Storage Partmouth Park Complaints Procedure
Storage Partmouth Park is committed to providing reliable storage and removal services and to treating customers fairly at all times. If something goes wrong, we want to know about it so that we can put it right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
1. Purpose and scope
This procedure applies to all customers using Storage Partmouth Park for storage and removal services, whether for domestic or business purposes. It covers complaints about our service quality, conduct of our staff or contractors, handling of your goods, documentation and communication, billing and charges, and how we manage bookings, collections and deliveries.
We aim to resolve most issues quickly and informally. However, where a matter requires a fuller investigation, this procedure sets out a clear and structured process.
2. What we consider a complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you are seeking a response or resolution from Storage Partmouth Park. This includes circumstances where you feel that:
Our service has not met the standard you reasonably expected.
We have not followed our agreed terms and conditions.
We have damaged, lost or mishandled your goods during storage or removal.
Our staff or contractors have behaved in a way you consider unprofessional.
Our communication, administration or billing has been unclear, delayed or incorrect.
3. Making an initial complaint
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or with our customer service team. Providing details as soon as possible after the issue arises will help us investigate effectively.
Please include, where applicable:
Your full name and the name under which your booking or storage account is held.
The relevant booking or reference number.
Dates and locations of the service you are complaining about.
A clear description of what went wrong.
Any impact this has had on you, including any damage or loss.
What outcome or resolution you are seeking.
We will acknowledge your initial complaint and aim to resolve straightforward matters at this stage, often within a short timescale and usually by clarifying information, correcting an error, or agreeing practical steps to put things right.
4. Formal complaint stage
If your complaint cannot be resolved informally, or if you prefer to lodge a formal complaint from the outset, it will be referred to a manager for further review. At this stage we will:
Acknowledge your complaint and confirm that it has moved to the formal stage.
Review your account, relevant service records and any supporting evidence.
Where appropriate, contact you to clarify details or request further information.
Speak with any staff or contractors involved to understand what has occurred.
We aim to provide a written response to formal complaints within a reasonable timeframe. If we are unable to conclude our investigation within that period, we will explain the reason for the delay and let you know when you can expect a full reply.
5. Our investigation and response
During our investigation we will consider what should reasonably have happened, taking into account our terms and conditions, any relevant industry standards, and the information you and our team provide. We will approach each complaint fairly and without bias.
Our response will explain:
What we have understood about your complaint.
What we have investigated and the evidence we have reviewed.
Our findings and whether we uphold your complaint in full, in part, or not at all.
Any corrective action we will take, such as service improvements, staff training, or operational changes.
Where applicable, any offer of remedy made in line with our terms and conditions.
6. Escalation and further review
If you remain dissatisfied after receiving our formal response, you may ask for your complaint to be escalated for a further internal review. When requesting this, please explain why you disagree with our findings or proposed resolution and provide any additional information that you believe has not been considered.
On escalation, a senior member of the team, not previously involved in your case, will review the handling of your complaint, the evidence gathered, and the decision reached. They may contact you for clarification and will then provide a final written decision on behalf of Storage Partmouth Park.
7. Time limits for raising complaints
We ask that complaints are raised as soon as reasonably possible after an issue occurs, so we can investigate while records are current and information is still readily available. For issues relating to specific removal dates or periods of storage, we may not be able to conduct a full investigation if a significant period has passed.
Any time limits that apply to claims for loss or damage will be set out in your contract and standard terms and conditions. This Complaints Procedure does not alter or extend any contractual or legal time limits that apply to your agreement with us.
8. Remedies and outcomes
Where we find that we have made a mistake or that our service has fallen below our expected standards, we will consider appropriate remedies. These may include:
Practical steps to put things right where possible.
Explanations or apologies where communication has fallen short.
Service improvements or additional staff training to prevent recurrence.
Any financial remedies that may be due in accordance with our terms and conditions and any applicable laws.
Any remedy offered will take account of the nature of the complaint, the impact on you, and the responsibilities outlined in your agreement with Storage Partmouth Park.
9. Our commitment to fair treatment
We treat all complaints in confidence and with respect. Raising a complaint will not affect the way we provide ongoing storage or removal services to you. Our aim is to address concerns constructively and to learn from every complaint so that we can enhance the reliability, safety and professionalism of our services.
10. Review of this procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the storage and removal services we provide. We may update it from time to time in response to customer feedback, changes in our operations or relevant regulatory and industry guidance.
By setting out this procedure, Storage Partmouth Park seeks to give all customers confidence that any complaint will be listened to, investigated properly, and handled in a fair and timely manner.
