Storage Frognal Complaints Procedure
Storage Frognal is committed to providing a reliable, professional service for all storage and removal customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so that we can put matters right and improve our service. This Complaints Procedure sets out how you can raise a concern, how we will respond, and the steps available if you remain dissatisfied.
Purpose of this Complaints Procedure
The purpose of this Complaints Procedure is to provide a clear and fair process for customers who wish to complain about any aspect of Storage Frognal’s services. This includes, but is not limited to, storage of goods, collection and delivery, packing, loading and unloading, handling of belongings, customer service, billing issues and communication during removals or storage arrangements.
We aim to resolve complaints promptly, courteously and in a way that is transparent and easy to understand. All complaints are treated seriously and used as an opportunity to review and, where appropriate, improve our processes.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, actions or lack of actions by Storage Frognal or its staff. You do not have to use the word complaint for your concern to be treated as one. If you tell us that you are unhappy with our storage or removal services and would like us to respond or resolve an issue, this will be treated as a complaint under this procedure.
How to Make a Complaint
You can make a complaint to Storage Frognal in writing or verbally. While we will accept complaints in any reasonable format, we recommend putting your concerns in writing wherever possible, as this helps to ensure that all details are clear and recorded accurately.
When making a complaint, please provide as much relevant information as possible, including your full name, the date of your move or storage booking, any reference numbers, a description of what went wrong, when it happened and the outcome you are seeking. If your complaint relates to specific items or aspects of a removal or storage service, please include details such as item descriptions, locations, and any supporting information you consider relevant.
Initial Handling and Acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of staff for review. We aim to acknowledge all complaints as soon as reasonably practical after receipt. The acknowledgement will confirm that we have received your complaint and outline the next steps and expected timescales for our response.
In some cases we may contact you promptly for further details or clarification. This helps us to ensure that we fully understand your concerns, particularly in relation to complex removal arrangements, storage duration, access requirements or billing queries.
Investigation of Your Complaint
Your complaint will be investigated by a member of the management team or another suitably senior person who is independent of the events giving rise to the complaint wherever possible. The investigation may include reviewing relevant documents, service records, inventory lists, collection and delivery notes, photographs, staff statements and any other material we consider relevant.
We may contact you during the investigation to request further information or to clarify aspects of your complaint. This is intended to assist in reaching a fair and accurate understanding of what happened. We will treat you with courtesy and respect throughout this process and we expect the same in return.
Our Response and Possible Outcomes
Once we have completed our investigation, we will provide you with a written response setting out our findings and, where appropriate, any proposed resolution. Our response will explain whether your complaint has been upheld in full, upheld in part or not upheld, together with reasons for our decision.
Where we find that our service has fallen short of the standards you are entitled to expect, we will consider appropriate remedies. Depending on the circumstances, these may include an explanation, an apology, corrective action such as amended documentation, service improvements, or other measures. Where financial loss or damage to goods is involved, any remedy will be considered in line with our terms and conditions and any applicable insurance arrangements.
Timescales for Dealing with Complaints
We aim to deal with all complaints as quickly as reasonably possible, bearing in mind the need for a thorough and fair investigation. Many straightforward issues can be resolved promptly. More complex complaints, such as those involving multiple services, third parties or detailed inventory checks, may take longer.
If we are unable to provide a full response within our usual target time, we will update you on progress and give an indication of when you can expect a final response. We will continue to keep you informed if there are any significant changes to the expected timescale.
Escalation if You Are Not Satisfied
If you are not satisfied with the outcome of your complaint or the way it has been handled, you may request that your complaint is reviewed at a higher level within Storage Frognal. Your request for escalation should set out the reasons why you remain dissatisfied and any additional information you wish us to consider.
A more senior member of staff, who was not directly involved in the original decision wherever practical, will review your complaint, the investigation carried out and the response provided. Following this review, you will receive a further written response setting out the outcome of the escalation and our final position on the matter.
Complaints Involving Removal and Storage Services
Many of the complaints we receive relate to combined removal and storage services, such as packing, transit, unloading into storage units, and later redelivery. In these situations, we will consider the full chain of events, from initial booking and survey through to completion of the service, including any delays, access issues, handling concerns, or damage reports.
We recognise that moving and storing belongings can be stressful. We therefore aim to manage these complaints with particular care, ensuring that evidence from each stage of the process is taken into account and that we communicate clearly with you about what we have found.
Use of Complaints to Improve Our Service
All complaints are logged and monitored so that we can identify recurring issues and trends. This helps Storage Frognal to improve training, processes, communication and overall service quality in both our storage and removal operations. We are committed to learning from feedback and using it to reduce the likelihood of similar issues arising in the future.
Confidentiality and Data Protection
Your complaint will be handled in confidence and information will only be shared within Storage Frognal on a need to know basis for the purposes of investigating and resolving your concerns. Any personal data you provide in connection with your complaint will be processed in accordance with applicable data protection requirements and our internal policies.
Review of This Complaints Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for the range of services we provide, including storage, removals and related activities. We may update the procedure from time to time, and any changes will apply to complaints raised after the updated version is made available.
We value your feedback and are committed to dealing with all complaints fairly, consistently and with the aim of maintaining the trust of everyone who uses Storage Frognal for storage and removal services.
