Storage Colyers Complaints Procedure
Storage Colyers is committed to providing reliable storage and removal services and to dealing with any concerns quickly, fairly and professionally. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Our Commitment to You
We recognise that sometimes things can go wrong. When this happens, we want to know about it so we can put it right and improve our services. Every complaint is treated seriously and handled with courtesy, objectivity and respect. We aim to resolve issues as soon as possible and to keep you informed throughout the process.
This procedure applies to all customers using our storage and removal services, whether for home or business needs.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, storage facilities, handling of your goods, paperwork, billing or communication, where you are seeking a response or resolution from us.
Examples of complaints include concerns about the standard of packing or moving, the condition of items following storage, the behaviour of staff, delays in service, administration errors or how a previous issue has been managed.
Raising a Complaint Informally
In many cases, issues can be resolved quickly and informally. If something is not quite right, we encourage you to raise it with the team member you have been dealing with as soon as possible. For example, you may speak to a crew leader on the day of a removal, or to a member of our office or warehouse team about a storage concern.
Our team will do their best to understand the issue, clarify what has happened and agree a practical solution with you where this is possible. If you are satisfied with the outcome at this stage, the matter will be treated as resolved.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer to make a formal complaint from the outset, you may do so in writing. Written complaints help us to understand the situation clearly and to investigate thoroughly.
When making a formal complaint, please include the following information so that we can deal with it efficiently:
Your full name and contact details; any relevant booking or reference numbers; the dates of the service or incident; a clear description of what happened; details of any conversations already held with our staff; and what outcome you are seeking, where applicable.
Once we receive your complaint, we will acknowledge it within a reasonable time and begin our investigation.
How We Investigate Complaints
Your complaint will be reviewed by an appropriate manager who is not directly involved in the matter you are complaining about wherever possible. We may need to contact you to obtain further information or clarification so that we can fully understand the circumstances.
As part of our investigation, we may review relevant documents, service notes, photographs, inventories and delivery records, and speak to any staff members who were involved in providing your storage or removal services. For complaints involving potential loss or damage, we may ask for supporting evidence such as images of the affected items or relevant valuations if required.
We aim to complete our investigation and provide you with a full written response within a reasonable timeframe. If we are unable to do so, we will let you know the reason for the delay and when you can expect a final response.
Our Response and Possible Outcomes
Following our investigation, we will explain our findings to you clearly and outline any action we propose to take. Depending on the nature of the complaint, possible outcomes may include an apology, an explanation of what went wrong, steps to correct an error, practical solutions to address the issue, or details of any applicable claims process where loss or damage has been identified.
Where we identify that our service has fallen below the standards we expect, we will also review our internal processes, staff training or operational procedures to help prevent similar issues in the future.
If You Are Unhappy with Our Final Response
If you are not satisfied with our final response, you may ask for the decision to be reviewed by a senior manager. When doing so, please explain why you remain unhappy and provide any additional information you feel is relevant.
The senior manager will consider whether the complaint has been handled fairly and in line with this procedure. They may uphold the original decision, vary it or reach a different conclusion. You will be informed of the outcome of this review and any further steps we can reasonably take.
Timescales and Communication
We aim to acknowledge complaints promptly and to keep you updated if investigations take longer than expected, for example where complex issues or multiple services are involved. We will communicate with you in clear and straightforward language and will always try to address each point you raise.
You can help us deal with your complaint efficiently by responding to any requests for information as promptly as you can and by keeping copies of any relevant documents or evidence until the matter is resolved.
Confidentiality and Data Protection
Your complaint will be handled in confidence and your personal data will be processed only for the purpose of managing and recording the complaint, in line with our obligations under data protection law. Details of your complaint may be shared internally only with those who need to know in order to investigate and resolve it.
Continuous Improvement
We view feedback, including complaints, as an important source of learning and improvement for our storage and removal services. Trends and recurring issues are monitored so that we can identify areas where changes to our processes, facilities, vehicles or training may be needed.
By following this Complaints Procedure, Storage Colyers aims to ensure that any concerns are handled fairly, consistently and with the aim of achieving a reasonable and timely resolution for our customers.
