Storage Hoxton Complaints Procedure
Storage Hoxton is committed to providing a reliable and professional service for customers using our storage and removal solutions. We recognise that, on occasion, things can go wrong. When this happens, we want to hear about it so we can put things right and improve our services for the future. This page explains how you can raise a complaint and what you can expect from us at every stage.
Our Commitment To You
We aim to handle all complaints fairly, consistently and promptly. Every complaint is taken seriously, whether it relates to storage facilities, removal services, handling of belongings, billing, or customer care. Our objectives are to understand what went wrong, resolve the issue wherever possible, and learn from the experience to prevent similar problems recurring.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This could include, but is not limited to:
Concerns about how your belongings were handled during removals or storage. Dissatisfaction with punctuality, conduct or behaviour of our staff or contractors. Issues related to the condition, accessibility or security of storage units. Questions about invoices, charges or payment arrangements. Problems with communication, booking, documentation or aftercare.
If you are unsure whether your issue is a complaint or a general query, please raise it with us. We will help direct it to the appropriate process.
Raising A Complaint Informally
We encourage customers to raise concerns as soon as possible, ideally at the time the issue occurs or as soon as you become aware of it. Many issues can be resolved quickly and informally by speaking with a member of our team. Where appropriate, we will try to resolve matters on the spot, or within a short period, by clarifying information, correcting errors or offering practical solutions.
If you feel that the issue has not been resolved to your satisfaction through an informal conversation, you may wish to follow our formal complaints procedure set out below.
Making A Formal Complaint
To help us investigate your complaint thoroughly and efficiently, please provide the following information when you contact us:
Your full name and any reference details relating to your booking or storage agreement. The date and location of the service or incident you are unhappy about. A clear description of what went wrong and how it has affected you. Any evidence that may be helpful, such as inventories, photographs, receipts or correspondence. Details of the outcome you are seeking, where possible.
We recommend that you put your complaint in writing so that we have a clear record of your concerns. Written complaints will be logged in our internal system and assigned to an appropriate member of the management team for review.
Acknowledgement And Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will confirm that we have received your complaint, outline the next steps, and provide an indicative timeframe for our investigation and response.
We aim to provide a full written response to your complaint after we have completed our investigation. If we are unable to respond within the timeframe originally indicated, we will let you know, explain why there is a delay, and give an updated timescale.
How We Investigate Complaints
The person handling your complaint will review all relevant information and may take some or all of the following steps:
Check booking records, inventory lists, storage agreements and service notes relating to your account. Speak with the team members or contractors involved in providing your storage or removal service. Inspect any relevant storage areas, vehicles or equipment where appropriate. Assess any evidence you have provided, such as photographs or correspondence. Consider whether our internal policies and procedures were followed correctly.
Our investigation is designed to be fair and objective. We will consider your views carefully and balance them with the evidence available to us.
Our Response And Possible Outcomes
When our investigation is complete, we will write to you with our findings and explain our decision in clear terms. Where a complaint is upheld, we will also outline how we propose to resolve the matter. Depending on the circumstances, this may include:
Providing an explanation or clarification. Offering a practical remedy or corrective action. Reviewing or adjusting internal processes or staff training. Taking appropriate action with staff or contractors where necessary.
If we do not uphold your complaint, we will explain the reasons and the evidence relied upon in reaching our decision.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may request that your case is reviewed by a senior member of our management team who was not directly involved in the original investigation. This review will focus on whether the complaint was handled fairly, whether relevant information was properly considered, and whether our decision and outcome were reasonable in the circumstances.
Following this review, we will write to you again to confirm our final position.
Recording And Learning From Complaints
We keep records of all formal complaints, including details of the issues raised, our investigation, the outcome and any actions taken. These records help us identify patterns, recurring issues and areas for improvement across our storage and removal services. We use this information to refine our procedures, support staff training and enhance the overall customer experience.
Confidentiality And Data Protection
All complaints are handled in accordance with applicable data protection and privacy requirements. Information relating to your complaint will be shared only with those who need it to investigate and resolve the matter. We will store information securely and retain it for as long as is necessary for our legitimate business purposes and any relevant legal or regulatory obligations.
Accessibility Of This Procedure
We want our complaints procedure to be easy to understand and accessible to all customers. If you need this information in a different format, or require assistance in raising a complaint, please let us know and we will do our best to help.
By setting out this complaints procedure, Storage Hoxton aims to give you confidence that any concerns about our storage or removal services will be treated seriously, handled fairly and used to drive continual improvement.
