Storage Brent Complaints Procedure
This Complaints Procedure explains how customers can raise concerns about services provided by Storage Brent, including storage, collection, delivery, and associated removal services. We are committed to handling every complaint carefully, fairly, and within reasonable timescales, with the aim of restoring your confidence in our service wherever possible.
Our Commitment to Handling Complaints
We recognise that complaints are an important way to learn and improve. When something goes wrong, we want to know about it so we can put things right and prevent a similar issue from happening again. We treat all complaints seriously, whether they relate to our storage facilities, removal and transport services, customer service, billing, or any other aspect of our operations.
All complaints will be handled in a way that is:
Fair and impartial, ensuring both the customer and Storage Brent are properly heard and considered.
Timely, with clear communication about the progress and outcome of the investigation.
Confidential, with information shared only where necessary to investigate and resolve the issue.
What This Procedure Covers
This procedure applies to complaints made by current or former storage customers, removal clients, or other users of our services. Typical complaints may include, but are not limited to:
Concerns about the condition, access, or security of storage units.
Issues arising from removal or transport services linked to storage, including collection and delivery of goods.
Customer service concerns, such as conduct, communication, or response times.
Disputes relating to charges, invoices, or contract terms.
Operational issues, including delays, cancellations, or service quality.
How to Make a Complaint
We encourage customers to raise issues as soon as possible so they can be investigated promptly. Complaints should include your full name, any relevant reference such as agreement details, the date of the incident or issue, a clear description of what happened, and the outcome you are seeking.
You may make a complaint verbally or in writing. Where possible, we recommend putting your complaint in writing so there is a clear record of your concerns. If you need assistance setting out your complaint, we will do our best to help.
Stage One: Frontline Resolution
In the first instance, we will attempt to resolve your complaint at the frontline. This usually involves the member of staff you have been dealing with, or a site supervisor or office representative where appropriate.
At this stage, we will:
Listen to your concerns and clarify any details needed.
Try to resolve the issue immediately, where this is reasonable and practical.
Explain any immediate steps that can be taken to address the matter.
If your complaint can be resolved at this stage, we will confirm the outcome with you. If you are not satisfied, or if the issue is complex, serious, or cannot be resolved quickly, your complaint will be escalated to Stage Two.
Stage Two: Formal Investigation
When a complaint is escalated, it will be handled by a manager or other senior member of staff who was not directly responsible for the original issue. This ensures a more independent review of what has happened.
During the formal investigation, we will:
Confirm that we have received your complaint and that it is being investigated.
Review any documents, records, or service notes relevant to the issue, including storage agreements, removal schedules, and internal communication.
Speak with staff involved and, where necessary, request further details from you to fully understand the complaint.
Assess whether our service met the standards we aim to provide.
We will provide a written response setting out our findings, any decisions made, and any steps we will take to resolve the matter. Where appropriate, this may include corrective action, service improvements, or an explanation of why we are unable to meet your requested outcome.
Timescales for Responding
We aim to acknowledge all complaints within a reasonable period of receiving them. Most straightforward complaints will be resolved at the frontline stage within a short timeframe. More complex matters that require formal investigation may take longer, particularly if we need to gather additional information or consult third parties such as removal partners or insurers.
If we require more time than expected, we will keep you informed of progress and provide an updated timescale for our response. Our aim is always to avoid unnecessary delay while ensuring a thorough and fair investigation.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes include:
An explanation or clarification regarding the events or service provided.
An apology, where our service has fallen below the standards we set for storage or removal activities.
Practical steps to put things right where this is feasible.
Changes to our internal processes, staff training, or communication to help prevent similar issues arising in the future.
Where financial loss or damage is alleged, we will assess this in line with our terms and conditions and any applicable insurance or liability provisions.
Escalation Beyond This Procedure
If you remain dissatisfied after you have received our final response under this Complaints Procedure, you may wish to seek independent advice. This could include consulting a legal advisor, a consumer advice service, or any relevant industry or alternative dispute resolution body, where available. Any external escalation will be subject to the rules and processes of the relevant organisation.
Recording and Using Complaint Information
We keep records of complaints and their outcomes to help us monitor our performance and identify areas for improvement. Information from complaints may be used to improve training, update policies, and refine our storage and removal practices. Personal information will be handled in line with data protection requirements and retained only for as long as necessary for these purposes.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective, and aligned with our commitment to customer service. Updated versions may be issued from time to time as our services develop or regulatory expectations change.
By using Storage Brent services, you acknowledge that you have the right to raise concerns and that we will make every reasonable effort to address them in line with this Complaints Procedure.
