Storage Whitton Complaints Procedure
Storage Whitton is committed to delivering reliable storage and removals services and to resolving any concerns quickly and fairly. This Complaints Procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
1. Purpose and scope
This procedure covers complaints relating to our storage, removals, packing, handling, transport, and associated customer services. It applies to all customers who have used or booked our services, including home moves, office relocations, and container or self storage.
We define a complaint as any expression of dissatisfaction, whether verbal or written, where you request a response or resolution from Storage Whitton.
2. Our commitment to you
When you raise a complaint with Storage Whitton, we will:
Communicate clearly and politely at all times.
Take your concerns seriously and listen carefully to what has happened.
Investigate your complaint fairly and impartially.
Respond within reasonable timescales and keep you informed of progress.
Where we have made a mistake, acknowledge it and explain what we will do to put things right.
Use the outcome of complaints to improve our storage and removals services.
3. Informal resolution
Many concerns can be resolved quickly by speaking to our team as soon as an issue arises. In the first instance, we encourage you to contact the member of staff you have been dealing with, or our office team, to explain your concern.
Please provide:
Your full name and, if applicable, the name of the person or business the booking is under.
Any relevant booking or reference number.
A clear description of what has gone wrong.
When the issue occurred, for example, during collection, transit, delivery, or while items were in storage.
What outcome you are seeking, such as an explanation, corrective action, or compensation.
We will aim to resolve informal complaints as quickly as possible, usually within a few working days. If you are not satisfied with the outcome, you may escalate the matter as a formal complaint.
4. Making a formal complaint
If your concern cannot be resolved informally, or you prefer to raise it formally from the outset, you should submit a written complaint so that we can review all details carefully.
When making a formal complaint, please include:
Your name and contact details.
The service used, for example, domestic removals, business relocation, short term storage, long term storage, packing, or a combination of services.
The date of the move or the period of storage to which the complaint relates.
A clear description of the problem, including the sequence of events and any conversations already held with our team.
Details of any loss or damage, including an inventory of affected items where relevant.
Copies of any supporting documents you feel are relevant, such as quotes, inventories, or photographs.
The outcome or remedy you would consider fair and reasonable.
We recommend submitting your formal complaint as soon as reasonably possible after the issue occurs, particularly where your concern relates to removal services or damage to goods, so that we can investigate while records are complete and events are recent.
5. Acknowledgement and timescales
On receipt of your formal complaint, we will log it in our internal system and appoint a member of our management team to review your case.
We will:
Acknowledge your complaint within a reasonable period of receiving it.
Provide you with a reference for your complaint.
Advise you if we need any further information to proceed with our investigation.
We aim to issue a full written response within a reasonable timeframe. Complex cases, such as those involving multiple service dates, extensive storage periods, or third party suppliers, may take longer to investigate. If this happens, we will update you on progress and let you know when you can expect a final response.
6. Investigation process
The person handling your complaint will carry out a fair and balanced review, which may include:
Checking your booking details, inventory, and service notes.
Reviewing correspondence and any signed documentation.
Speaking with the staff involved, such as move coordinators, storage operatives, or drivers.
Inspecting any photographs or supporting evidence you have provided.
Assessing whether our internal procedures and agreed terms were followed.
When the investigation is complete, we will write to you explaining:
What we understand your complaint to be about.
The steps we have taken to investigate.
Our decision and the reasons for it.
Any action we will take, which may include an apology, corrective work, changes to our procedures, or an offer of financial settlement where appropriate and in line with our terms and conditions.
7. If you remain dissatisfied
If you are unhappy with our final response, you may request a review of the decision. A different manager or senior member of our team will then reconsider your complaint, the investigation carried out, and the outcome proposed.
The reviewing manager may:
Uphold the original decision.
Change the decision or the remedy offered.
Ask for additional information from you or staff members to clarify points before reaching a conclusion.
We will provide a further written response setting out the outcome of this review. This will represent our final internal position on the complaint.
8. Reasonable behaviour and expectations
We understand that complaints can be raised at stressful times, such as during a home move or business relocation. Our staff will always treat you with courtesy and respect, and we expect the same in return.
We may decide to end communication if a customer acts in a threatening, abusive, or discriminatory way, or if repeated complaints are made about the same issue without providing any new information. In such cases, we will tell you if we consider the matter closed.
9. Data protection and confidentiality
All complaints are handled in line with our data protection responsibilities. Information you provide will be used only for the purpose of investigating and resolving your complaint, for staff training, and for improving our removals and storage services. We will keep records of complaints securely and only for as long as is reasonably necessary.
10. Learning from complaints
Storage Whitton values feedback as an important part of maintaining high standards in both storage and moving services. We regularly review complaints to identify trends, improve our procedures, and provide additional training where needed. By doing so, we aim to prevent issues from recurring and to provide a better experience for all our customers.
If you have any concerns about our services, we encourage you to use this Complaints Procedure so that we have the opportunity to address them promptly and constructively.
