Storage Cann Hall Complaints Procedure
Storage Cann Hall is committed to providing a reliable and professional service, including storage, handling and removal support. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put things right and improve our services. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward way to tell us when they are dissatisfied with any aspect of our service. This includes storage arrangements, access to units, billing, removal and collection services, handling of goods, customer care and communication. We use all complaints as an opportunity to review and improve our internal processes and staff training.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This can include, but is not limited to, concerns about service quality, delays or missed appointments, conduct or attitude of staff or contractors, accuracy of information provided, condition or handling of goods during storage or removal, and how we have applied our terms and conditions or charges.
If you raise a concern with us and it can be resolved immediately to your satisfaction, it may be recorded as informal feedback rather than as a formal complaint. However, if you tell us you wish to make a formal complaint, or if the matter is more serious or complex, it will follow the procedure set out below.
How to Make a Complaint
We encourage you to raise any concerns with us as soon as possible so that we can investigate while the details are still clear. Complaints can be made in writing or verbally. When submitting a complaint, please provide as much detail as you can, including your full name, reference or booking details if available, dates and times of the events, a clear explanation of what went wrong, the impact the issue has had on you or your goods, and what outcome you are seeking if you have a particular resolution in mind.
If your complaint relates to a removal or storage service arranged through a third party, please explain who was involved and the nature of the arrangements so that we can identify the correct records and personnel.
Stage One: Initial Review and Response
At the first stage, your complaint will be reviewed by a member of the team responsible for storage and removal services. We aim to acknowledge your complaint promptly and will normally provide an initial response within a reasonable timescale. During this stage we may contact you to clarify details, request additional information, or confirm our understanding of the events.
We will investigate the matter by reviewing relevant records and documentation, speaking to staff or contractors involved, and considering any photographs or other evidence you provide. Once we have completed this review, we will explain our findings to you, confirm whether we uphold your complaint in full or in part, and outline any actions we propose to take. These actions may include an apology, corrective measures, service adjustments or, where appropriate, other forms of redress in line with our terms and conditions.
Stage Two: Escalation for Further Review
If you are not satisfied with the outcome at Stage One, you may request that your complaint be escalated for further review. This should usually be done within a reasonable period after receiving our initial response and should set out why you remain dissatisfied and what you believe has not been properly addressed.
At Stage Two, your complaint and the Stage One findings will be reviewed by a more senior member of our management team who has not been directly involved in the original decision wherever possible. They may contact you for further discussion, seek additional evidence, or request further internal reports. Following this review, you will receive a written outcome explaining whether the original decision is upheld, varied or overturned, and confirming any additional actions we will take.
Timescales for Handling Complaints
We aim to deal with complaints fairly and as quickly as the circumstances allow. While exact timescales may vary depending on the complexity of the issue, we will keep you informed of progress if investigations take longer than expected. Our goals are to acknowledge complaints promptly, provide a substantive Stage One response within a reasonable timeframe, and complete any Stage Two review as soon as practicable.
Where delays are unavoidable, for example if we need information from third parties involved in a removal or storage arrangement, we will let you know and give an indication of when you can expect an update.
Our Commitment to Fairness and Confidentiality
All complaints are handled in a respectful, impartial and non-discriminatory manner. Making a complaint will not affect your right to use our services or impact the way we treat you as a customer. We will only share details of your complaint with staff or contractors who need to know in order to respond and improve our services. Any personal information you provide is handled in line with our privacy and data protection obligations.
Learning from Complaints and Continuous Improvement
We view complaints as an important source of feedback about our storage units, removal support, customer service and day-to-day operations. We regularly review complaint records to identify patterns and recurring issues, assess where processes may need to change, and plan staff training or updates to guidance. This helps us to reduce the likelihood of similar problems arising in future and to maintain a high standard of service for all customers.
If You Are Still Unhappy
If, after completing our internal complaints process, you remain dissatisfied, you may wish to seek independent advice about your options. This may include contacting consumer advice organisations, professional bodies or alternative dispute resolution services, where available and appropriate to the nature of your complaint.
This Complaints Procedure does not affect your statutory rights. You should also refer to your storage or removal agreement and our terms and conditions for further information on the scope of our responsibilities and any limitations of liability.
Review of this Procedure
Storage Cann Hall keeps this Complaints Procedure under regular review to ensure it remains clear, effective and appropriate for the services we provide, including storage facilities and associated removal services. Updates may be made from time to time and will apply to all complaints raised after the date of publication of the revised procedure.
