Complaints Procedure for Storage Highgate Customers
Storage Highgate is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, consistent and prompt manner. This complaints procedure explains how you can raise a complaint, how we will respond, and the steps we take to resolve matters and improve our services.
Purpose of this Complaints Procedure
The purpose of this procedure is to set out a clear and transparent process for handling complaints from customers using our storage or removal services. It ensures that all complaints are taken seriously, investigated properly, and used as an opportunity to improve our service standards.
This procedure applies to all customers who use Storage Highgate for storage, moving, packing, or related services, whether the complaint arises before, during, or after the provision of services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction from a customer about our services, staff, processes or communication, where a response or resolution is expected. This may include, for example:
Delays or missed appointments for removal services.
Concerns about the handling, packing or transport of goods.
Issues with access to storage units or the condition of facilities.
Billing or payment disputes, including charges you believe are incorrect.
Staff behaviour, communication, or customer service concerns.
If you are unsure whether your issue counts as a complaint, you can still raise it with us and we will guide you through the process.
How to Raise a Complaint
You can raise a complaint with Storage Highgate in writing or verbally. We encourage customers to put complaints in writing wherever possible, as this helps us to fully understand the issue and keep a clear record of what has been raised.
When submitting your complaint, please include the following information so we can investigate efficiently:
Your name and any relevant reference or booking details.
The date on which the issue occurred.
A clear description of what went wrong and how it has affected you.
Any steps you have already taken to try to resolve the issue.
What outcome or resolution you are seeking, if known.
If you raise your complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.
Our Complaint Handling Stages
We aim to manage every complaint in a structured and consistent way. Our process generally follows the stages below.
Stage 1: Initial Response
Once we receive your complaint, we will record it in our internal log and assign it to an appropriate member of staff or manager. We will acknowledge your complaint as soon as reasonably practical. Our acknowledgement will outline the next steps and, where possible, provide an expected timescale for investigation and response.
Stage 2: Investigation
The person handling your complaint will review all relevant information, which may include:
Your booking details and service agreements.
Correspondence between you and our team.
Job sheets, inventory lists, or move schedules for removal services.
Access logs or account records for storage services.
Statements from staff members involved.
We may contact you to clarify details or to request further information that will assist the investigation. We will treat all information you provide with care and will only share it internally with staff who need it to resolve your complaint.
Stage 3: Outcome and Resolution
Once the investigation is complete, we will provide you with a written response setting out:
Our understanding of your complaint.
What we have investigated and the information considered.
Our findings and, where applicable, any apology or explanation.
Any proposed remedies, which may include corrective actions, service amendments or other appropriate steps.
We aim to resolve complaints as quickly as possible. If, for any reason, we are unable to issue a final response within the timescale initially given, we will update you and explain the reason for the delay and when you can expect a further update.
If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint or believe that it has not been handled fairly, you may request that the matter is reviewed by a senior member of our management team.
When requesting a review, please explain why you are dissatisfied with the original outcome and provide any additional information that you believe is relevant. We will then reassess the complaint and issue a further response. This will usually be our final position on the matter.
Time Limits for Making a Complaint
We encourage customers to raise complaints as soon as possible after an issue arises, as this makes it easier to investigate fully and respond effectively. As a general guideline, complaints should be raised within a reasonable period of the event taking place or of you becoming aware of the problem.
Although we may consider complaints raised later than this, our ability to investigate and resolve older issues may be limited by the availability of records and information.
How We Use Complaints to Improve Our Services
Every complaint received by Storage Highgate is recorded and monitored so that we can identify patterns, trends and areas where our storage and removal services can be improved. This may involve additional staff training, updates to our procedures, or changes to our customer communication.
We review complaints regularly to ensure that lessons are learned and that appropriate actions are taken to reduce the likelihood of similar issues arising in future.
Confidentiality and Data Protection
All complaints are handled in confidence. Information about your complaint will only be shared with staff who need it to investigate and resolve the matter. We handle all personal data in line with our data protection obligations and retain complaint records only for as long as necessary for operational, legal or regulatory purposes.
Accessibility and Support
We are committed to making our complaints process accessible to all customers. If you need help to raise a complaint or require information in an alternative format, please let us know and we will do our best to support you. This may include assistance with writing down your concerns or providing explanations in clear, straightforward language.
By setting out this complaints procedure, Storage Highgate aims to reassure customers that any concerns about our storage or removal services will be treated seriously, investigated properly and used to maintain and improve our service quality over time.
