Storage Soho Complaints Procedure
This Complaints Procedure explains how Storage Soho receives, records and resolves complaints about our storage and removal-related services. Our aim is to deal with all concerns fairly, consistently and as quickly as reasonably possible, while using feedback to improve our service.
1. Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear route to raise issues, to set out what Storage Soho will do in response, and to outline the timescales you can normally expect. It applies to all services provided by Storage Soho, including storage, packing support and removal-related services.
This procedure is for complaints, which we define as an expression of dissatisfaction where a response or resolution is explicitly or implicitly expected. It is not intended for general feedback, routine queries or requests for information.
2. Who can make a complaint
Any customer who has used, or is using, Storage Soho services may raise a complaint under this procedure. A complaint may also be raised by an authorised representative, provided they have the customer’s permission to act on their behalf. In such cases, we may ask for confirmation of that authority before discussing account-specific details.
3. What you can complain about
You may complain about any aspect of our service, including but not limited to:
Service quality relating to storage or removal-related support. Conduct, attitude or behaviour of our staff, contractors or representatives. Information you believe was misleading, incomplete or unclear. Delays, missed appointments or booking issues. Billing, charges or how your account has been handled. How a previous concern or complaint was managed.
If your concern relates to something outside our control, we will explain this and, where possible, direct you to the appropriate organisation.
4. How to raise a complaint
You should raise your complaint as soon as possible after the issue occurs, so that it can be properly investigated. Please provide as much detail as you can, including dates, relevant locations, what happened, the impact on you, and what outcome you are seeking.
Complaints can normally be raised in writing or verbally. Where a complaint is initially made verbally, we may ask you to confirm the main points in writing so that there is a clear record of your concerns and our agreed understanding of the complaint.
If you require additional assistance in making a complaint, for example because of language or accessibility needs, please let us know so we can discuss reasonable adjustments.
5. Our approach and principles
Storage Soho is committed to handling complaints in line with the following principles:
Fairness: We will treat you with respect and consider your complaint objectively. Transparency: We will explain the process, the outcome and the reasons for our decisions. Confidentiality: Your complaint will be handled in confidence and information will only be shared where necessary to investigate or resolve the issue. Timeliness: We will aim to resolve complaints promptly, keeping you informed of progress if more time is required. Learning: Where complaints highlight areas for improvement, we will use this information to review our procedures and staff training.
6. Stages of the complaints process
Stage one: Informal resolution
Where possible, we encourage you to raise issues with the relevant staff member or team in the first instance. Many concerns can be resolved quickly and informally at this stage, for example by clarifying information, offering an explanation or taking immediate corrective action.
Stage two: Formal complaint
If you remain dissatisfied, or the matter is too serious to be dealt with informally, you can request that your concerns are treated as a formal complaint. At this stage, your complaint will usually be reviewed by a manager or senior member of the team who was not directly involved in the issue.
We will acknowledge receipt of your formal complaint within a reasonable timeframe and will inform you of the person responsible for handling it. The manager may contact you to clarify points, request further information and discuss the outcome you are seeking.
Following investigation, we will provide a written response setting out our findings, any steps we propose to take, and the reasons for our decision. Where appropriate, this may include an apology, an explanation, corrective action or changes to processes.
Stage three: Further review
If, after receiving our formal response, you believe your complaint has not been properly addressed, you may request a further internal review. This will usually be undertaken by a more senior manager who has not previously been involved in the matter.
The reviewing manager will examine how your complaint was handled at stage two, including whether the investigation was sufficient and whether the response was reasonable in light of the available evidence. They may contact you to discuss the issues again before reaching a final position.
7. Timescales
We aim to resolve most complaints as quickly as practical. While specific timescales may vary depending on complexity, availability of information and the nature of the services involved, we will normally:
Acknowledge your formal complaint within a reasonable period. Provide a full response as soon as reasonably possible, or explain if more time is required and when you can expect an update.
If circumstances mean that these timeframes cannot be met, we will keep you informed of progress and the reasons for any delay.
8. Remedies and outcomes
Where a complaint is upheld, Storage Soho will consider appropriate remedies. These may include an apology, an explanation, correcting an error, reviewing a decision, improving communication, providing additional support or making changes to internal procedures and staff training.
Where a complaint is not upheld, we will explain the reasons clearly and provide you with any information that may help clarify our position.
9. Unreasonable or abusive behaviour
Storage Soho recognises that making a complaint can be stressful and we will treat all complainants with courtesy and respect. In return, we expect our staff to be treated the same way. We may limit or manage contact with customers whose behaviour is abusive, threatening, persistently vexatious or prevents us from dealing with complaints effectively.
10. Continuous improvement
Complaints provide valuable insight into how Storage Soho can improve its storage and removal-related services. We periodically review complaint trends, outcomes and customer feedback to identify learning points, training needs and service improvements.
By following this Complaints Procedure and engaging constructively with customers, we aim to resolve issues fairly and support ongoing improvements in the quality and reliability of our services.
