Storage Tower Hill Complaints Procedure
This Complaints Procedure explains how Storage Tower Hill will handle any concern or complaint you may have about our storage or removal services. Our aim is to resolve issues fairly, promptly and transparently, while using your feedback to improve our services.
Our commitment to you
Storage Tower Hill is committed to providing a reliable, professional and courteous service, whether you are using us for storage, removals, or a combination of both. If something goes wrong, we want to know about it so we can put matters right and prevent similar issues in future.
We will always aim to:
Listen carefully to your concerns and understand what has happened from your point of view.
Handle your complaint politely, professionally and without bias.
Investigate thoroughly and base decisions on the facts available.
Explain our findings and any outcomes clearly, in plain language.
Learn from complaints and make improvements where needed.
What counts as a complaint
You can complain about any aspect of our storage or removal services, including but not limited to:
Customer service, communication or conduct of our team.
Collection, handling, transportation or delivery of your items.
Access to storage units or the condition of our facilities.
Timescales, punctuality or adherence to agreed dates.
Charges and invoicing, where you believe they are unclear or incorrect.
Any aspect of the service that you believe falls below what was agreed or reasonably expected.
How to raise a complaint
We encourage you to raise your concern as soon as possible, ideally while the service is ongoing or shortly afterwards. This helps us understand the situation more easily and respond more quickly.
You can raise a complaint in the following ways:
Speak directly to a member of our team on site or to the crew leader during a removal job. Many concerns can be resolved informally at this stage.
Write to us, setting out your concerns clearly in your own words. Please include your full name, details of the service, relevant dates, and what you would like us to do to resolve the issue.
If your complaint relates to damage or loss, please provide as much detail as possible, including item descriptions, photographs where available, and any relevant supporting information.
Information we need from you
To help us investigate your complaint efficiently, please provide:
Your full name and, where relevant, company name.
Your storage agreement or booking reference, if applicable.
The date or dates of the service or incident you are complaining about.
A clear description of what went wrong and how it has affected you.
Details of any conversations you have already had with our team about the issue.
Any evidence you feel is relevant, such as photos, inventory lists or notes.
What outcome you are seeking, for example an explanation, apology, correction, or review of charges.
Stage one: Initial review and response
Once we receive your complaint, we will acknowledge it within a reasonable timescale. We will then allocate it to an appropriate manager for initial review.
At this stage we may contact you to clarify points, request further information or discuss what outcome you are looking for. We will also speak with any staff involved, review documentation such as removal inventories, job sheets and storage records, and examine any evidence provided.
Following this review, we will aim to provide you with a written response setting out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings based on the information available.
Any proposed resolution, which may include an apology, an explanation, corrective action or other appropriate remedy.
Stage two: Further investigation and review
If you are not satisfied with the outcome of stage one, you may request a further review. You should do so within a reasonable period after receiving our initial response and explain why you remain dissatisfied and what you believe has not been addressed.
At stage two, a senior member of the team, not directly involved in the original decision where possible, will review both your original complaint and the stage one outcome. They may contact you for more information and will re-examine the evidence, including any new material you wish to submit.
We will then provide you with a final internal response, explaining whether we uphold or do not uphold your complaint in full or in part, and detailing any additional actions we will take.
Timescales
We aim to handle all complaints as quickly as reasonably possible, while still allowing time for a thorough investigation.
We will acknowledge your complaint promptly.
We will aim to provide a detailed response within a reasonable period, depending on the complexity of the issue and the availability of the people or records involved.
If we cannot provide a full response within our usual timescales, we will let you know, explain why there is a delay, and give you an indication of when you can expect a final reply.
Removals and storage specific issues
Complaints relating to removals and storage can sometimes involve complex factors such as access restrictions, traffic conditions, third party involvement, packing arrangements and pre existing item condition. Our investigation will take these into account, as well as the agreed terms of service.
Where an issue relates to potential loss or damage, we may need to review inventories, condition reports, images, and any relevant insurance arrangements. You may be asked to provide supporting information to help us understand the nature and extent of the problem.
Confidentiality and data protection
All complaints will be handled in line with our data protection obligations. Information you provide will only be shared internally with those who need it to investigate and resolve your complaint. We will store complaint records securely and retain them only for as long as necessary.
Using complaints to improve our service
Your feedback is valuable to us. We log and review complaints to identify patterns, training needs and opportunities to improve the way we deliver storage and removal services. This may include updates to our procedures, additional staff training, or changes to communication and documentation.
External advice
If, after following this procedure, you remain dissatisfied, you may wish to seek independent advice about your options. Your rights depend on the circumstances of your complaint and the terms of your agreement with us.
This Complaints Procedure does not affect your statutory rights.
