Storage Ham Complaints Procedure
At Storage Ham we aim to provide a reliable, efficient and professional service for all storage and removal customers. We recognise that sometimes things may go wrong, and when they do, we want to know about it. Feedback helps us improve our services and put matters right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this complaints procedure
This procedure is designed for customers who wish to complain about any aspect of our storage or removal services, including collections, deliveries, handling of goods, account administration, or interaction with our team members. It applies whether you are using our facilities for personal storage or using our services for moving home or business premises.
We treat all complaints seriously, whether they are minor issues or more serious concerns. Our goals are to respond promptly, investigate fairly, and reach a clear outcome with a focus on practical resolutions.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like us to respond. This may include concerns about the standard of our storage units, the conduct of our removals team, damage to goods, delays, missed appointments, charges you do not understand, or how your account has been managed.
If you simply wish to make a suggestion or ask a question, you can do so at any time and we will treat it as feedback rather than a formal complaint, unless you ask us to treat it formally.
How to raise a complaint
You can raise a complaint verbally or in writing. Complaints can be made by speaking with a member of our team, by letter, or by using any contact methods displayed on your agreement or our customer documentation. When you contact us, please provide as much detail as possible so that we can investigate effectively.
To help us understand and resolve your complaint, it is useful if you include the following information where possible:
Your full name and, if applicable, the name the account is held under. Any reference number or booking details relating to your storage or removal service. The date and location of the service or incident you are complaining about. A clear description of what went wrong and how it has affected you. Any evidence you wish us to consider, such as photographs or notes. What outcome you are seeking, for example an explanation, an apology, corrective action or compensation.
Stage 1: Initial response and early resolution
In many cases, concerns can be resolved quickly by the team member you first speak to. They will listen to your concerns, clarify any details, and try to provide an immediate explanation or solution. If they are unable to resolve the matter straight away, they will record your complaint and ensure it is passed to the appropriate person for review.
We aim to acknowledge complaints at this stage within a reasonable timeframe. Where possible, we will provide a full response promptly. If your complaint is more complex, we will explain that a further investigation is required and move it to Stage 2.
Stage 2: Formal investigation
If your complaint cannot be resolved informally or you request a formal investigation, your complaint will be handled by a manager or senior member of staff. They will review your concerns in detail, including any relevant documents, service records and statements from those involved.
As part of the investigation we may contact you to request further information or clarification. This helps us ensure we have a complete understanding of what happened and the impact on you. We will aim to complete our investigation within a reasonable period, and will keep you informed if further time is needed due to complexity.
Once the investigation is complete, we will provide you with a clear written response setting out:
A summary of your complaint. The steps we took to investigate. Our findings and whether your complaint is upheld in full, in part, or not upheld. Any corrective actions we will take, which may include an apology, an explanation, service improvements, remedial work or, where appropriate, consideration of compensation.
Stage 3: Escalation of your complaint
If you remain dissatisfied after our formal investigation, you may request that your complaint be reviewed at a higher level within Storage Ham. Your case will then be re-examined to consider whether the investigation was thorough and whether the outcome was fair and reasonable in light of the evidence.
We may revisit records, speak to staff again, or seek further information from you. Following this review, we will provide a final response setting out our position. This will normally represent the end of our internal complaints process.
How we aim to resolve complaints
We approach every complaint with an open mind and a focus on learning. Where we identify that something has gone wrong, we will look at suitable remedies. Depending on the circumstances, this may include offering a sincere apology, providing a detailed explanation, correcting mistakes in our records, improving our procedures, or taking practical steps to put things right where possible.
Complaints relating to loss or damage of goods may also be considered under the terms and conditions of your agreement and any relevant insurance or cover options. We will explain how these apply in your specific case.
Confidentiality and data protection
All complaints are handled in confidence and in line with our data protection obligations. Information is shared only with those who need it in order to investigate and resolve your complaint. Records of complaints are retained for an appropriate period so that we can monitor performance and improve our services.
Using complaints to improve our service
We review complaints regularly to identify trends and areas where we can improve our storage and removal services. This may lead to additional staff training, changes to procedures, updates to customer information, or improvements in how we plan and deliver collections and deliveries.
By raising a complaint you are helping us maintain and improve the standards we aim to deliver. We value every opportunity to learn from customer experience and to make our services more reliable and straightforward.
Alternative options
If you are not satisfied after completing our internal complaints procedure, you may wish to seek independent advice about your rights and options. This might include speaking to a legal adviser or a consumer support organisation. Any such steps are entirely your choice, and you are free to pursue them at any stage, although we recommend giving us the opportunity to investigate and resolve matters first.
This complaints procedure does not affect your statutory rights or any rights you may have under your agreement with Storage Ham.
