Storage Belvedere Complaints Procedure
Storage Belvedere is committed to providing a professional, reliable and courteous service for all storage and removal customers. We recognise that, on occasion, you may feel that something has not gone as expected. This Complaints Procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at every stage.
1. Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear and fair route for raising complaints about our storage and removal services. It also helps us to identify areas where we can improve our day to day operations, staff training and customer care. We treat all complaints seriously, whether they relate to the booking process, collection and delivery, handling of goods, storage conditions, invoicing, or communication with our team.
2. What counts as a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like a response or resolution. Examples include, but are not limited to:
Issues with the quality or timeliness of storage or removal services. Concerns about the condition or handling of your belongings. Disputes about charges, invoices, or agreed terms. Concerns about staff conduct, communication, or behaviour. Any situation where you believe we have not met our contractual or service commitments.
If you are unsure whether your concern is a complaint, please raise it with us so that we can help you in the most appropriate way.
3. How to make a complaint
You can raise a complaint in writing addressed to the management team. Written complaints allow us to keep an accurate record of what has happened and how we have responded. In your complaint, please include as much detail as possible so we can investigate efficiently and fairly.
To help us understand and deal with your complaint, please provide the following where possible. Your full name and any reference or booking number you have been given. The dates and locations relevant to the complaint, such as collection, delivery, or storage dates. A clear description of what went wrong, including who was involved and what was said or done. Any supporting information or documents, such as inventories, photographs, receipts or correspondence. An explanation of how you would like us to resolve the matter, if you have a preferred outcome.
4. Time limits for raising a complaint
We ask that complaints are raised as soon as reasonably possible after the issue arises. This gives us the best chance to investigate while information is still fresh and records are easily accessible. If your complaint relates to loss, damage or delay involving your goods, we may need specific information within time limits set out in your contract or the relevant terms and conditions. Please refer to your contract for any specific notification requirements about goods in storage or during removals.
5. Acknowledging your complaint
Once we receive your written complaint, we will acknowledge it in writing. In our acknowledgement, we will confirm that we have received your complaint, provide the name or role of the person responsible for handling it, and give an outline of the next steps and expected timescales for our investigation and response.
6. How we investigate complaints
We aim to investigate every complaint thoroughly and objectively. Depending on the nature of the complaint, this may involve reviewing your booking details, contracts and terms, collection and delivery notes, storage records, payment history and any correspondence. We may also speak to staff members who were involved in the service provided to you and, where appropriate, request further information or clarification from you to ensure we understand all aspects of the issue.
Throughout the investigation, we will consider the facts of the case, our contractual obligations, relevant industry practices for storage and removal services, and any mitigating circumstances. Our goal is to reach a fair and balanced outcome that reflects both the evidence available and our commitment to customer service.
7. Our response and potential outcomes
After completing our investigation, we will send you a written response setting out the outcome of your complaint. This response will summarise the issues you raised, explain what we have investigated and the information we have relied on, confirm our findings, and where appropriate, outline any steps we will take to put things right or improve our services.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action in relation to your storage or removal service, a review of internal processes or staff training, or where applicable, consideration of remedies in line with our terms and conditions and any relevant legal obligations.
8. If you remain dissatisfied
If you are not satisfied with our response, you can ask for your complaint to be reviewed. This review will normally be carried out by a senior member of staff who was not directly involved in the original investigation, where possible. During the review, we will reconsider the information provided, any additional material you wish to submit, and whether our original decision was fair and reasonable in light of all the circumstances.
Following the review, we will provide a final written response explaining whether our original decision has been upheld, varied or overturned, and the reasons for that decision.
9. Complaints involving insurance or claims
Where a complaint involves potential claims for loss or damage to goods, the matter may need to be considered in line with any insurance arrangements or contractual limitations of liability that apply to your storage or removal service. In such cases, we will explain the relevant process, what information is required from you, and any time limits that may apply to claims. Our aim is always to handle these matters sensitively and efficiently, while following the applicable policy terms and conditions.
10. Confidentiality and data protection
All complaints are handled in confidence and in accordance with applicable data protection legislation. Information is only shared internally with those who need it to investigate and resolve your complaint or to improve our services. We retain records of complaints and outcomes for a reasonable period so that we can monitor trends, demonstrate how we have handled issues, and meet our legal and regulatory obligations.
11. Commitment to continuous improvement
Storage Belvedere views every complaint as an opportunity to improve the way we deliver storage and removal services. We regularly review complaints data to identify recurring issues, service gaps or areas where further staff training is needed. By following this Complaints Procedure, we aim not only to resolve individual concerns but also to enhance our overall service for all customers.
