Storage Queensbury Complaints Procedure
Storage Queensbury is committed to providing a professional, reliable and fair service for all customers using our storage and removals solutions. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our services in the future.
This complaints procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.
1. Scope of this complaints procedure
This procedure applies to complaints about any aspect of our services, including but not limited to storage, removals, packing, handling, transportation of goods, account management, billing and customer service. It covers issues raised by current or former customers, or by someone acting with their authorisation.
This procedure does not cover routine enquiries, requests for information or minor issues that can be resolved quickly through normal customer service channels. Those should be raised with our team in the first instance so they can assist you without delay.
2. Principles guiding our response to complaints
When dealing with complaints, Storage Queensbury aims to act fairly, consistently and promptly. Our approach is based on the following principles:
We take all complaints seriously and treat them with respect and courtesy.
We aim to resolve concerns at the earliest possible stage.
We listen carefully to your account of events and consider all relevant information.
We remain objective and do not make assumptions before investigating.
We keep you informed of progress and outcomes.
We use what we learn from complaints to review and improve our storage and removals services.
3. How to raise a complaint
In many cases, concerns can be resolved quickly and informally by speaking to a member of our team. If you are dissatisfied with any part of our service, please raise the issue as soon as possible with the staff member you have been dealing with, or with the duty manager at the relevant site.
If your concern cannot be resolved informally or you prefer to make a formal complaint, please do so in writing. Written complaints help us understand the issue clearly and allow us to keep a record of what has been said. When making a complaint, please include the following information:
Your full name and any reference or booking number related to your storage or removals service.
Details of the service you used, including relevant dates.
A clear description of what went wrong and when it happened.
Names or roles of any staff members involved, if known.
Copies of any supporting documents you wish us to consider.
What outcome you are seeking, for example clarification, an apology, remedial work or a review of charges.
4. Time limits for complaints
We encourage customers to raise complaints as soon as reasonably possible. This allows us to investigate while events are still recent and evidence is easier to obtain. As a general guideline, complaints should be raised within three months of the issue arising or of you becoming aware of it.
We may still look into complaints made after this period where there is a good reason for the delay, but our ability to investigate fully may be limited by the passage of time.
5. Stage one – Initial review and response
Once we receive your written complaint, we will acknowledge it. At this stage we will:
Record your complaint in our internal system.
Identify the most appropriate person to handle it, usually a manager with responsibility for the relevant area of storage or removals operations.
Review the information you have provided and gather any additional details we require where possible.
We aim to provide a substantive response within a reasonable time frame. If more time is needed due to the complexity of the matter, we will inform you of this and give an indication of when you can expect a full reply.
6. Stage two – Investigation and outcome
The manager handling your complaint will investigate the matter, which may include:
Reviewing your customer records, contracts and any relevant photographs or inventory documentation.
Speaking with staff members or third parties involved in the storage or removals service.
Checking vehicle logs, access records or incident reports, where applicable.
Once the investigation is complete, we will explain our findings to you in clear terms. Our response will set out:
What we have understood your complaint to be about.
The steps we have taken to investigate.
Our decision and the reasons for it.
Any actions we will take to remedy the situation, which may include an apology, corrective work, a goodwill gesture or a review of our procedures.
7. If you remain dissatisfied
If you are unhappy with the outcome at stage two, you may request a further review. You should explain why you disagree with our decision and what aspects you wish to be reconsidered.
Where appropriate, a more senior manager, who has not been previously involved, will review the handling of your complaint. This review will focus on whether the investigation was fair and thorough and whether the decision reached was reasonable in light of the information available.
Following this review, we will provide a final response setting out our position. At this point our internal complaints process will normally be considered exhausted.
8. Our expectations of customers
We understand that complaints often arise when customers are stressed, particularly around moving and storage of personal belongings. Our staff will treat you with respect and do their best to help. In return, we ask that you treat our team with courtesy and provide accurate information to enable a fair investigation.
We may decide to limit or end communication where behaviour is abusive, threatening or persistently unreasonable. This will only be done after careful consideration and, where possible, we will explain our reasons.
9. Learning from complaints
Storage Queensbury views complaints as an important source of feedback. We regularly review complaint records to identify patterns, areas for improvement and opportunities to enhance our storage and removals services. Where changes are needed, we will update our procedures, training or communication materials accordingly.
By following this complaints procedure, we aim to handle concerns fairly and transparently, maintaining confidence in the services we provide to all customers.
