Storage Primrose Hill Complaints Procedure
This complaints procedure explains how Storage Primrose Hill will handle any concern or dissatisfaction you may have with our services. It covers storage, removals, packing, collection, delivery, and related customer support. Our aim is to resolve issues promptly, fairly, and transparently, and to use all feedback to improve the quality and reliability of our services.
Purpose and scope
This procedure applies to all customers of Storage Primrose Hill, including individuals and businesses using our storage units, moving services, or combined removal and storage packages. It sets out how you can raise a complaint, how we will respond, and what you can expect from us at each stage. A complaint is any expression of dissatisfaction, whether oral or written, where a response is explicitly or implicitly expected.
Our commitment to you
We are committed to handling complaints in a way that is fair, consistent, and respectful. We will:
Listen carefully to your concerns and take them seriously.
Acknowledge mistakes where they occur and seek to put things right whenever reasonably possible.
Handle your complaint confidentially and only share information within the business on a need-to-know basis.
Use what we learn from complaints to improve our storage, removals, and customer care processes.
When to use this complaints procedure
You may use this procedure if you are unhappy with any aspect of our service, including but not limited to:
Condition, cleanliness, or suitability of storage units.
Collection and delivery arrangements for your belongings.
Conduct, punctuality, or professionalism of our staff or contractors.
Handling, packing, loading, unloading, or transport of your items.
Accuracy or clarity of information provided before, during, or after your move or storage booking.
Invoices, charges, or the way payments have been handled.
If your concern relates to a potential insurance claim or damage to goods, we may also need to follow any requirements set out by the relevant insurer, in addition to this complaints procedure.
How to make a complaint
You can raise a complaint verbally or in writing. To help us understand and resolve the matter efficiently, please provide:
Your full name and any reference details relating to your booking or storage account.
A clear description of what has gone wrong and when it happened.
Any relevant supporting information, such as inventory lists, photographs, or collection and delivery details.
What outcome you are seeking, where this is known.
We encourage you to raise concerns as soon as possible so that we can investigate while events are still recent and information is more readily available.
Stage one: informal resolution
In the first instance, we ask that you raise your concern with the member of staff you have been dealing with, or with the relevant team on site. Many issues can be resolved quickly and informally at this stage through clarification, explanation, or a practical solution.
Where an issue is raised informally, we will aim to provide an initial response promptly. If the matter is more complex, we may need further time to investigate, but we will let you know if that is the case and keep you updated.
Stage two: formal complaint
If you are not satisfied with the outcome of the informal stage, or if you prefer to make a formal complaint straight away, you may escalate the matter. When submitting a formal complaint, please clearly state that you are making a formal complaint under the Storage Primrose Hill complaints procedure.
Once we receive your formal complaint, we will:
Acknowledge receipt within a reasonable period, confirming that your complaint has been logged and is being reviewed.
Assign your complaint to an appropriate manager, who may not have been directly involved in the original matter wherever practicable.
Review the information you have provided and gather any additional information needed, which may include speaking with staff, reviewing records, or checking any relevant service notes related to your storage or removals booking.
We will then aim to provide a written response setting out our findings, any decisions made, and any actions we propose to take to resolve the issue. If we need more time to complete our investigation, we will inform you and explain why.
Possible outcomes
Depending on the nature of the complaint and the outcome of our investigation, possible resolutions may include:
An explanation or clarification regarding what happened and why.
A practical solution, such as adjustments to future bookings or arrangements.
A goodwill gesture, where appropriate.
Confirmation of any corrective steps we are taking to reduce the likelihood of similar issues occurring again.
Where your complaint relates to loss or damage, we will follow any applicable contractual and insurance terms, and may ask for further evidence as part of that process.
Further review
If you remain dissatisfied after receiving our formal response, you may request that a more senior manager reviews the handling of your complaint. In doing so, please explain why you are not satisfied and what further outcome you are seeking. We will then re-examine the matter, taking into account all available information and any previous responses provided.
Your responsibilities
We ask that you engage with this procedure in a constructive and courteous manner. This includes providing accurate information, responding to reasonable requests for further details, and allowing us a fair opportunity to investigate and respond. We may decide to limit or end communications where behaviour is considered abusive, threatening, or unreasonably persistent.
Data protection and confidentiality
All complaints are handled in line with our data protection responsibilities. Information will only be shared with those involved in investigating and resolving your complaint, or where we are legally required to disclose it. Records of complaints are stored securely and used to monitor service performance and standards.
Review of this procedure
Storage Primrose Hill keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective, and reflects the way we deliver our storage and removals services. We may update or amend it from time to time to reflect changes in our operations or in applicable regulations.
