Storage Pinner Complaints Procedure
This Complaints Procedure explains how Storage Pinner manages and resolves complaints about our storage and removal services. Our aim is to deal with all concerns fairly, consistently and as quickly as possible, while using the feedback to improve our services.
Our Commitment to You
We want every customer to feel confident using our storage and removal services. If something goes wrong, we encourage you to tell us so we can put it right and learn from the issue. We will always treat you with courtesy and respect, investigate your complaint carefully, and provide a clear explanation of our findings and any actions we will take.
What This Procedure Covers
This procedure applies to complaints about any aspect of our storage and removal services, including customer service, collection and delivery arrangements, handling of belongings, storage conditions, billing, and communication. It is intended for customers and prospective customers who wish to raise a concern or formal complaint about our services.
Raising an Informal Concern
In many cases, issues can be resolved quickly and informally by speaking with a member of our team. If you are unhappy with any part of our service, please raise it with the staff member you have been dealing with or ask to speak to a supervisor. We will do our best to address your concern immediately or within a short timeframe.
If you are not satisfied with the outcome of your informal discussion, or if you prefer a more formal approach from the outset, you can follow the formal complaints process set out below.
How to Make a Formal Complaint
To help us investigate your complaint efficiently, please provide the following information when you contact us:
Your full name and preferred contact method, details of the service you received, such as storage booking or removal date and reference details if available, a clear description of the problem, including what happened and when, and any supporting information that may help us understand the issue, such as photographs, inventories, or written notes. You can submit a formal complaint in writing to our office or by using any contact method published on our website or documents.
Time Limits for Making a Complaint
We recommend that you raise your complaint as soon as possible after the issue occurs so that we can investigate while details are still clear. Complaints raised after a substantial delay may be more difficult to investigate fully, especially in relation to removal schedules or storage periods that have already ended.
How We Handle Your Complaint
When we receive your formal complaint, we will log it and assign it to an appropriate member of our management team. We will first acknowledge that we have received your complaint. We will then review all relevant information, including documentation, staff reports and any evidence you have provided. If we need more details to investigate properly, we may contact you to ask further questions or to clarify aspects of your complaint.
Once our investigation is complete, we will decide whether your complaint is upheld in full, in part, or not upheld. We will then communicate our decision to you, along with an explanation of our reasoning and any actions we will take to resolve the matter or prevent a similar issue in the future.
Response Times
We aim to acknowledge all formal complaints within a reasonable period of receiving them. We then aim to provide a full written response within a further reasonable timeframe, depending on the complexity of the issues involved. Some complaints, such as those involving questions about damage or loss, may require a more detailed investigation or liaison with third parties, which can extend the time needed. If we need more time than originally indicated, we will update you and explain the reasons for the delay.
Outcomes and Remedies
Where we find that we have made a mistake or not met our usual standards, we will seek to put things right. Depending on the nature of the complaint and the findings of our investigation, possible remedies may include an explanation and apology, corrective action to improve or complete a service, a review of our internal processes or staff training, or other reasonable steps that address the specific issue raised. Any potential financial remedy or contribution will be considered in line with our terms and conditions and any applicable legal or insurance requirements relevant to storage and removal services.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may ask for a review by a different senior member of our team, where available. They will consider whether the original investigation was thorough and fair and whether the outcome was reasonable in light of the evidence. We will then provide a final response explaining the result of this review. This internal review is the final stage of our complaints procedure.
Confidentiality and Data Protection
We treat all complaints in confidence and handle personal information in accordance with our privacy practices and relevant data protection requirements. Information about your complaint will only be shared with staff who need it to investigate and respond, or where we are legally required to disclose it.
Using Complaints to Improve Our Services
We record and monitor complaints to identify patterns or recurring issues. This helps us to review our procedures, staff training, and operational practices across both our storage facilities and removal services. By learning from complaints, we aim to reduce the likelihood of similar problems occurring in the future and enhance the overall quality and reliability of our service.
Accessibility of This Procedure
This Complaints Procedure is available to all customers and prospective customers. If you require this information in an alternative format or need assistance in making a complaint, please contact our team, who will be happy to help and will take reasonable steps to ensure you can use this process.
