Storage Fulwell Complaints Procedure
Storage Fulwell is committed to providing a reliable and professional service for customers using our storage and removals solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you and put things right as quickly and fairly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We take all complaints seriously and aim to handle them in a way that is fair, consistent, and transparent. Our objectives when dealing with a complaint are to:
Understand clearly what has gone wrong from your point of view.
Investigate the issue thoroughly and impartially.
Provide a timely response with a clear explanation of our findings.
Where appropriate, offer a remedy or practical solution.
Use your feedback to improve our storage and removals services in the future.
What Is a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, facilities, or processes, whether it relates to storage, packing, loading, transport, delivery, or aftercare. You may complain if you feel that we have:
Failed to provide a service as agreed.
Provided a service that has fallen below reasonable expectations.
Acted in a way that is unfair, discourteous, or unprofessional.
Failed to follow our published policies, terms, or procedures.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage written complaints where possible, as this helps avoid misunderstandings and allows us to record the details accurately. If you raise a complaint verbally, we may ask you to confirm key points in writing so we can be sure we understand the issue correctly.
When submitting a complaint, please provide the following information to help us investigate efficiently:
Your full name and any reference that appears on your booking or storage documentation.
The date of the service, or the period during which the issue occurred.
A clear description of what went wrong and how it has affected you.
Details of any conversations or previous attempts to resolve the matter.
Copies of any relevant documents, such as inventories, condition reports, or receipts.
Your preferred method for us to contact you with our response.
Stage One: Initial Resolution
In many cases, concerns can be addressed quickly by speaking with the team member you have been dealing with, such as your move coordinator, driver, or storage office representative. We encourage you to raise the issue as soon as you become aware of it so we can rectify matters promptly, for example by adjusting timings, clarifying charges, or resolving minor service issues.
Our staff will aim to resolve your complaint informally where possible and may be able to provide an explanation or solution immediately. If your complaint cannot be resolved informally, or if you are not satisfied with the initial response, you may escalate your complaint to the formal stage.
Stage Two: Formal Complaint
If your concern is not resolved at the initial stage, you can make a formal complaint. Once received, we will:
Acknowledge receipt of your complaint and confirm that it is being reviewed.
Allocate a member of our management team to investigate the matter.
Review all relevant information, including booking details, written records, and statements from staff involved.
Contact you if we need further details or clarification.
We aim to complete the investigation and issue a written response within a reasonable timeframe. If we are unable to provide a final response within this period, we will update you on progress and let you know when you can expect a full reply.
Our Response and Possible Outcomes
Following our investigation, we will write to you with a clear summary of our findings. Our response will explain:
What we have understood your complaint to be.
The steps we took to investigate it.
Whether we uphold your complaint in full, in part, or not at all.
The reasons for our decision.
Where appropriate, we may offer one or more of the following outcomes:
An explanation or clarification of what has happened.
An apology where we have fallen short of our standards.
A practical remedy, which may include corrective action, service adjustments, or other appropriate steps.
Information on how we will use your feedback to improve our storage and removals processes.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you may request a further review. In doing so, please explain why you are unhappy with our decision and what outcome you are seeking. A senior member of our team, who has not been directly involved in the earlier stages, will review the handling of your complaint, our findings, and the outcome offered.
Following this review, we will provide a final position statement. This will restate our conclusions or, if new information or perspective has come to light, adjust our findings and any proposed remedy.
Time Limits for Complaints
To enable a fair and accurate investigation, we ask that complaints are raised as soon as reasonably possible after the event. Delays in notifying us can make it more difficult to obtain evidence, photographs, or detailed statements, particularly in relation to removals activity such as loading, transport, and delivery. Where a significant period has passed, we may not be able to investigate all aspects fully, but we will still look at what can be reasonably assessed.
Data Protection and Confidentiality
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint and improving our services. Details will be shared internally only with staff who need to see them in order to respond appropriately. We will retain records of complaints and their outcomes for a reasonable period so that we can monitor performance and identify areas for improvement.
Continuous Improvement
Feedback from customers, including complaints and compliments, plays an important role in our ongoing efforts to maintain and improve the quality of our storage and removals services. We review complaint trends to identify common issues, training needs, or process changes that will help prevent problems recurring and enhance the customer experience.
By following this complaints procedure, we aim to ensure that your concerns are heard, investigated fairly, and resolved wherever possible, while supporting our commitment to delivering dependable storage and removals services.
