Storage Aperfield Complaints Procedure
Storage Aperfield is committed to providing a reliable and professional service for customers using our storage and removal solutions. We aim to resolve any concerns quickly, fairly, and consistently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and accessible route for raising complaints about any aspect of our services, including storage arrangements, handling of goods, removal services, customer service interactions, billing, or the condition of our facilities. We use all feedback, including complaints, to review our performance and make improvements where necessary.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Storage Aperfield. Examples may include concerns about the handling or storage of items, conduct or communication from our staff or contractors, the timing or reliability of collection and delivery, the accuracy of invoices or charges, or the clarity of information provided before or after you use our services.
You do not need to use the word “complaint” for your concern to be treated as one. If you tell us that you are unhappy with our service and would like us to respond, we will handle your concern under this procedure.
How to Raise a Complaint
You can raise a complaint in writing or verbally. To help us understand and resolve your concerns, please provide as much detail as possible, including your full name, any reference or contract number, the dates and locations relevant to your storage or removal service, a clear description of what went wrong and when it happened, the names of any staff you dealt with, if known, and what outcome you are seeking, such as clarification, an apology, corrective action, or a review of charges.
If you need help setting out your complaint, please let us know and we will do our best to assist you. You may also ask someone to raise a complaint on your behalf, providing they have your permission to share relevant information.
Initial Resolution by Frontline Staff
Whenever possible, we aim to resolve complaints at the first point of contact. If you raise a concern with a member of staff at our premises or with a member of our removals team, they will listen to your concerns, confirm their understanding of the issue, and try to resolve the matter promptly. Many issues can be resolved quickly by clarifying information, adjusting practical arrangements, or correcting minor errors.
If your complaint cannot be resolved immediately, or if you feel it needs further investigation, you may request that it be escalated as a formal complaint.
Formal Complaint Stage
When a complaint is treated as a formal complaint, it will be acknowledged within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps in the investigation, and provide an estimated timescale for our response.
Your complaint will then be reviewed by an appropriate manager who is not directly involved in the issue being complained about wherever possible. They may contact you to request further details or evidence, such as photographs, inventories, or copies of communications, and may also speak to staff members or contractors involved in providing your storage or removal service.
Investigation and Outcome
We will investigate your complaint objectively, considering all available information. Once our investigation is complete, we will provide you with a written response setting out our understanding of your complaint, a summary of the investigation carried out, our findings and any decision we have reached, and any actions we will take to put things right or to prevent a similar issue from happening again.
Where we find that we have made a mistake or fallen short of our standards, we will acknowledge this and consider appropriate remedies. These may include a clear explanation or clarification, an apology, corrective action in relation to your storage or removal arrangements, and, where appropriate, a review of any charges that may have been affected by the issue.
If You Remain Dissatisfied
If you are not satisfied with the outcome of the formal complaint stage, you may request a further review. Your request should explain why you remain dissatisfied and identify any points you feel have not been addressed. A senior member of our team will then examine the handling of your complaint, the evidence considered, and the conclusions reached.
Following this review, we will write to you with our final position. This will usually represent the conclusion of our internal complaints process.
Timescales
We aim to deal with all complaints as promptly as we reasonably can. While exact timescales may vary depending on the complexity of the issue and the availability of relevant information, we will keep you informed of our progress and notify you if we need more time to complete our investigation.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. Any personal data provided in connection with your complaint will be processed in line with applicable data protection requirements and retained only for as long as necessary for complaint handling and record-keeping purposes.
Using Complaints to Improve Our Services
We value complaints as an important source of feedback. They help us identify areas where our storage and removal services can be improved, highlight training needs for staff and contractors, and inform updates to our policies, procedures, and customer information. We regularly review complaint patterns and outcomes to support continuous improvement and to maintain high standards of service for all customers.
Accessibility of this Procedure
This complaints procedure is available to all customers and prospective customers of Storage Aperfield. If you require this information in an alternative format or need additional support in raising a complaint, please let us know and we will make reasonable efforts to accommodate your needs.
