Storage St Pancras Complaints Procedure
Storage St Pancras is committed to providing a reliable and professional service for storage customers and removal clients. 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 to raise a concern, how we handle complaints, and what you can expect from us at each stage.
Our commitment to you
We take all complaints seriously and aim to resolve them quickly, fairly, and in a transparent way. We will always treat you with respect and will expect the same courtesy in return. Our goals are to understand what has happened, to put matters right where possible, and to learn from any mistakes so that our storage and removal services continue to improve.
What is a complaint
A complaint is any expression of dissatisfaction about our services, whether storage, collection, delivery, or removal services, where you would like a response or resolution. This may include issues such as delays, damage, service quality, invoicing concerns, communication problems, or the conduct of our staff or contractors.
If you are unsure whether your concern is a complaint, we encourage you to raise it with us. We will treat your enquiry fairly and advise you on the most appropriate next steps.
How to make a complaint
You can raise a complaint in writing so that there is a clear record of your concerns and the details of your storage or removal booking. When you contact us, please include the following where possible:
Description of what went wrong, including dates and times if known. Your full name and the name on the booking or contract. Any reference numbers or booking details connected to your storage unit or removal service. A clear explanation of how the issue has affected you. Any steps you would like us to consider to resolve the matter.
Providing as much information as you can at the start helps us investigate more effectively and respond more quickly.
Stage one: Initial review and response
Once we have received your complaint, we will acknowledge it within a reasonable timeframe and confirm that we are looking into the issues you have raised. At this stage we will:
Review the details of your complaint and any supporting information. Check our internal records, including booking details, service notes, and where relevant, removal schedules or inventory lists. If required, contact you for clarification or further information.
We aim to provide a clear response after we have completed our initial review. Our reply will set out our understanding of your complaint, what we have investigated, and any findings or decisions. Where appropriate, we will propose how we intend to resolve the matter or what steps we will take next.
Stage two: Further investigation
If you are not satisfied with the response at stage one, you can request that your complaint is reviewed at a more senior level. At this stage we will:
Reassess your complaint, including the outcome from stage one. Consider any additional details or evidence you wish to provide. Review whether our procedures were followed for your storage or removal booking.
Following this further investigation, we will provide a written outcome explaining:
What we have reviewed and considered. Whether the original decision is upheld, varied, or overturned. Any additional steps we propose to take to resolve the matter. Any changes to our procedures we will consider to improve our services.
Timeframes
We aim to deal with all complaints as quickly as reasonably possible. The time needed to investigate a complaint can vary depending on the complexity of the issue, the availability of information, and whether third parties are involved, such as insurers in damage claims related to removal services.
Where we need more time to investigate, we will keep you informed and let you know when you can expect a further update. We will always seek to resolve matters without unnecessary delay.
Possible outcomes and remedies
Where we find that something has gone wrong, we will consider appropriate remedies. These may include one or more of the following, depending on the circumstances:
Offering an explanation and, where appropriate, an apology. Taking corrective action to address service issues, such as amending records, adjusting bookings, or improving communication. Reviewing and updating our processes or staff training for storage and removal operations. Considering goodwill gestures where appropriate, in line with our policies and any applicable insurance arrangements.
Any remedy will be based on the specifics of your case, the evidence available, and our contractual responsibilities.
Complaints involving damage or loss
Where your complaint involves alleged damage to property or loss of items during storage or during removal and transport, we may need additional information. This can include photographs, inventories, or other evidence to support your claim.
In some instances, we may refer the matter to our insurance arrangements, and additional terms and conditions, including any time limits for notifying claims, may apply. We will explain any relevant steps or requirements that relate to claims of this nature.
Confidentiality and data protection
All complaints are handled in confidence. We will only share information internally as needed to investigate and resolve your concerns. Any personal data you provide will be processed in line with our data protection obligations and only used for the purpose of managing your complaint and improving our services.
Using this procedure
This Complaints Procedure applies to all storage and removal customers of Storage St Pancras. By setting out a clear and structured process, we aim to make it straightforward for you to tell us when something has gone wrong and to ensure we respond in a fair and consistent way.
We review this procedure from time to time to ensure it remains effective and reflects the way we deliver our services. Your feedback helps us identify areas where we can further improve the experience for all customers.
