Storage Edmonton Complaints Procedure
Storage Edmonton is committed to providing reliable, professional storage and removals services. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose and Scope
This procedure applies to all customers who use our storage, removals, packing, and related services. It covers complaints about our service quality, staff conduct, handling of goods, documentation, communication, and charges. It does not affect your statutory rights, any contractual rights set out in our terms and conditions, or any rights you may have under applicable consumer protection laws.
We aim to handle all complaints fairly, consistently, and promptly. We will listen carefully, investigate thoroughly, and provide a clear response with reasons for our decisions.
What We Consider a Complaint
A complaint is any expression of dissatisfaction about our service, whether justified or not, where you would like a response or resolution. Examples include:
Concerns about how your items were handled or stored.
Issues with packing, loading, unloading, or delivery during a removal.
Disputes about charges, invoicing, or quoted prices.
Dissatisfaction with staff behaviour, punctuality, or communication.
Concerns about how we have handled your personal information.
You are not required to use any specific wording for your concern to be treated as a complaint.
How to Raise a Complaint
You can raise a complaint in writing or verbally. We encourage you to provide as much detail as possible so that we can investigate effectively. Please include:
Your full name and any reference details you have, such as booking reference or contract number.
A clear description of what happened, including dates, times, and locations where possible.
The names of any staff you dealt with, if known.
Details of any loss, damage, or inconvenience you believe you have suffered.
What outcome or resolution you are seeking, if you have a preference.
We encourage you to raise your complaint as soon as possible after the event so that we can access accurate information and records.
Stage One: Initial Resolution
Where possible, we aim to resolve issues at the first point of contact. If you raise a concern with a member of our team, they will attempt to address it promptly. This may include clarifying information, arranging a follow-up call, or taking immediate practical steps to resolve the problem.
If your complaint cannot be resolved immediately, or if you prefer a more formal review, your complaint will move to Stage Two.
Stage Two: Formal Complaint Review
When a complaint becomes formal, it will be logged and assigned to a responsible person, such as a manager or senior member of staff. They will acknowledge your complaint within a reasonable timeframe and explain the next steps.
As part of the investigation, we may:
Review your booking details, contracts, and relevant documentation.
Check logs, schedules, and records of storage or removal activities.
Speak with staff members involved in providing your service.
Request additional information or evidence from you if needed, such as photographs or item lists.
Once our investigation is complete, we will provide you with a written or verbal response. This response will set out what we have found, any conclusions we have reached, and any actions or remedies we propose. Where appropriate, this may include an apology, an explanation, corrective measures, or other forms of redress in line with our obligations and terms.
Timescales
We aim to handle complaints as quickly as reasonably possible. Actual timescales may vary depending on the complexity of the case, availability of information, and whether third parties are involved. If we need more time to complete our investigation, we will let you know and keep you informed of progress.
Escalation and Further Review
If you are not satisfied with the outcome of Stage Two, you may request an escalation. In that case, a more senior member of the team, who has not previously been involved in the matter where possible, will review your complaint, our handling of it, and the decision reached.
The reviewer may uphold the original decision, vary it, or reach a different conclusion. You will be informed of the outcome and our reasons. This will usually represent Storage Edmonton’s final position on the matter.
Your Responsibilities When Making a Complaint
To help us deal with your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information about what has happened.
Respond to requests for additional details within a reasonable time.
Keep copies of any relevant documents, such as inventories, quotes, or photographs.
Communicate with our staff respectfully and allow us a reasonable opportunity to investigate.
We may not be able to fully investigate complaints that are raised long after the event, where records are incomplete or no longer available.
Data Protection and Confidentiality
We handle all complaints in line with our privacy commitments and applicable data protection requirements. Information you provide in connection with a complaint will only be shared with those who need it to investigate and resolve the matter or where we are legally required to disclose it. We will keep complaint records securely for an appropriate retention period.
Learning and Service Improvement
We view complaints as an important source of feedback. Where appropriate, we use the information from complaints to review our procedures, staff training, and quality controls for storage and removals work. Our aim is to minimise the risk of similar issues arising in future and to maintain a high standard of service for all customers.
Alternative Options
This Complaints Procedure does not prevent you from pursuing other options, such as seeking independent advice or taking further steps that may be available to you under law or our contract terms. However, we encourage you to use this procedure first so that we have the opportunity to address your concerns directly.
By setting out this clear Complaints Procedure, Storage Edmonton aims to ensure that concerns about our storage and removal services are taken seriously, handled professionally, and resolved as fairly and promptly as possible.
