Complaints Procedure for Storage South Croydon Customers
This complaints procedure explains how customers of Storage South Croydon can raise concerns about our storage services and any related removal or transportation services arranged through us. It sets out how we handle, investigate, and resolve complaints in a fair, consistent and timely manner.
Our Commitment to Handling Complaints
Storage South Croydon aims to deliver reliable and secure storage solutions, including services connected with moving items into or out of storage. If something goes wrong, we want to know about it so we can put things right where possible and improve our service.
We will treat all complaints seriously, investigate them thoroughly, and respond clearly. We will also handle all information you provide in a respectful and confidential manner, in line with our data protection obligations.
What This Complaints Procedure Covers
This procedure applies to complaints relating to:
• Storage unit access, condition, cleanliness or suitability
• Handling, loading, unloading or positioning of goods in storage
• Customer service, including communication and administration
• Billing, charges, invoicing and payment issues
• Collection or delivery services linked to storage, where these are arranged by us
• Any other aspect of the service you reasonably expect from Storage South Croydon
This procedure does not cover matters that must be dealt with by insurers, enforcement bodies or the courts, such as personal injury claims, criminal activity, or disputes already the subject of legal proceedings. In such cases, we may still record the matter and provide guidance on appropriate next steps.
Raising a Complaint Informally
Where possible, we encourage you to raise any concerns as soon as they arise with a member of our team. Many issues can be quickly resolved at this stage, especially operational matters such as access times, minor account queries, or practical questions around storage arrangements and removals support.
When raising a concern informally, please provide:
• Your full name
• Your storage unit or account reference, if applicable
• A clear description of the issue
• When it happened and the location within our facility or during any related move
• What you would consider a fair outcome
If your concerns cannot be resolved informally or you are not satisfied with the response, you may submit a formal complaint.
Submitting a Formal Complaint
You can make a formal complaint in writing. Written complaints help us understand the matter clearly and maintain a record of what has been raised. Please include the following details:
• Your full name and preferred contact method
• Your storage unit number or customer reference
• A detailed description of your complaint, including relevant dates and times
• Names or descriptions of any staff or third parties involved, where known
• Copies of any related documents you wish us to consider
• The outcome you are seeking, where you can identify one
We will acknowledge your complaint within a reasonable time and begin our investigation. If we require further information to understand the matter fully, we will contact you.
How We Investigate Complaints
Once a formal complaint is received, it will be logged and allocated to an appropriate member of management who is not directly involved in the issue wherever possible. The investigation may involve:
• Reviewing your complaint and any supporting documents
• Checking relevant records, including booking details, account notes and access logs
• Speaking with team members and, where relevant, any third-party carriers or removal partners
• Inspecting storage areas or equipment if the issue relates to conditions or handling
We aim to complete our investigation and issue a written response within a reasonable period. If the matter is complex or requires more time, we will inform you of the delay and provide an updated timescale.
Our Response and Possible Outcomes
At the end of the investigation, we will provide a clear written response. This will normally include:
• A summary of your complaint
• The steps we took to investigate it
• Our findings and decision
• Details of any corrective action we will take, if appropriate
• Any offer of resolution or redress, where this is warranted
Where we uphold your complaint in full or in part, possible outcomes may include an apology, clarification of information, corrective action to our procedures or facilities, or other reasonable remedies. Any financial adjustments will be considered in line with our contractual terms and conditions and any applicable insurance arrangements.
If You Are Not Satisfied with the Outcome
If you are dissatisfied with the outcome of your complaint, you may request that the decision be reviewed. This review will, wherever practicable, be carried out by a senior member of staff not previously involved in the matter.
After this review, we will issue a final response setting out our position. At that stage, if you remain unhappy, you may consider seeking independent advice, raising the matter with your insurer where appropriate, or exploring external dispute resolution or legal options available to you.
Use of Third-Party Removal and Transport Services
Some customers use separate removal or transport firms when moving goods into or out of storage. Where such services are arranged directly by you with a third party, your contract is with that company. Any complaints about their conduct, damage caused by them, or their charges should be directed to them under their own procedures.
Where we arrange or coordinate transport or removal services on your behalf, we will clarify the basis on which this is done. Complaints relating to these arrangements will be considered under this procedure, although some aspects may fall under the responsibility of the third-party provider. In such cases, we will explain which parts of your complaint we can address directly and which must be taken up with the third party.
Recording and Using Complaint Information
We record complaints and their outcomes to help monitor service quality and to identify areas for improvement, including in relation to storage operations and any associated moving or logistics support. Information is stored in accordance with applicable data protection laws and is used only for legitimate business, legal, or regulatory purposes.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our storage services and related activities. We may update it from time to time to reflect changes in our operations, customer feedback, or legal and regulatory requirements.
By using Storage South Croydon services, including any removal or transport arrangements we help facilitate, you agree that complaints will be handled in line with this procedure. This does not affect your statutory or contractual rights.
