Storage Hornsey Complaints Procedure
This Complaints Procedure explains how Storage Hornsey handles concerns and complaints about our storage and removal services. We aim to resolve issues promptly, fairly and transparently, so that every customer understands what to expect at each stage of the process.
Our Commitment to Customer Care
We work hard to deliver reliable storage solutions and careful handling of belongings during moves. If something goes wrong, we want to know. Complaints help us improve our services, staff training and operational standards across both storage and removals activities.
All complaints are taken seriously, whether they relate to customer service, collection and delivery, handling of goods, storage conditions, billing, documentation or any other aspect of our service.
Who Can Use This Procedure
This procedure is for any individual or business customer who has used, or is using, Storage Hornsey for storage, removals, or associated services. It can also be used by someone acting with the customer’s permission, for example a family member or business representative.
When to Raise a Complaint
You should raise a complaint as soon as possible after the issue arises, so that we can investigate while details are still clear and any evidence is easier to review. If your concern relates to a specific move date, delivery, collection or invoice, please tell us the relevant dates when you contact us.
Information to Provide
To help us deal with your complaint efficiently, please provide:
The name on the account or booking, the service used such as storage, removals, packing or combined services, relevant dates such as move dates, delivery or collection times, a clear description of what went wrong and when it happened, any steps already taken with our team, any supporting information you may have, such as reference numbers or correspondence, and what outcome you would consider a fair resolution. We will still investigate if some details are missing, but the more information you provide, the quicker we can review the matter.
How to Make a Complaint
You can raise a complaint in writing or verbally. If you raise it verbally, we may ask you to confirm key details in writing so that we both have a clear record. Complaints can be made to any member of our team, who will ensure the information is passed to the appropriate person for review.
If your complaint concerns the conduct of team members during a removal, the condition of your belongings, or service at a storage facility, please mention the names of staff involved if known, and any times or dates that are relevant.
Stage One: Initial Review and Response
At the first stage, your complaint will be logged and passed to a supervisor or manager for an initial review. We will acknowledge that we have received your complaint and begin gathering information from any staff or departments involved.
We aim to provide an initial response within a reasonable timeframe, usually within ten working days. In this first response, we will explain our understanding of the issue, any immediate findings and, if possible, a proposed resolution. If we need more time because the matter is complex or involves third parties, we will let you know and explain why.
Stage Two: Detailed Investigation
If you are not satisfied with the initial response, you may ask for a further review. At this stage, a senior member of the team who was not directly involved in the matter will carry out a more detailed investigation. This may include reviewing records, service notes, removal inventories, storage access logs or other relevant documentation.
The investigator may contact you to clarify details or request additional information. Once the review is complete, we will provide a written outcome setting out the issues raised, the findings of the investigation, any decision reached, and any actions we will take to resolve the matter or prevent similar issues in future.
Possible Outcomes and Resolutions
Where a complaint is upheld, outcomes may include an explanation or apology, corrective action to improve our service, practical steps to remedy the issue where possible, and internal reviews or staff training where appropriate. Any resolution will take into account the nature of the complaint, the evidence available and the terms and conditions that apply to the service you used.
Time Limits and Closure of Complaints
We aim to resolve most complaints within a reasonable period. If a complaint cannot be resolved because we have not received information we reasonably requested from you, we may close the complaint until that information is provided. If new information becomes available later, we may reopen the complaint or treat it as a new matter, depending on the circumstances.
Fairness and Confidentiality
Complaints are handled impartially. The fact that you have raised a complaint will not affect any ongoing or future services you receive from Storage Hornsey. We treat all complaint information confidentially and only share it internally with those who need to know in order to investigate and respond.
Using Feedback to Improve Our Services
Every complaint and piece of feedback is reviewed to identify patterns or areas for improvement, particularly in relation to the safety of goods in transit, storage standards, communication before and after moves, and clarity of pricing and documentation. Where we identify changes that could improve our services, we will update our processes, staff guidance or training to reflect these lessons.
Updates to This Complaints Procedure
Storage Hornsey may update this Complaints Procedure from time to time to reflect changes in our services, industry practices or regulatory expectations. The version published on our website or provided to you when you request it will be the version currently in effect.
If you have any concerns about our storage, removals or associated services, we encourage you to use this procedure so that we can review your concerns and work towards a fair and timely resolution.
