Storage Kensington Complaints Procedure
This complaints procedure explains how Storage Kensington manages concerns and complaints about our storage and removal services. Our aim is to resolve issues fairly, efficiently and transparently, and to use feedback to improve the services we provide to all customers.
Our Commitment to Customers
We aim to deliver a professional, reliable and courteous service at all times, whether we are providing storage solutions, removals, packing, or related support. If you feel that we have not met your expectations, or if something has gone wrong, we encourage you to tell us so that we can put matters right where possible and learn from the experience.
What This Procedure Covers
This complaints procedure covers any expression of dissatisfaction about the services provided by Storage Kensington, including but not limited to:
Concerns about removals or transportation of goods, including handling, timing, delivery or collection
Issues relating to storage facilities, such as access, security, condition of units or administration
Customer service matters, including communication, information provided, or conduct of staff
Billing, charges, or contract-related concerns
We treat all complaints seriously and handle them in a consistent and impartial manner, whether they are large or small.
How to Raise a Complaint
You may raise a complaint with Storage Kensington in writing or verbally. When making a complaint, please provide as much detail as you can so that we can investigate thoroughly. Helpful information includes:
Your full name and any relevant reference or booking details
A clear description of what has happened and when it took place
Which aspect of the service your complaint relates to, such as storage, removals or customer service
Details of any staff you spoke to at the time, if known
Any evidence that may assist us, such as photographs, inventories, or signed documents
What outcome you are seeking, such as an explanation, correction, apology, or review of charges
We encourage you to raise your complaint as soon as reasonably possible after the issue arises, as this helps us to retrieve records, speak with staff and investigate events more effectively.
Initial Resolution Stage
In many cases, complaints can be resolved quickly and informally at the first point of contact. If you raise a concern with a member of our team, they will try to address it promptly and fairly, which may include clarifying information, correcting errors, or escalating the matter where necessary.
If your complaint cannot be resolved immediately, it will be logged and passed to an appropriate person within Storage Kensington for further review. We will aim to acknowledge that we have received your complaint within a reasonable period and let you know how it will be handled.
Formal Complaint Investigation
If your complaint cannot be resolved at the initial stage, or if you request a formal review, it will be handled under our formal complaints process. This may involve:
Reviewing relevant documents, such as contracts, quotations, inventories, or job notes
Speaking to staff involved in providing the storage or removals service
Checking vehicle logs, schedules, or storage unit records where relevant
Assessing any evidence you have provided to support your complaint
We aim to provide a considered written response within a reasonable timeframe. If the matter is complex and further time is needed, we will keep you informed of progress and let you know when you can expect a full reply.
Our Response and Possible Outcomes
When we respond to a formal complaint, we will explain:
What we have understood your complaint to be about
What investigations have been carried out
Our findings and any conclusions reached
Any steps we propose to take as a result
Depending on the circumstances, outcomes might include an explanation, an apology, corrective action, service improvements, or a review of charges. Any remedy offered will be proportionate to the nature of the complaint and the findings of our investigation.
Escalating Your Complaint Internally
If you are dissatisfied with our formal response, you may ask for your complaint to be reviewed by a more senior person within Storage Kensington. When requesting an internal review, please explain why you are unhappy with the outcome and what you would like us to reconsider.
The reviewer will look at how your complaint was handled, whether the investigation was fair and thorough, and whether the outcome was reasonable in light of the evidence. We will then provide a further written response setting out the result of this review.
Time Limits and Historical Complaints
We encourage customers to raise complaints as soon as they become aware of a problem with storage or removals services. This enables us to access records more easily and speak to staff while events are still recent. Where complaints relate to matters that took place a long time ago, it may be more difficult to investigate fully, but we will still consider the information you provide and respond as fairly as we can.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter. Personal data is processed in line with our obligations under applicable data protection law. We retain records of complaints for an appropriate period to help us monitor service standards and identify any recurring issues.
Using Complaints to Improve Our Services
Storage Kensington views feedback and complaints as an important source of information for improving our storage and removal services. We regularly review complaints to identify patterns, training needs, or changes that may help prevent similar issues from arising in future. By raising a concern, you help us enhance the quality and reliability of our services for all customers.
Further Information
If you have any questions about this complaints procedure, or if you require assistance in making a complaint, you may contact us using our usual contact details. We will do our best to support you and to ensure that your concerns are heard and addressed in a fair and timely manner.
