Storage Brompton Complaints Procedure
This complaints procedure explains how Storage Brompton manages and resolves concerns about our storage and removal services. We are committed to handling every complaint fairly, promptly and consistently, with the aim of putting things right and improving our service for all customers.
Our commitment to you
Storage Brompton aims to deliver reliable, professional storage and removals at all times. If you feel we have fallen short of this, we want to know. We treat all complaints seriously and use your feedback to review our systems, staff training and service standards.
We will always aim to:
Listen carefully to your concerns, understand the issue in full and record the details accurately.
Respond within clear timeframes and keep you informed of progress if further investigation is required.
Offer a fair and reasonable resolution wherever we have made a mistake or could have acted better.
Use complaint outcomes to reduce the risk of similar issues occurring in future.
What this procedure covers
This procedure covers complaints regarding our storage and removal activities, including:
The handling, packing, loading, unloading or transport of your goods as part of a move.
The condition of stored items where we have accepted responsibility for their care.
Service standards, such as punctuality, conduct of staff or the accuracy of information you were given.
Administrative errors, including invoicing issues, documentation or booking problems.
It does not cover matters that are already subject to legal proceedings, insurance-only disputes that must be handled directly with an insurer, or general enquiries that do not relate to a service concern.
Raising an initial concern
If you have a concern, we encourage you to raise it as soon as possible with the member of staff you have been dealing with, or with the team on site. Many issues can be resolved quickly and informally, especially where a move or storage booking is ongoing and we can take immediate corrective action.
Please provide the following information where possible:
Your full name and any reference number related to your booking or storage agreement.
Details of the service you received, including dates and locations.
A clear description of what went wrong, including any items affected during removals or storage.
What outcome you are seeking, for example an explanation, apology, corrective action or review of charges.
Making a formal complaint
If your concern cannot be resolved informally, or you prefer it to be treated as a formal complaint, please set this out in writing. Written complaints allow us to review all the details and ensure nothing is missed during investigation.
When we receive your formal complaint, we will:
Acknowledge receipt within five working days.
Record your complaint in our internal log so that it can be tracked.
Assign a member of the management team to review and investigate the matter.
How we investigate complaints
The manager responsible for your complaint will gather all relevant information, which may include:
Speaking with staff members involved in your removal or storage booking.
Reviewing documentation, photographs, inventory lists or condition reports, where available.
Checking vehicle logs, schedules and internal systems used to organise your move or storage.
Assessing whether our published terms, service standards and internal policies were properly followed.
We may contact you during the investigation to clarify details or request additional information, particularly where a removal or storage concern involves potential loss or damage.
Timeframes for our response
We aim to provide a full written response to your complaint within twenty working days of acknowledging it. If the issues are complex or require information from third parties, the investigation may take longer. In such cases we will update you on progress and let you know when you can reasonably expect a final response.
Our decision and possible outcomes
Once the investigation is complete, we will provide you with a reasoned response setting out:
Our understanding of your complaint and the key issues raised.
The steps we took to investigate the matter.
Our findings and any conclusion about what went wrong, if anything.
Any actions we will take, which may include an apology, explanation, corrective measures, staff training, adjustments to your account or other appropriate remedies in line with our terms and conditions.
Escalating your complaint
If you are not satisfied with the outcome of the initial investigation, you may request an internal review. Your complaint will then be passed to a senior manager who was not directly involved in the original decision.
For the review stage, please explain why you are unhappy with the earlier response and specify any information you believe has not been considered. We will aim to issue a review outcome within fifteen working days of receiving your request, or explain if more time is required.
The review decision will normally be our final internal position on the matter.
Complaints about loss or damage
Where your complaint involves potential loss or damage to goods during removal or storage, it is important that you notify us as soon as you become aware of a problem so that we can investigate promptly. This may include examining items, packaging and relevant areas of a vehicle or store where appropriate.
Any consideration of compensation will be handled with reference to our terms and conditions, any relevant limits of liability and the cover you have in place. We may ask you for evidence of value, such as receipts or photographs, in order to assess a claim accurately.
Using your feedback to improve
Storage Brompton reviews complaints on a regular basis to identify trends and opportunities for improvement across removals, storage facilities and customer support. This may lead to updates in staff training, procedures for handling goods, communication before and after moves, and the way we record information.
By following this complaints procedure, we aim to resolve individual concerns fairly while continually improving our services for all customers.
