Storage Ruxley Complaints Procedure
Storage Ruxley is committed to providing reliable storage and removal services and to dealing with any concerns in a fair, transparent and timely way. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Our approach to complaints
We recognise that occasionally things can go wrong, whether during storage, collection, delivery or associated services. When this happens, we want to know about it so that we can put things right wherever possible and learn from the experience.
We aim to:
Listen carefully to your concerns and treat you with respect.
Investigate all complaints impartially and based on evidence.
Provide clear, honest explanations and outcomes.
Use feedback to improve our storage and removal services.
What counts as a complaint
You may use this procedure if you are unhappy with any aspect of our services. This may include:
Service quality issues relating to storage, collection or delivery of your items.
Concerns about how your belongings were handled or protected.
Issues with punctuality, scheduling, communication or documentation.
Concerns about staff conduct or behaviour.
Disputes about charges, invoices or how your contract has been applied.
If you are unsure whether your concern is covered by this procedure, you can still contact us and we will direct you to the most appropriate way to resolve the issue.
Raising an informal concern
Many issues can be resolved quickly if you raise them as soon as they occur. In the first instance, we encourage you to raise your concern informally with the member of staff you have been dealing with or, where appropriate, with the on-site supervisor or office team.
At the informal stage, we will aim to:
Listen to and understand the issue from your perspective.
Clarify any details and agree what outcome you are seeking.
Offer an immediate explanation, solution or next steps where possible.
Most informal concerns can be dealt with promptly. If you are satisfied with the outcome, no further action is needed. However, if the matter is not resolved to your satisfaction, you can make a formal complaint.
Making a formal complaint
If your concern cannot be resolved informally, or if the matter is serious, you may submit a formal complaint. To help us handle your complaint efficiently, please provide:
Your full name and any relevant reference or contract details.
A clear description of what has gone wrong.
Relevant dates, times and locations, including any collection or delivery times.
Details of any conversations you have already had with our team.
Copies of any supporting documents you wish us to consider, such as photographs, inventory notes or invoices.
When we receive your formal complaint, we will record it and begin our investigation.
Acknowledging your complaint
We will acknowledge your formal complaint and confirm that it is being investigated. The acknowledgement will outline the next steps, including any information we may need from you and the approximate timescale for our response, taking into account the nature and complexity of the issue.
How we investigate
Every formal complaint is investigated by a member of the management team who has not been directly involved in the matter complained about, wherever possible. The investigation may include:
Reviewing your contract, inventory and any service notes.
Checking collection and delivery records and any relevant tracking or scheduling information.
Speaking with staff members who were involved in providing the service.
Reviewing any photographs, condition reports or written correspondence.
Considering relevant company policies and industry standards for storage and removals.
We may contact you during the investigation to clarify details or request additional information to ensure we fully understand the situation.
Our response and possible outcomes
Once the investigation is complete, we will provide a written response setting out:
A summary of your complaint.
The steps we took to investigate.
Our findings and conclusions.
Any proposed remedies or actions.
Depending on the circumstances, outcomes may include an explanation or apology, corrective action to resolve a practical issue, a review of procedures, training for staff, or where appropriate, consideration of compensation in line with your contract and any applicable terms and conditions.
Timeframes
We aim to resolve complaints as quickly as is reasonably possible. Timeframes will vary depending on the complexity of the issue, the availability of relevant staff and the extent of the investigation required, particularly where logistics and storage records must be checked thoroughly.
If we are unable to provide a full response within the initial timeframe indicated in our acknowledgement, we will update you on progress and let you know when you can expect a final response.
If you are still unhappy
If you are dissatisfied with the outcome of your formal complaint, you may request a review by a more senior manager. You should explain clearly why you remain unhappy and what outcome you are seeking. The review will consider whether the complaint was handled fairly and whether the conclusions reached were reasonable in light of the evidence.
Following this review, we will provide you with a final response. This will usually conclude our internal complaints process.
Customer responsibilities
To help us handle your complaint effectively, we ask that you:
Provide accurate and complete information.
Submit complaints as soon as reasonably possible after the issue arises.
Retain relevant documents, such as contracts, inventories and receipts.
Communicate with our team in a respectful manner.
Cooperate with any reasonable requests for information or access needed to investigate the matter, for example access to stored items or delivery locations.
Continuous improvement
Storage Ruxley uses the information we gain from complaints and feedback to improve our operations, customer service and the reliability of our storage and removal services. We review trends and identify areas where training, process updates or investment in equipment and systems may help to reduce the likelihood of similar issues arising in future.
Our aim is not only to resolve individual complaints fairly but also to build long-term trust with our customers by maintaining clear standards and responding constructively when things go wrong.
