Storage Covent Garden Complaints Procedure
Storage Covent Garden is committed to providing a reliable and professional service for customers using our storage and related removal assistance. We aim to resolve any concerns quickly and fairly. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can do if you are not satisfied with the outcome.
Our Commitment to You
We want every customer to feel confident in the safety, security and handling of their belongings. If something goes wrong, or if you feel we have not met the standards you reasonably expect from a storage and removal-related service, we want to know about it. Your feedback helps us improve our processes, staff training, and overall customer experience.
What This Procedure Covers
This procedure applies to complaints about:
• Storage services, including unit allocation, access arrangements, billing, and account management.
• Support connected with moving goods into or out of storage, including coordination with third-party removal providers where applicable.
• Customer service, communication, and conduct of our team members.
• The condition of facilities, including cleanliness, maintenance and security systems.
This procedure does not cover commercial disputes that are already the subject of legal proceedings, or matters that fall solely under the responsibility of an independent removal company contracted directly by you.
How to Raise a Complaint
You can raise a complaint in writing or in person at our premises. Please provide as much detail as possible so that we can investigate effectively. It is helpful if you include:
• Your full name and any reference or account details.
• A clear description of the issue, including dates and times if known.
• The service involved, for example storage unit rental or assistance with removals.
• Any supporting information such as documents or reference numbers.
• What outcome you are seeking, for example an explanation, correction, or review of charges.
If your complaint relates to a removal provider we have recommended or coordinated with, please clearly state which company was involved and what aspect of the service concerns you. This allows us to check any agreements and understand where responsibility lies.
Stage One: Initial Review and Response
Once we receive your complaint, we will:
• Acknowledge receipt of your complaint within a reasonable time.
• Allocate a member of staff who is responsible for handling your case.
• Review the information you have provided, along with our own records.
We will aim to provide a full response as soon as we can, normally within 10 working days of receiving your complaint. If we are unable to meet this timescale because, for example, the matter is complex or we require information from a third party such as a removal provider, we will let you know and explain when you can expect a full response.
Our Investigation Process
Our investigation may include:
• Checking your account records, contracts, and communications.
• Reviewing CCTV or access logs where relevant to the issue.
• Speaking with staff members involved in your storage or removal arrangements.
• Liaising with any removal partner where the complaint involves collection or delivery of goods.
We will consider your version of events carefully and compare it with the evidence available. Our findings will be explained to you in clear language, setting out what we have concluded and why.
Outcomes and Remedies
Where your complaint is upheld in full or in part, we will aim to offer a fair and proportionate remedy. Depending on the nature of the issue, this may include:
• An apology and explanation of what went wrong.
• Correction of records or billing adjustments where errors have occurred.
• Practical steps to put things right where reasonably possible.
• Changes to procedures or staff training to prevent similar issues in the future.
If we find that the issue relates primarily to the service of an independent removal company contracted directly by you, we will explain this clearly and advise you to raise the matter with the relevant provider. Where appropriate, and where we have introduced or coordinated the provider, we may still review how we managed our side of the arrangement.
Stage Two: Escalation of Your Complaint
If you are not satisfied with the response you receive at Stage One, you may ask for your complaint to be escalated. When you do so, please explain why you remain unhappy and what you feel has not been properly addressed.
At Stage Two, a more senior member of our team who was not directly involved in the original decision will review your complaint. They will look again at all the information, including any new details you provide, and may contact you for clarification.
We will aim to give you a Stage Two response within 10 working days of your escalation request. If more time is needed due to complexity or the need to obtain further information, we will keep you informed.
Final Position
After Stage Two, we will confirm our final position. This will include a summary of the issues you raised, the steps we took to investigate, our conclusions, and any remedy we are offering. If we do not uphold your complaint, we will explain our reasons clearly.
Your Responsibilities
To help us deal with your complaint efficiently, we ask that you:
• Provide accurate, clear and complete information.
• Treat our staff with respect at all times.
• Respond to any reasonable requests for additional details.
• Raise your concerns as soon as possible after the issue occurs, so that evidence is easier to obtain and review.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will be shared only with team members and third parties who need it in order to investigate and resolve your complaint. We handle personal data in line with applicable data protection requirements, keeping records of complaints for an appropriate period to allow us to review trends and improve our services.
Continuous Improvement
We regularly review complaints to identify any recurring themes affecting storage customers or those using removal-related services. This helps us refine our procedures, improve communication, and raise standards across our operations. By following this Complaints Procedure, we aim to give every customer a fair opportunity to be heard and to have their concerns addressed in a reasonable and timely manner.
