difficult to investigate fully.
Your Responsibilities During the Process
To ensure a fair and efficient process, we ask that you provide clear and accurate information about your complaint, respond to our questions and requests for further details, treat our staff with courtesy and respect, and allow us a reasonable time to investigate and respond. If we do not receive the information we need, this may limit the scope of our investigation and affect the outcome.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will be shared only with those who need it to investigate and respond, or where we are required to share it by law. We retain records of complaints and outcomes to help monitor service quality and to improve how we manage our storage and removal operations.
Using Complaints to Improve Our Services
We value feedback from our customers and see complaints as an important source of learning. Where a complaint highlights an area for improvement, we may review our procedures, update staff training, or make changes to how we deliver storage and removal services. By doing this, we aim to reduce the likelihood of similar issues arising in future and to maintain a consistently high level of service.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our operations, industry practice, or legal requirements. The version published here represents our current approach to handling complaints about our storage and removal services.
