Storage Mortlake Complaints Procedure
This Complaints Procedure explains how customers of Storage Mortlake can raise concerns about our storage and removal-related services, how those concerns will be handled, and the standards you can expect from us throughout the process. We are committed to resolving issues fairly, efficiently, and in a way that helps us improve our services.
Our Commitment to Handling Complaints
Storage Mortlake aims to provide reliable storage and removal support, but we recognise that on occasion things may go wrong. When this happens, we want to know about it so that we can put matters right where possible and learn from the experience.
We treat all complaints seriously, whether they relate to storage facilities, collection and delivery, handling of goods, customer service, administration, or billing. Every complaint is handled confidentially and with respect for all parties involved.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, from a customer or a representative acting on their behalf, about any aspect of our services. This may include, but is not limited to:
Concerns about the condition or security of storage units or stored items.
Issues arising from removals, packing, loading, or transportation associated with our storage services.
Disputes over invoices, charges, or payment arrangements.
Customer service issues, including communication or conduct of staff.
You do not need to use the word “complaint” for us to treat your concern as one. If you tell us you are unhappy with our service and would like it to be investigated, it will be managed under this Complaints Procedure.
How to Make a Complaint
You can raise a complaint using any of the following methods:
In writing, addressed to the management team of Storage Mortlake.
In person at our premises, asking for a member of the management team.
Via our general customer contact channel, clearly stating that you wish to make a complaint.
When making a complaint, please provide as much information as possible so that we can investigate effectively, including your full name, any reference or booking details, dates and times of the events you are complaining about, a clear description of what went wrong, and what outcome you are seeking.
Our Complaints Handling Stages
Stage One: Initial Review and Acknowledgement
Once we receive your complaint, we will log it and arrange for an appropriate member of staff to review it. We aim to acknowledge complaints promptly. The acknowledgement will confirm that we have received your complaint, summarise our understanding of your concerns, explain the next steps, and provide indicative timeframes for a full response.
Stage Two: Investigation
Your complaint will be investigated by a member of our team with the appropriate authority and knowledge of our storage and removal operations. The investigation may involve reviewing records, inspecting relevant areas or equipment, speaking to staff members involved, and, where necessary, requesting further details from you.
We aim to complete our investigation and provide a substantive response within a reasonable period. If we are unable to do so within our usual timeframes due to the complexity of the matter, we will let you know and keep you updated on progress.
Stage Three: Response and Resolution
Following the investigation, we will send you a written response setting out the outcome. This will usually include a summary of your complaint, the steps we took to investigate it, our findings and conclusions, and any actions we propose to take to resolve the matter.
Depending on the circumstances, possible resolutions may include an explanation or apology, practical steps to correct a problem, a review of processes, training or guidance for staff, or other appropriate remedies. Any remedy offered is at the discretion of Storage Mortlake and will take into account the nature of the complaint and any contractual terms that apply.
Escalating Your Complaint
If you are not satisfied with the outcome at Stage Three, you may request an escalation. Your complaint will then be reviewed by a more senior member of the team or another appropriate person who was not directly involved in the original investigation.
The reviewer will consider the handling of your complaint to date, the evidence gathered, and any additional information you wish to provide. After this review, we will issue a final response that sets out our position and any further actions, if applicable.
Time Limits for Making a Complaint
To help us investigate fairly and accurately, we encourage you to raise any complaint as soon as possible after the issue arises. Complaints raised a long time after an event may be more difficult to investigate due to the availability of records and information. While we will always try to assist, we may decline to investigate matters that are unduly historic or outside any contractual limitation periods.
Confidentiality and Data Protection
All complaints are handled in accordance with our obligations under data protection and privacy laws. Information about your complaint will only be shared with those who need it to investigate and resolve the issue. We may retain records of complaints and outcomes for a defined period to help us monitor performance, comply with legal requirements, and improve our storage and removal services.
Using Feedback to Improve Our Services
Complaints and feedback play an important role in helping Storage Mortlake maintain and enhance service standards across storage facilities, associated removals, and customer support. We regularly review complaint data to identify any recurring themes, areas for improvement in our processes, and opportunities to strengthen staff training.
By following this Complaints Procedure, we aim to resolve individual issues fairly while continually improving the experience for all customers who rely on our storage and removal-related services.
