Storage Hatton Complaints Procedure
Storage Hatton is committed to providing a reliable, professional service for all storage and removals customers. We recognise that, on occasion, things may go wrong or expectations may not be fully met. When this happens, we encourage you to tell us so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage.
Our Commitment to You
We aim to treat every complaint seriously, whether it relates to a storage booking, a removals service, packing, handling of goods, billing, or customer care. Our goals are to:
Respond promptly and politely.
Investigate fairly and objectively.
Keep you informed throughout the process.
Offer a clear explanation and, where appropriate, a suitable remedy.
Use your feedback to improve our services and internal processes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services or the way we have handled an issue. This can include, for example:
Concerns about the condition or handling of your goods during storage or removals.
Issues with punctuality, conduct, or professionalism of our staff or contractors.
Problems with documentation, quotes, invoicing, or payment arrangements.
Disagreement with decisions we have made or information we have provided.
You do not need to use the word complaint for your concern to be treated as one. If it is clear that you are unhappy and want us to address a problem, we will follow this procedure.
How to Raise a Complaint
You can make a complaint in writing or verbally. While we accept complaints made in any reasonable way, we encourage you to provide your concern in writing wherever possible, as this helps us keep an accurate record and understand all the details clearly.
When raising a complaint, please include:
Your full name and any reference or booking number.
The date and location of the service, whether storage, removals, or both.
A clear description of what went wrong and how it has affected you.
Any evidence or information that may help us, such as photographs or item lists.
What outcome or resolution you are seeking, if you have something specific in mind.
If you prefer to make your complaint verbally, our team will record the details and may ask clarifying questions to ensure we fully understand your concerns.
Stage One: Initial Review and Response
In the first instance, complaints are usually handled by the team member or manager responsible for the relevant service area, such as storage operations or removals. This allows us to resolve many issues quickly and informally.
We will acknowledge your complaint within a reasonable time period and aim to provide an initial response promptly. During this stage, we may:
Ask you for further information or clarification.
Review notes, contracts, and service records.
Discuss the issue with staff involved in your booking or move.
Where possible, we will aim to resolve your complaint at this stage with an explanation, an apology where appropriate, and a proposed resolution. If you accept the outcome, the complaint will be closed and recorded for monitoring purposes.
Stage Two: Escalated Investigation
If you are not satisfied with the outcome at Stage One, you may ask for your complaint to be escalated for further review. This stage will normally be handled by a more senior manager or a person not previously involved in the matter, to provide an additional level of independence.
At Stage Two, we will:
Carry out a more detailed review of the facts and any evidence provided.
Reassess our initial findings and any decision already made.
Consider whether our procedures have been followed correctly.
We will then provide a written response setting out:
Our understanding of your complaint.
The steps we have taken to investigate.
Our findings and any conclusions.
Any actions we propose to take to resolve the matter.
We will aim to complete this stage within a reasonable timeframe, taking into account the nature and complexity of the complaint.
Outcomes and Remedies
Depending on the circumstances, possible outcomes may include:
A clear explanation or clarification if there has been a misunderstanding.
An apology where we have fallen short of our standards.
Corrective actions to put things right where this is possible.
Review of internal procedures, staff training, or service standards to prevent recurrence.
Any remedies offered will be consistent with our terms and conditions and with relevant consumer and removals industry standards. Nothing in this procedure affects your statutory rights.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with applicable data protection laws. Information will only be shared internally with those who need it to investigate and resolve your complaint. We retain records of complaints so that we can monitor trends, review performance, and improve our storage and removals services over time.
Using Feedback to Improve Our Services
We value feedback from our customers, whether positive or negative. Complaints play an important role in helping us refine our processes, maintain high standards in the handling and transport of goods, and ensure our storage facilities and removals operations continue to meet customer needs. By telling us when things go wrong, you give us the opportunity to learn and put measures in place so that similar issues are less likely to happen again.
Further Support
If you are unsure whether your issue falls under this complaints procedure, or if you need help setting out your concerns, our team will be happy to guide you on the information we require and how the process works. We want the process to be as straightforward and accessible as possible, so you feel confident your concerns will be heard and addressed fairly.
This complaints procedure applies to all customers of Storage Hatton using our storage units, removals services, packing assistance, or related offerings. It is reviewed regularly to ensure it remains up to date, clear, and effective.
