Storage Cubitt Town Complaints Procedure
This Complaints Procedure explains how Storage Cubitt Town handles concerns and complaints about our storage and removal related services. Our aim is to resolve issues quickly, fairly and consistently, and to use feedback to improve our services for all customers.
Our Commitment To You
We are committed to providing a high standard of service, whether you use us for storage, moving into or out of a unit, or related removal support. If something goes wrong, we want to know about it so we can put it right and, where appropriate, prevent it from happening again.
We will treat every complaint seriously and will handle your personal information with respect and in line with our privacy obligations. Complaining will not affect your right to use our services in the future.
What Is A Complaint
A complaint is any expression of dissatisfaction about our services, our staff, or our processes where you would like a response or resolution. This can include issues relating to:
Quality of storage services, including access or condition of your unit
Customer service or communication from our team
Removal or move-in support linked to our facility
Billing, charges, or contract terms for storage services
Health and safety concerns on our premises
Any other aspect of our service that you feel has fallen short of expectations
You can raise a complaint even if you are no longer a current customer.
Raising A Complaint Informally
Many issues can be resolved quickly by speaking directly to a member of staff at the facility. If you are unhappy with any aspect of our storage or removal related service, you are encouraged to contact the site team in the first instance and explain the problem.
The staff member will listen to your concerns, try to understand what has gone wrong, and seek to resolve the matter promptly. Where possible, we aim to resolve informal complaints within a few working days.
If you are not satisfied with the outcome, or if the issue is more serious or complex, you can make a formal complaint using the procedure below.
How To Make A Formal Complaint
You can make a formal complaint in writing, providing as much detail as possible about your concern. Please include:
Your full name
Details of your storage unit or agreement, if applicable
A clear description of what has happened
Relevant dates and times
Names or roles of any staff involved, if known
What outcome or resolution you are seeking
Written complaints help us understand the situation thoroughly and ensure we have an accurate record for investigation.
Our Complaints Handling Stages
Stage One: Acknowledgement
Once we receive your formal complaint, we will acknowledge it within a reasonable time frame. We will confirm that we have received your complaint and advise you of the next steps in the process.
Stage Two: Investigation
A manager or appropriate senior team member will investigate your complaint. This may include:
Reviewing your storage or service records
Speaking to staff members who were involved
Examining relevant documents or logs
Considering any photographs or evidence you provide
We aim to carry out this investigation carefully and impartially. During this stage, we may contact you if we need more information or clarification.
Stage Three: Response And Outcome
After the investigation, we will provide you with a written response setting out:
Our understanding of your complaint
What we have investigated and considered
Our findings and conclusions
Any actions we will take to resolve the matter
Where we find that something has gone wrong, we will aim to offer a fair and appropriate resolution. This may include an explanation, an apology, corrective action, or other steps depending on the circumstances.
Timeframes
We aim to resolve most complaints within a reasonable period from the date we receive them. Complex cases may take longer, but we will keep you informed of progress and expected timescales.
If we cannot provide a full response within our normal timeframe, we will let you know the reason and give you an indication of when you can expect a final reply.
If You Are Not Satisfied With The Outcome
If you remain unhappy after receiving our written response, you can ask for your complaint to be reviewed. A senior member of our team, who has not previously been involved, will look again at your complaint, the way it was investigated, and the outcome reached.
The reviewer may contact you to clarify any points and will issue a further written response once the review is complete. This review represents our final position on your complaint.
Complaints Related To Removal Services
Some customers use our storage facility in connection with removal or relocation services, such as moving household or business items into or out of our units. If your complaint relates to removal services arranged through or closely linked with our site, we will consider how the issue affects your overall experience with Storage Cubitt Town.
Where the complaint involves another company that provides the physical removal service, we may need to coordinate with them as part of our investigation. We will explain which parts of your complaint we can address directly and which aspects may fall under the responsibility of a third party.
How We Use Complaints To Improve
We review complaints on a regular basis to identify trends, recurring issues, and areas where our storage and associated services can be improved. This may lead to additional staff training, changes to our procedures, updates to customer information, or improvements to our facilities.
Your feedback, whether positive or negative, is essential to helping us provide a better experience for everyone who uses Storage Cubitt Town.
Confidentiality And Data Protection
All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to disclose it.
We handle your personal information in accordance with relevant data protection laws. Details of how we collect, use and protect your data are set out in our privacy information.
Policy Review
This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, customer feedback, or legal and regulatory requirements.
By using our storage and related services, you acknowledge that you have the opportunity to raise concerns and complaints under this procedure, and that we will do our best to resolve any issues in a timely and professional manner.
