Storage Manor Park Complaints Procedure
This complaints procedure explains how Storage Manor Park manages and resolves concerns about our storage and removal related services. We aim to provide a clear, fair and accessible process for any customer who feels that we have not met the standards of service they are entitled to expect.
Our Commitment to Customers
Storage Manor Park is committed to delivering reliable, professional and courteous service across all aspects of storage and removals support. If something goes wrong, we want to know about it so we can put matters right where possible and improve our service for the future.
Your complaint will always be taken seriously, handled sensitively and investigated thoroughly. We will communicate with you in a clear and timely manner and work towards a resolution that is fair and reasonable based on the circumstances.
What This Procedure Covers
This procedure covers complaints relating to Storage Manor Park services, including but not limited to:
Issues arising from the use of our storage facilities, such as access, condition or management of units and common areas.
Concerns about removal related activities connected with moving goods into or out of storage, including handling, timings and coordination.
Customer service, including the conduct of staff, the accuracy of information provided, invoicing queries and general communication.
Where a matter is better dealt with through a different process, such as an insurance claim or a legal claim for loss or damage, we will explain this and advise you on the appropriate next steps.
How to Make a Complaint
We encourage you to raise any issue as soon as possible so that it can be addressed without delay. In many cases, concerns can be resolved quickly and informally.
Step 1: Raise the issue informally with a member of staff at the facility or the person you have been dealing with. Provide a clear description of what has gone wrong, when it happened and what outcome you are seeking. Wherever possible, we will try to resolve the matter immediately or within a short period of time.
Step 2: If you are not satisfied with the response at this stage, or if the matter is more serious or complex, you may make a formal complaint. When making a formal complaint, please include:
Your full name and any reference details connected with your storage or removal service.
A clear description of what has happened, including dates, times and locations where relevant.
Details of any conversations or actions already taken to try to resolve the issue.
Any supporting information you consider relevant, such as photographs or written correspondence.
Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable time. In our acknowledgement, we will confirm that we have received your complaint and indicate the next steps in the process.
We aim to provide a full response as promptly as possible. The time needed will depend on the nature and complexity of the complaint, and on our ability to gather any necessary information from staff, service partners or other parties involved. If we are unable to respond fully within the initial timeframe indicated, we will keep you informed of progress and explain the reasons for any delay.
How We Investigate Complaints
All formal complaints are reviewed by a member of the management team who was not directly responsible for the issue you are complaining about, wherever possible. This helps to ensure that the investigation is independent and objective.
Our investigation may include:
Reviewing your account details, service records and any relevant documents.
Speaking to staff involved in providing the storage or removal related service.
Inspecting the relevant area, equipment or storage unit if appropriate.
Considering any evidence you have provided in support of your complaint.
Once the investigation is complete, we will provide you with a written outcome setting out our findings, any decision reached, and any actions we propose to take.
Possible Outcomes
Depending on the nature of your complaint and the outcome of our investigation, we may:
Offer an explanation or clarification where there has been misunderstanding or miscommunication.
Provide an apology where we accept that we have not met our usual standards.
Take corrective action to address operational issues, training needs, or service processes.
Propose a practical resolution, which might include adjustments to your account or service arrangements where appropriate.
In some cases, we may conclude that no further action is warranted. In such circumstances, we will explain the reasons for this clearly and respectfully.
Escalating Your Complaint
If you remain dissatisfied after you have received our formal response, you may ask for your complaint to be reviewed at a higher level within Storage Manor Park. When requesting an escalation, please set out why you do not agree with our initial decision and what further outcome you are seeking.
The escalated review will consider both your original complaint and the way it has been handled so far. A further response will then be issued, outlining any additional findings or changes to the original decision. This will normally be the final stage of our internal complaints procedure.
Complaints Involving Third Parties
Where your concern involves a third party connected with storage or removal services, such as an independent contractor or transporter, we will still record and review your complaint. We may need to liaise with the third party to gather information, and in some cases they may be responsible for providing a direct response on aspects under their control.
We will explain our role clearly and aim to assist in coordinating communication so that you receive a comprehensive response covering all elements of your complaint.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection requirements. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing our services and complying with any relevant legal obligations. We will share information internally and, where necessary, with relevant third parties only to the extent needed to deal with the issues raised.
Continuous Improvement
Storage Manor Park views complaints as an important source of feedback. We regularly review complaint outcomes and trends to identify where our storage and removal related services can be improved. By telling us when something has gone wrong, you help us strengthen our processes, training and standards, benefitting all customers who rely on our facilities and associated services.
