Storage Forest Hill Complaints Procedure
Storage Forest Hill is committed to providing a professional, reliable and courteous service for all storage and removal customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear about it so we can put matters right and improve our services.
This Complaints Procedure explains how you can raise a concern or complaint about any aspect of our storage facilities, removals, collections, deliveries or related services, and how we will deal with it.
1. Purpose and Scope
This procedure applies to all customers who use Storage Forest Hill for storage, removals, packing, loading, transport or associated services. It covers complaints about our service quality, handling of your belongings, communication, invoicing and contract-related matters.
The aim of this procedure is to ensure that complaints are handled fairly, consistently and within reasonable timeframes, and that we use feedback to prevent similar issues from occurring in future.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you would like us to investigate and respond. Examples include:
Concerns about the way your items were handled during a move or while in storage.
Issues with punctuality, conduct or behaviour of our team members.
Disputes relating to charges, billing or application of our terms and conditions.
Problems with communication, such as lack of information, unclear instructions or delays in responding.
Matters relating to the condition, cleanliness or security of our storage units or vehicles.
3. How to Raise a Complaint
You can raise a complaint in any of the following ways:
Speak to a member of our team on site at the earliest opportunity so we can try to resolve the issue straight away.
Write to us, setting out clearly that you wish to make a complaint.
When making a complaint, please include:
Your full name and, if applicable, your company name.
Details of your storage unit, booking reference or removal date.
A clear description of what went wrong and when it happened.
Any evidence that may help us investigate, for example, photographs or inventory lists.
What outcome you are seeking, such as an explanation, apology, correction or review of charges.
4. Our Approach to Complaints
We aim to deal with all complaints promptly, politely and impartially. Complaints are taken seriously at all levels of Storage Forest Hill, including issues related to our removal teams, drivers, warehouse staff and office personnel.
We will always aim to:
Acknowledge your complaint and reassure you that it will be fully investigated.
Handle your complaint in a confidential and respectful manner.
Provide you with clear information about what will happen next and when you can expect a response.
Offer a fair and reasonable outcome based on our findings and applicable terms and conditions.
5. Complaint Stages and Timeframes
Stage 1: Informal resolution
Where possible, we encourage you to raise issues as soon as they arise, ideally on the day of your storage access, collection or removal. Our on-site team will try to resolve the matter immediately, for example by clarifying information, adjusting arrangements or rectifying minor issues.
Stage 2: Formal complaint
If your concern cannot be resolved informally, or you are not satisfied with the initial response, you can make a formal complaint in writing. We will normally acknowledge your complaint within a reasonable time and confirm that an investigation has started.
We will review your complaint, including any relevant documents, service records, photographs, inventories and staff reports. We may contact you for further details or to clarify any points.
Once the investigation is complete, we will send you a written response explaining:
Our understanding of the complaint.
What we have investigated and the information considered.
Our decision and the reasons for it.
Any offer of remedy, where appropriate, which may include an apology, corrective action, service review or adjustment in line with our terms.
Stage 3: Further review
If you remain dissatisfied after receiving our formal response, you may request a further review. This will be carried out by a senior member of the team who was not directly involved in the original investigation, where possible.
6. Complaints Involving Property or Service Issues
Complaints sometimes relate to the handling of goods during removals, storage conditions, or access issues. In such cases we may need to:
Inspect the storage unit or vehicle used for your move.
Review any inventories or condition reports completed before and after the move.
Check service logs, route plans or access notes relevant to the job.
In situations involving potential damage or loss, we may ask for supporting evidence, such as photographs of the items, proof of purchase or professional opinions where appropriate. Any potential remedies will be considered in line with our contract terms and any applicable limitations or exclusions.
7. Your Responsibilities During the Process
To help us deal with your complaint efficiently, we ask that you:
Raise your concerns as soon as reasonably possible after the issue arises.
Provide accurate and complete information to assist the investigation.
Keep any relevant documents, photographs or correspondence that may support your case.
Communicate with our team in a respectful manner so we can work towards a resolution.
8. Outcomes and Remedies
Where a complaint is upheld, we will consider appropriate remedies which may include:
A clear explanation of what went wrong and why.
A sincere apology where we have fallen short of our standards.
Corrective actions to put things right, where reasonably possible.
A review of internal processes, staff training or operational procedures to reduce the likelihood of recurrence, particularly in high-demand areas such as removals scheduling and storage allocation.
Any financial adjustments or other remedies will be made strictly in accordance with our contractual terms and any relevant limitations.
9. Recording and Learning from Complaints
All formal complaints are recorded and monitored. We review complaint data regularly to identify any trends, recurring issues or areas where additional training or improvement is needed.
This helps us to enhance the quality and consistency of our storage and removal services, improve communication with customers and maintain high standards of care for your belongings.
10. Review of This Procedure
Storage Forest Hill may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice. The version published on our legal and policy pages will always be the most current. You are encouraged to review it periodically, especially before entering into a new storage or removals agreement with us.
We value all feedback, whether positive or negative, and view complaints as an important opportunity to learn and improve the service we provide to every customer.
