Complaints Procedure for Storage Goddington
Storage Goddington is committed to providing reliable storage and removals services and to dealing with any concerns in a fair, timely and transparent way. This Complaints Procedure explains how you can raise a complaint, what you can expect from us, and how we work to resolve issues and improve our service.
Purpose and scope
This procedure applies to all customers using Storage Goddington services, including storage, removals and related services. It covers complaints about the quality of our service, conduct of our staff or contractors, handling of your belongings, administration, communication, billing, and any failure to follow our agreed terms.
This procedure does not cover disputes that are already the subject of legal proceedings, insurance claims being handled solely by an insurer, or matters that fall outside our reasonable control such as extreme weather or actions by third parties not instructed by us.
Our commitment to you
When you raise a complaint with Storage Goddington, we will treat you with respect, listen carefully to your concerns, and aim to resolve matters as quickly as possible. We will investigate complaints thoroughly and objectively, keep you informed of progress, explain our findings clearly, and use the outcome to improve our storage and removals services wherever we can.
Informal resolution
Many issues can be resolved quickly by speaking to a member of our team at the earliest opportunity. If something is not right on the day of your removal, delivery or at our storage facility, please raise it with the staff member present or your usual contact at Storage Goddington.
We will try to put things right there and then where possible. Informal resolution may include providing clarification, making a practical adjustment, arranging a follow-up visit, or agreeing a simple remedy that satisfies both parties.
If you are not satisfied with the informal response, or if the matter is more serious, you can make a formal complaint using the process below.
How to make a formal complaint
You can make a formal complaint in writing. Written complaints help us to understand the issue clearly and keep an accurate record of what has happened. When submitting your complaint, please provide your full name, your service reference or booking details if available, dates and locations of the service, a clear description of what went wrong, and what outcome you are seeking.
If your complaint relates to a removal service, it is helpful to include details such as the collection and delivery addresses, the date of the move, and any information about the items or areas you are concerned about. For storage-related complaints, please include your unit reference and relevant dates.
Acknowledgement of your complaint
Once we receive your formal complaint, we will send you an acknowledgement. In this acknowledgement, we will confirm that we have received your complaint, provide a reference for future correspondence, and outline the next steps in the process, including indicative timescales for our investigation and response.
Investigation process
Your complaint will be reviewed by an appropriate member of our management team who has not been directly involved in the matter you are complaining about wherever practical. The investigation may include reviewing relevant documents and records, speaking to staff and contractors involved in your storage or removal service, inspecting any available photographs or reports, and, where necessary, discussing the situation with you to clarify any points.
We aim to complete our investigation and provide a written response within a reasonable time. If the matter is complex or requires additional evidence, we may need longer. In such cases, we will let you know, explain the reason for the delay, and give you an updated timescale for our final response.
Outcome and response
At the end of our investigation, we will send you a written response that outlines our understanding of your complaint, summarises the steps taken in our investigation, explains our findings and any conclusions reached, and sets out any actions we propose to take to resolve the matter.
Where we find that our service has fallen below the standards we aim to provide, we will consider appropriate remedies. These may include an apology, corrective action, service adjustments, or other forms of redress where appropriate and in line with our terms and conditions.
If you remain dissatisfied
If you are not satisfied with the outcome of your complaint, you may request a further review. Your request should explain why you remain dissatisfied and what you believe has not been properly addressed. A senior member of Storage Goddington will review the complaint, the investigation and the response previously provided.
The review will focus on whether the original investigation was fair and thorough, whether relevant evidence was considered, and whether the outcome was reasonable in the circumstances. After this review, we will provide a final written response.
Complaints involving potential damage or loss
Where your complaint involves possible damage to or loss of items during a removal or while in storage, we will carefully review the details, including any condition reports, inventories, photographs, and notes made at collection, during handling, and at delivery or retrieval.
In these cases, we may also need information from you, such as purchase details, photographs, or independent assessments, to help us understand the nature and extent of the issue. Any consideration of financial compensation will be handled in accordance with our terms and conditions and any applicable insurance arrangements.
Using complaints to improve our services
We value feedback and treat complaints as an important source of information for improving our storage and removals services. We may use anonymised complaint data to identify trends, enhance staff training, review procedures and documentation, and make changes to our facilities, vehicles or equipment where appropriate.
By following this Complaints Procedure, Storage Goddington aims to ensure that customer concerns are addressed professionally and consistently, helping us maintain high standards across all aspects of our work.
