Storage Welling Complaints Procedure
Storage Welling is committed to delivering reliable storage and removal services and to resolving any concerns quickly and fairly. This complaints procedure explains how you can raise an issue with us, how we will respond, and the steps we take to put things right where service has fallen below expectations.
Our commitment to you
We aim to provide a professional service across all aspects of storage and removals, including bookings, collection, handling, transport, and secure storage of your possessions. When things go wrong, we use your feedback to improve our processes, communication, and customer care. We treat all complaints seriously, whether they relate to staff conduct, service quality, handling of goods, charges, or communication.
What is a complaint
A complaint is any expression of dissatisfaction about our storage or removal services where you would like a response or resolution. This can include, for example, delays to collection or delivery, concerns about the condition of items on arrival, billing queries, or dissatisfaction with how our team has handled a query. You do not need to use particular words for us to treat your concern as a complaint.
How to raise a complaint
You can raise a complaint by contacting us through our standard contact channels. Please mark your message clearly as a complaint so that it can be directed to the appropriate person for review. You may contact us in writing or by speaking to a member of our team, who will record the details for investigation.
To help us deal with your complaint efficiently, please provide:
The name the booking or storage agreement is held under.
Any relevant reference numbers for your booking or storage unit.
A clear description of what went wrong and when it happened.
Details of any staff you spoke with, if known.
What outcome you are seeking, if you have a preferred resolution.
Stage one: frontline resolution
In many cases, complaints can be resolved quickly by the team member you first speak to, such as a customer service adviser or site representative. They will listen to your concerns, review any available information such as booking records or delivery notes, and aim to provide an immediate explanation or solution where possible.
Where your complaint can be resolved at this stage, we will confirm what has been agreed and any actions we will take, such as correcting a billing error, rearranging a visit, or clarifying service details. If you are satisfied, the complaint will be closed at this point, but the issue will still be logged so we can review patterns and improve our services.
Stage two: formal complaint review
If your complaint cannot be resolved at the frontline stage, or if you are not satisfied with the initial outcome, you can request a formal review. At this stage, a senior member of our team who was not directly involved in the issue will investigate your complaint.
The review may include checking booking and storage records, speaking with staff members involved, and, where relevant, reviewing photographs, condition reports, or collection and delivery notes. We aim to acknowledge receipt of your formal complaint review request within a reasonable timeframe and to provide a full response once our investigations are complete.
Investigation and response timescales
We aim to investigate and respond to complaints as promptly as possible. Simple complaints may be resolved within a short period. More complex matters, such as disputes about the condition of goods or multiple service issues, may require more time so that we can gather all necessary information.
Where we need extra time to investigate, we will let you know and provide an indication of when you can expect a full response. We will keep you updated if there are any further delays, explaining the reasons and the next steps.
Possible outcomes and remedies
When we have completed our investigation, we will write to you to explain our findings and the outcome. This may include:
A clear explanation of what happened and why.
An apology where we have not met our usual standards.
Steps we will take to put things right where this is appropriate and in line with our terms and conditions.
Information about any changes we will make to staff training, procedures, or communication to reduce the risk of similar issues occurring again.
Where your complaint relates to the handling or condition of your items, our response will take into account the service contracted, any relevant insurance arrangements, and our standard terms and conditions.
If you remain dissatisfied
If, after receiving our formal response, you feel that your complaint has not been addressed appropriately, you may ask for a further internal review. This review will consider whether our procedures were followed and whether our decision was fair and reasonable based on the information available.
We will confirm the outcome of this review in writing. This will usually represent the final position of Storage Welling on the matter. Any further steps available to you will depend on the nature of the complaint and on your individual circumstances, including any rights you may have under consumer law or your contract with us.
Using complaints to improve our services
Every complaint provides us with an opportunity to review how we manage storage and removals and to make improvements where needed. We regularly review complaint trends to identify recurring issues, such as communication gaps, scheduling challenges, or packing and handling concerns. This helps us refine our staff training, booking processes, documentation, and customer information so we can offer a more reliable, transparent, and efficient service.
Confidentiality and data protection
All complaints are handled in line with our data protection obligations. Information you provide will be used only for the purposes of investigating and responding to your complaint and for monitoring our service quality. Access to complaint records is limited to staff who need the information to carry out their role.
Review of this complaints procedure
This complaints procedure is reviewed regularly to ensure that it remains clear, effective, and aligned with our commitment to high service standards in both storage and removal services. We may update it from time to time to reflect changes in our operations, legal requirements, or best practice.
