Storage West Green Complaints Procedure
Storage West Green aims to provide reliable storage and removal-related services. If something goes wrong, we want to know so we can put it right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at every stage.
Purpose of this complaints procedure
The purpose of this procedure is to give customers a clear and fair way to raise concerns about any aspect of our storage or removal-related services. This includes issues such as service quality, conduct of staff or contractors, handling of goods, contractual matters, billing, or communication. We will treat all complaints seriously and aim to resolve them as quickly as possible.
Who can make a complaint
This procedure is for any customer who uses Storage West Green, whether for short-term or long-term storage, or associated removal and transport services we arrange. Complaints can be made by the customer named on the agreement, an authorised representative, or someone acting with the customer’s clear permission.
How to raise a complaint
In the first instance, we encourage you to raise any problems with the member of staff you have been dealing with, either in person or in writing. Many issues can be resolved quickly and informally at this stage. If you are not satisfied with the initial response, or you prefer not to raise the matter informally, you can make a formal complaint.
When you make a formal complaint, please provide as much detail as possible, including what happened, when and where it happened, which service it relates to, and how you would like us to resolve the issue. The more information you provide, the easier it will be for us to investigate.
Stage one – informal resolution
Stage one focuses on resolving your concern promptly, without a formal investigation where possible.
Once you raise an issue with our team, we will:
Listen carefully to your concerns and clarify any points we do not fully understand.
Check relevant records or booking details relating to your storage or removal-related service.
Explain what may have gone wrong and what we can do to put things right, where appropriate.
Where a solution can be agreed at this stage, we will confirm what has been agreed and implement it as quickly as reasonably possible.
If you remain unhappy after stage one, you may proceed to stage two and make a formal complaint.
Stage two – formal complaint and investigation
Stage two is a more detailed review by a manager or a person not directly involved in the original issue.
Once we receive your formal complaint, we will:
Acknowledge that we have received it and confirm that it is being treated as a formal complaint.
Review all relevant information, including your storage or removal booking records, notes from any previous discussions, and any evidence you provide.
Where necessary, speak with staff, contractors, or third parties involved in providing the service.
Assess whether our service met our standards and obligations, and consider any contributing circumstances.
Once the investigation is complete, we will send you a written response setting out:
A summary of your complaint and the issues you raised.
The steps we took to investigate.
Our findings and, if applicable, what went wrong.
Any actions we will take to put things right or prevent a recurrence.
If we believe we have handled the matter correctly, we will explain our reasoning as clearly as possible and reference any relevant terms or conditions.
Timeframes for handling complaints
We aim to deal with complaints promptly. While exact timescales may vary depending on the complexity of the issue, our general approach is:
Acknowledge receipt of a formal complaint as soon as reasonably possible after we receive it.
Complete our investigation and provide a full response within a reasonable period. If the matter is complex or requires additional information from you or from third parties, we may need more time. In that case, we will keep you updated on progress.
If you have urgent concerns, for example regarding access to your stored goods or a removal date, please make this clear when raising your complaint so that we can prioritise appropriately.
Our approach to fairness and confidentiality
All complaints will be handled fairly, impartially, and with respect. We will not treat you differently or disadvantage you for raising a concern. We also expect customers to communicate with our team in a respectful way, even when they are dissatisfied.
We will keep information related to your complaint confidential and only share it internally where necessary to investigate and respond. Information may be used to review and improve our internal processes, but will not be shared externally except where required by law or with your permission.
Outcomes and remedies
Depending on the nature of the complaint and our findings, possible outcomes may include:
An explanation or clarification of what happened and why.
Practical steps to correct an error, such as adjusting records, correcting billing, or revising arrangements for storage or removal.
Service improvements, including changes to how we manage bookings, store goods, or coordinate removal-related services.
Where applicable, other remedies consistent with our terms and conditions and any relevant legal requirements.
We cannot guarantee a particular outcome in advance, but we commit to considering all reasonable options where we have made a mistake or fallen short of our standards.
Using complaints to improve our service
Complaints help us identify where our processes, communication, or service delivery, including any removal-related activities, may not be working as intended. We review complaints regularly to identify patterns and opportunities for improvement, such as training for staff, updates to procedures, or clearer information for customers.
Concerns about third party services
In some cases, storage services may involve third party providers, for example for transport or removal work arranged in connection with your booking. If your concern relates partly or wholly to a third party, we will consider how it affects your overall service with Storage West Green, cooperate where appropriate, and explain what aspects we are directly responsible for and what may fall under the third party’s responsibility.
Final position
Once we have completed our investigation and given you our final written response, we will regard the complaint as closed. If you remain dissatisfied, you may wish to seek independent advice about your options. This complaints procedure does not affect any legal rights you may have under consumer or contract law.
We are committed to handling every complaint carefully and constructively, with the aim of restoring confidence in our storage and removal-related services wherever possible.
