London Storage Complaints Procedure

London Storage is committed to providing reliable storage and removal services and to resolving any concerns in a fair and timely way. This Complaints Procedure explains how you can raise an issue with us, how we will handle it, and what steps are available if you are not satisfied with our response.

Our Commitment to You

We aim to deliver a consistent and professional service across our storage and removal operations. If something goes wrong, we want to know so we can put it right and improve our services in the future. We treat all complaints seriously, listen carefully to what you tell us, and respond in a respectful and transparent manner.

What This Procedure Covers

This Complaints Procedure applies to all customers using our storage, moving, packing, and related services. It covers, for example:

Service quality, including removal work, packing, loading, unloading, and storage handling.
Condition of stored goods on collection or delivery, where this relates to our services.
Conduct, attitude, or professionalism of our staff or representatives.
Accuracy of information given about our services, pricing, and terms.
Delays, missed dates, or communication issues connected with your booking.

This procedure is designed for complaints about our services, not for general enquiries, feedback, or booking questions.

What We Consider a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, where you tell us that you are unhappy with our services and would like us to respond. You do not need to use the word complaint for this procedure to apply, but it helps if you clearly say that you would like your issue treated as a formal complaint.

How to Make a Complaint

You can raise a complaint in any of the following ways:

Speak to a member of our team during or after your move or storage service and ask for the issue to be recorded as a complaint.
Write to us setting out the details of your concern, what happened, and when it happened.
Use any existing contact channel we have provided to you in your booking documents to share your complaint in writing.

To help us investigate your complaint effectively, please provide as much information as you can, including:

Your full name and, if relevant, your company name.
Your booking or reference number, if available.
The date and location of the service, such as a move date or storage check-in or check-out.
A clear description of what went wrong and how this has affected you.
Any supporting information, such as photographs, inventories, or written notes about the service.

Our Complaints Handling Process

Once we receive your complaint, we will follow a structured process to review and respond to your concerns.

1. Acknowledgement

We will acknowledge receipt of your complaint as soon as reasonably possible. Where you complain in writing, we will normally confirm that we have received your complaint and that it is being investigated.

2. Initial Review

A member of our team, who is not directly involved in the matter complained about where possible, will review the information you have provided. They may contact you to clarify details or request further information, especially if your complaint concerns removal work, packing issues, or damage to goods.

3. Investigation

We will investigate your complaint by reviewing relevant records, such as booking forms, inventories, driver or crew notes, and any photographs or written communications. For storage services, this may include checking unit records and access logs. For removals, this may include reviewing move schedules, route plans, and crew reports.

4. Response

Once our investigation is complete, we will provide you with a clear response. This will normally include:

A summary of your complaint as we understand it.
Details of the steps we took to investigate.
Our findings and any conclusions we have reached.
Any proposal we can make to resolve the matter, where appropriate.

We aim to respond to complaints within a reasonable period of time. More complex complaints, especially those involving several stages of a removal or extended storage, may take longer to investigate. If this happens, we will let you know and keep you informed of progress.

Possible Outcomes and Remedies

Where we find that something has gone wrong with our storage or removal services, we will consider appropriate steps to put things right. Depending on the circumstances, this may include:

An explanation and, where appropriate, an apology.
Corrective action, such as amending records or improving communication.
Practical steps to resolve a service issue, where possible.
Any other remedy we consider fair and reasonable in the circumstances under our terms and conditions.

Any remedy offered will take into account the nature of the complaint, the evidence available, and the terms and conditions that apply to your booking.

If You Are Not Satisfied

If you are not satisfied with our response, you can let us know and ask for your complaint to be reviewed again. Where appropriate, a different member of our team will look at your complaint, the original investigation, and our response to ensure that it has been handled fairly.

We will then write to you again to confirm the outcome of this review and to explain our final position.

Fair Treatment and Confidentiality

We treat all complaints sensitively and handle your personal information in accordance with our data protection responsibilities. Your complaint will only be shared within our organisation with those who need to know in order to respond and improve our services.

Raising a complaint will not affect your right to continue using our storage or removal services, provided that all other terms and conditions are met. We do not tolerate any form of discrimination or unfair treatment towards customers who choose to complain.

Using Feedback to Improve Our Services

We review complaints regularly as part of our commitment to improve the quality of our storage and removal services. Trends or recurring issues are monitored so that we can identify where processes, training, or communication can be enhanced for future customers.

By telling us when something has not met your expectations, you help us maintain and raise the standards of service we provide.