Storage Tokyngton Complaints Procedure
Storage Tokyngton is committed to providing reliable storage and removal services, supported by clear and fair customer care. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at every stage of the process.
Our Commitment to You
We aim to deliver our storage and removal services safely, efficiently and with respect for your belongings and your time. If something goes wrong, we want to know about it so that we can put matters right and improve our service. We will treat all complaints seriously, handle them confidentially where appropriate, and work to resolve them as quickly as possible.
What This Procedure Covers
This procedure applies to complaints about any aspect of services provided by Storage Tokyngton, including but not limited to storage units, access arrangements, handling and transport of goods, removals and relocation services, customer service, billing and charges, and the condition or suitability of facilities and vehicles.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services where a response or resolution is expected. This includes concerns raised during an ongoing job or storage term, formal written complaints, and follow-up issues if you are unhappy with how a previous concern was handled.
Raising a Complaint Informally
In many cases, issues can be resolved quickly by speaking directly with a member of our team. If you have a concern about your storage unit, a scheduled removal, collection or delivery, or any interaction with our staff, you are encouraged to raise it with the person you have been dealing with or with the on-site manager. We will do our best to resolve the issue immediately or within a short timeframe.
If your concern is resolved at this informal stage, we may still record the details internally so we can monitor performance and identify areas for improvement.
Making a Formal Complaint
If you are unable to resolve the matter informally, or if you prefer to make a formal complaint from the outset, you can do so in writing. Please provide as much detail as possible so we can investigate thoroughly. It is helpful if you include your full name, relevant service details such as the storage unit reference or removal booking reference, dates and times involved, a clear description of what went wrong, and what outcome you are seeking.
We encourage you to make your complaint as soon as reasonably possible after the issue arises so that information and records remain clear and accurate.
Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable period of time. 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 outline the expected timescale for our investigation and response.
We aim to provide a full written response within a set period from the date of acknowledgement. If we are unable to meet this timescale, for example due to the complexity of the issues raised or the need to gather additional information, we will inform you and explain when you can expect a full reply.
How We Investigate Complaints
All complaints are reviewed by an appropriate member of the management team who has not been directly involved in the matter wherever possible. The investigation may include reviewing documents and booking records, examining relevant contracts and terms, speaking with staff members involved, inspecting storage units, vehicles or equipment where relevant, and assessing any photographs, inventories or other evidence you have provided.
We will consider both what happened and how it was handled at the time, and whether our actions were in line with our policies, service standards and any applicable regulations.
Our Response and Possible Outcomes
After completing our investigation, we will provide a clear written response setting out the issues you raised, a summary of what we have found, any factors that contributed to the situation, and our decision and the reasons for it. Where we uphold your complaint, we will explain what we will do to put things right. Depending on the circumstances, this may include an apology, corrective action such as amending records or arranging further work, reviewing or adjusting charges, or changes to our internal processes, training or procedures.
Where we do not uphold your complaint in full, we will explain why and outline any partial remedies or alternative options available to you.
Escalation if You Remain Dissatisfied
If you are unhappy with the outcome of your complaint or the way it was handled, you may request that it be reviewed at a higher level within Storage Tokyngton. Your request should explain why you disagree with the initial response and identify any information you believe has not been considered. A more senior manager will then review the complaint, the investigation and the decision, and provide a further response within a reasonable timescale. This review will normally represent our final internal position on the matter.
Recording and Using Complaint Information
We keep records of complaints and how they were resolved in order to monitor service quality, identify trends and implement improvements across our storage and removal operations. Complaint data is handled in line with our privacy and data handling obligations, and is used to enhance training, refine procedures and support a consistent standard of service.
Reasonable Behaviour and Our Expectations
We understand that complaints often arise from stressful situations, especially where personal possessions and time-critical moves are involved. Our staff will treat you with courtesy and respect throughout the process, and we ask that you do the same. We may restrict communication channels if behaviour becomes abusive, threatening or otherwise unreasonable, while still making sure your concerns are considered.
Review of This Procedure
Storage Tokyngton keeps this Complaints Procedure under regular review to ensure it remains clear, fair and appropriate for the range of storage and removal services we provide. We may update it from time to time to reflect changes in our operations, industry practice or applicable requirements. Any updated version will apply to complaints raised after the date of publication.
If you have any questions about this Complaints Procedure itself, you can raise them with a member of our team, who will be happy to explain how it applies to your particular situation.
