Storage Balham Complaints Procedure
This Complaints Procedure explains how Storage Balham manages and resolves complaints about our storage and removal-related services. We aim to provide a clear, fair and timely process so that any concerns are investigated properly and used to improve our services.
Our commitment
Storage Balham is committed to delivering reliable storage facilities and associated removal and transport services. If something goes wrong, we want to know about it. We treat all complaints seriously, whether they relate to customer service, handling of goods, access arrangements, billing, contracts, or any aspect of our storage and removal operations.
We will always aim to:
Listen carefully to your concerns, record the details accurately and respectfully, investigate the issues thoroughly and impartially, provide a clear response within a reasonable timeframe, and take corrective action where appropriate to prevent similar problems.
What is a complaint
A complaint is any expression of dissatisfaction about our services, staff, contractors, vehicles, facilities, or communication that requires a response. This includes issues relating to storage units, collection and delivery for removals, loading or unloading, packing, documentation, or any arrangement agreed with you.
Raising a complaint does not affect your statutory rights or any rights you may have under your contract with Storage Balham.
How to make a complaint
You can raise a complaint in writing or verbally. Written complaints are generally clearer and easier to investigate, but you are free to choose how you contact us. Please provide as much detail as you can so we can understand what has happened and how it has affected you.
When making a complaint, please include:
Your full name, your preferred contact method, the relevant storage unit or booking reference for your removal or storage service, a clear description of your complaint, including dates and times where possible, the names of any staff or contractors involved, if known, any supporting information you feel is relevant, such as photographs, delivery notes, inventory lists or correspondence, and what outcome you are seeking, for example an explanation, apology, correction or review of charges.
Stage one: Initial resolution
Where possible, we encourage you to raise your concern as soon as it arises with the staff member or team you have been dealing with. Many issues can be resolved quickly at this stage, particularly for day-to-day storage access matters, scheduling of removal collections or deliveries, and queries about invoices or contracts.
The team will aim to understand the issue, clarify any misunderstandings and offer a practical solution. If you are not satisfied with the outcome at this stage, or if the matter is more serious or complex, you can ask for your complaint to be escalated.
Stage two: Formal complaint
If your complaint cannot be resolved informally, it will be treated as a formal complaint. A manager or designated complaints handler will then be responsible for the investigation.
At this stage, we will:
Record your complaint and acknowledge receipt, review the details you have provided and request any further information if needed, examine relevant records, such as booking notes, storage agreements, removal inventories or vehicle logs, discuss the matter with any staff or third-party contractors involved, and assess whether our procedures were followed correctly and whether our service has fallen below our standards.
We aim to provide a full response to formal complaints within a reasonable time period. If we are unable to respond within this timeframe, for example because we are awaiting information, we will let you know that the investigation is ongoing and give you an updated timescale.
Stage three: Review of outcome
If you remain dissatisfied after receiving our formal response, you may request a review of the outcome. A senior member of the team who has not previously been involved with your case will reconsider the complaint.
The reviewer will:
Re-examine the complaint and all evidence available, consider whether the original investigation was fair and complete, and decide whether the outcome and any remedy offered were appropriate.
Once the review is complete, we will provide our final position on the complaint and explain the reasons for our decision.
Possible outcomes and remedies
Depending on the nature of the complaint, possible outcomes may include:
An explanation of what happened and why, an apology where our service has fallen below expected standards, a corrective action plan, for example changes to processes for handling storage bookings or removal services, training or guidance for staff or contractors, or a review or adjustment of charges where appropriate and in line with our terms and conditions.
Any remedy will be proportionate to the circumstances of the complaint and consistent with our contractual and legal obligations.
Confidentiality and fairness
All complaints are handled with discretion. Information is shared only with those who need it to investigate and respond. We treat all customers and staff fairly and do not tolerate retaliation or unfavourable treatment of any person who raises a complaint in good faith.
Using complaints to improve our service
Feedback and complaints are an important source of information. They help us identify areas where our storage facilities, removal operations, booking systems, or communication may be improved. We periodically review complaints data to spot trends and take action to enhance our services, policies and training.
Third-party and subcontractor issues
In some cases, aspects of our service, such as transport or specialist removal assistance, may involve third parties or subcontractors. Complaints relating to these parties can still be raised through this procedure. We will coordinate with the relevant provider, oversee the investigation and communicate with you about the outcome.
Time limits for making a complaint
You should raise your complaint as soon as reasonably possible after the event so that we can investigate effectively. For issues involving damage to goods, missing items, or disputes about removal inventories, we may need to refer to documents or records produced at the time of the move or storage intake. Delays in reporting problems may affect what evidence is available.
Further help
If anything in this Complaints Procedure is unclear, or if you need assistance in setting out your complaint, please let us know when you contact us. We will do our best to support you in explaining your concerns so they can be properly understood and addressed.
