Storage Upton Complaints Procedure
This Complaints Procedure explains how Storage Upton manages concerns and complaints about our storage and removal services. Our aim is to resolve issues promptly, fairly and consistently, and to use feedback to improve our services for all customers.
Our commitment to resolving complaints
Storage Upton is committed to delivering reliable storage solutions and careful removal services. We recognise that, on occasion, customers may feel we have not met their expectations. When this happens, we encourage you to tell us so that we can put matters right where possible and prevent similar issues in the future.
We will treat every complaint seriously, carry out a fair investigation, and respond in a clear and timely manner. You will be kept informed at each stage so that you know what to expect and when.
What counts as a complaint
A complaint is any expression of dissatisfaction, whether verbal or written, about any part of our service. This may include issues relating to:
Quality of storage services, including access, cleanliness, or condition of storage units
Conduct or behaviour of our staff, contractors, or removal teams
Collection, packing, loading, unloading, or delivery of items
Communication before, during, or after a booking
Administrative matters such as billing, documentation, or scheduling
You do not need to use the word complaint when raising a concern. If you are unhappy and want us to respond or put something right, we will treat it as a complaint under this procedure.
How to raise a complaint
You can raise a complaint in any reasonable way that suits you, for example in writing or in person at our premises. If you raise a concern verbally, we may ask you to confirm key details in writing so that we have an accurate record of the issue.
To help us understand and investigate your complaint efficiently, please include:
Your full name and, if relevant, business name
Any reference numbers or booking details relating to your storage unit or removal service
A clear description of what went wrong and when it occurred
Any steps you have already taken to resolve the matter informally
Any supporting information you feel is relevant, such as photographs or inventory notes
If you need assistance to raise a complaint, for example due to language or accessibility needs, please let us know and we will do our best to support you.
Informal resolution
Whenever possible, we aim to resolve concerns informally and at the earliest opportunity. If you raise an issue during a removal, while using our storage facilities, or shortly after a service has been provided, our team will try to address it there and then.
Informal resolution may include explanations, practical solutions, or corrective actions. If you are satisfied with the outcome, this will normally conclude the matter. If you remain unhappy, you can ask for your concern to be treated as a formal complaint under this procedure.
Formal complaints process
When a complaint becomes formal, we follow a structured process to ensure a thorough and fair review.
Step 1: Acknowledgement
We will acknowledge your complaint as soon as reasonably possible after we receive it. In our acknowledgement we will confirm that we have recorded your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.
Step 2: Investigation
Your complaint will be allocated to an appropriate member of our management team who was not directly responsible for the issue wherever possible. They will gather relevant information, which may include:
Reviewing your booking information and service records
Speaking to staff involved in the storage or removal service
Examining inventories, condition reports, and any incident notes
Reviewing any photographs, correspondence, or other evidence that you or our team provide
We may contact you during the investigation if we need further clarification or additional information.
Step 3: Response
Once the investigation is complete, we will provide you with a written outcome. This will include:
A summary of your complaint
Details of what we have investigated
Our findings and conclusions
Any actions we propose to take to resolve the matter
Where appropriate, proposed actions may include explanations, apologies, corrective work, or other practical resolutions in line with our contractual terms and any applicable policies.
Timeframes
We aim to resolve complaints as quickly as reasonably possible. The time needed will depend on the complexity of the issue and the amount of information we need to review, especially where removal services, storage access, or third-party contractors are involved.
If we are unable to respond within the timescale provided in our acknowledgement, we will update you to explain the reason for the delay and provide a revised timeframe.
If you remain dissatisfied
If you are not satisfied with our final response, you may request a further review. This will usually be carried out by a more senior member of our team who has not previously been involved with your complaint. They will assess whether the process was followed correctly and whether our decision was reasonable based on the information available.
The outcome of this review will be communicated to you in writing. This will normally be our final internal position on the matter.
Complaints about loss or damage
Where your complaint relates to alleged loss or damage to your belongings, it is important that you tell us as soon as you become aware of the issue. Prompt notification helps us to investigate effectively, especially in relation to removal activities, packing and unpacking, and any handling within storage facilities.
Any consideration of compensation or other remedies will be handled in line with our terms and conditions and any applicable insurance arrangements. We may ask for supporting information, such as inventories, receipts, photographs, or evidence of value.
Confidentiality and data protection
All complaints will be handled sensitively and in accordance with our data protection obligations. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter, or where we are legally required to disclose it.
Using complaints to improve our services
Feedback from customers is an important part of how Storage Upton develops and maintains its storage and removal services. We regularly review complaints to identify common issues and opportunities to improve our processes, staff training, communications and customer experience.
By following this Complaints Procedure, we aim to give every customer a clear route to raise concerns and to ensure that any issues are handled fairly, transparently and with respect.
