Storage Park Royal Complaints Procedure
Storage Park Royal is committed to providing a reliable and professional service for storage users and customers using our associated removal and transport services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, 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 provide a clear, fair, and transparent process for dealing with complaints relating to our services. This includes issues connected with storage arrangements, access, invoicing, customer service, and any removal or delivery services we provide or coordinate.
We use all feedback, including complaints, to review and improve our operations, training, and communication, so that we can provide a better experience for all customers.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about our services, standards, actions, or lack of action. This can include, for example:
Concerns about how a storage unit, container, or space has been allocated or managed. Issues with the condition, handling, or positioning of items during removal, transport, or loading and unloading. Disputes about billing, charges, or contract terms. Delays in collection, delivery, or access to your stored goods. The conduct, attitude, or helpfulness of staff or contractors acting on our behalf. The way a previous concern or enquiry has been handled.
If you are unsure whether your issue is a complaint, you may still raise it with us and we will confirm how it will be handled.
How to Raise a Complaint
We encourage you to raise complaints as soon as possible after the event, so that we can investigate promptly and thoroughly. You may make a complaint verbally or in writing.
Verbal complaints can be made in person at our office or over the phone to our customer service team. Written complaints can be made by letter or via any online contact form we provide. If you contact us using more than one method, we will treat this as a single complaint and respond through an agreed channel.
When making a complaint, please provide as much information as you can, including:
Your full name and any relevant account or booking reference. Dates and times of the issue, and which service it related to, such as storage, collection, delivery, or removal. A clear description of what went wrong and who was involved, if known. Any impact on you, your items, or your plans, including financial or time loss. Any steps already taken to resolve the matter. What outcome or resolution you would consider fair and reasonable.
Our Complaints Handling Stages
We handle complaints in a structured way to ensure they are dealt with consistently and fairly.
Stage One: Initial Response
Once we receive your complaint, we will acknowledge it as soon as reasonably practical. For written complaints, we will normally send a written acknowledgement confirming that we have received your concerns, summarising the key points, and explaining the next steps.
Where possible, we will attempt to resolve straightforward matters immediately at this stage, especially issues involving simple misunderstandings, minor service delays, or easily corrected administrative errors.
Stage Two: Investigation and Review
If your complaint cannot be resolved straight away, it will be passed to a member of our management team for investigation. This may include:
Reviewing your account, notes, and any associated documentation, such as booking details, contract terms, or removal inventories. Speaking with staff, drivers, or contractors who were involved in providing your storage or removal service. Checking any relevant records, such as access logs, vehicle schedules, or incident reports. Considering whether our terms and conditions were followed correctly and whether our service met our own internal standards.
We aim to complete this investigation within a reasonable timeframe. If it is not possible to finish the review promptly, we will let you know and provide an estimated timeframe for our full response.
Stage Three: Outcome and Resolution
After the investigation, we will provide a clear written outcome. This will usually include:
A summary of your complaint and the issues you raised. The findings of our investigation. Our decision on whether your complaint is upheld in full, in part, or not upheld. Any steps we propose to put things right, where appropriate. Any actions we will take to improve our services in light of your feedback.
Depending on the nature of the complaint, possible outcomes may include an explanation or clarification, corrective action on your account or booking, service improvements for future removals or storage bookings, or other appropriate remedies in line with our terms and applicable law.
If You Remain Dissatisfied
If you are not satisfied with the outcome at Stage Three, you may request that your complaint be reviewed again by a senior member of our management team who was not directly involved in the original decision, where reasonably possible.
During this further review we may revisit evidence, seek additional information, or clarify points with you. We will then provide a final written response explaining our position and whether any further steps will be taken.
Timescales and Communication
Our aim is always to deal with complaints efficiently and to keep you informed. While specific timescales may vary depending on complexity, we will:
Acknowledge your complaint promptly. Keep you updated if an investigation is taking longer than anticipated. Communicate decisions and reasons as clearly as we can. Use plain language to explain any technical or contractual points related to storage or moving services.
Confidentiality and Data Protection
All complaints are handled in a confidential manner. Information is only shared internally with those who need it to investigate and respond. We handle personal information in line with applicable data protection requirements and retain complaint records for a reasonable period for audit, training, and quality assurance purposes.
Using Feedback to Improve Our Services
Every complaint, whether about storage facilities, account management, or removal and delivery services, is reviewed for learning opportunities. Insights from complaints may result in additional staff training, adjustments to procedures, clearer communication with customers, or changes to how we schedule or manage collections and deliveries.
By following this Complaints Procedure, we aim to resolve issues fairly and to continue improving the standard of service provided by Storage Park Royal.
