Storage The Hyde Complaints Procedure
Storage The Hyde aims to provide reliable, secure storage and efficient removal services for every customer. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to ensure that any dissatisfaction about our storage, removal, or associated services is handled in a fair, consistent and timely manner. It applies to all customers who use our services, including those arranging short-term storage, long-term storage, or domestic and commercial removals.
We use all complaints as an opportunity to review and improve our services and customer care. Your feedback helps us refine our processes, staff training and communication, so that future customers benefit from higher standards.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about the services you have received from Storage The Hyde, whether this relates to storage, handling of possessions, collection or delivery arrangements, customer service, billing or any other aspect of our operations.
Examples include, but are not limited to, concerns about the condition of goods following storage or removal, communication and responsiveness, adherence to agreed dates and times, clarity of pricing or charges, and conduct or attitude of our staff or contractors.
How to Raise a Complaint
You can raise a complaint in writing or by speaking to a member of our team. We encourage you to provide as much detail as possible so that we can investigate thoroughly. When submitting your complaint, please include your full name, details of the services provided, relevant dates, a clear description of what went wrong, and any supporting information such as inventory references or job numbers.
Where possible, we recommend that you raise your concern as soon as you become aware of an issue. Prompt notification helps us address problems while the details are fresh and gives us the best chance to put things right quickly.
Informal Resolution
Many concerns can be resolved quickly by speaking directly with the member of staff you have been dealing with or a supervisor. If you raise your concern informally, we will aim to understand the issue, discuss possible solutions with you, and agree an outcome where practical.
If you are satisfied with the explanation or action taken at this stage, the matter will be closed. However, if your concern is not resolved, or if you prefer a more formal investigation from the outset, you can make a formal complaint as set out below.
Formal Complaints Process
When a complaint is raised formally, it will be recorded and allocated to an appropriate manager for review. Formal complaints allow us to look in more depth at what has happened and whether our policies and procedures were followed correctly.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you a written acknowledgement. This will confirm that we have received your complaint, explain the next steps and outline the expected timescale for a full response.
We aim to acknowledge all formal complaints within a reasonable number of working days. If for any reason we need more time to locate information about your storage contract or removal booking, we will let you know.
Investigation and Assessment
The manager handling your complaint will review all relevant records, including storage documentation, removal job sheets, condition reports, photographs where available, and any previous correspondence. They may also speak to staff members, contractors or partners who were involved in the service provided to you.
During the investigation, we may contact you to clarify details or to request further information. This helps us build a complete picture of what happened and consider your perspective fully.
Our Response
After completing the investigation, we will send you a written response setting out our findings. This response will explain whether your complaint has been upheld in full, upheld in part, or not upheld, and the reasons for our decision.
Where your complaint is upheld, we will outline any steps we propose to take, which may include an explanation or apology, practical steps to remedy the situation where possible, or improvements to systems and processes to prevent a recurrence.
Timescales
We aim to complete our investigation and provide a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the issues raised, availability of records, and the need to obtain statements from staff or contractors.
If we are unable to provide a final response within the usual timescale, we will contact you to explain the reason for the delay and give you an updated estimate of when you can expect a full reply.
Escalating Your Complaint
If you are not satisfied with our formal response, you may request that your complaint is reviewed by a more senior manager. When you do this, please set out why you disagree with our findings or the proposed outcome, and whether you have any additional information you would like us to consider.
The senior manager will review the original investigation, any new information you provide, and the reasoning behind our decision. They may decide that the outcome remains appropriate or that further action is required. You will receive a written response confirming the result of this review.
Complaints Involving Loss or Damage
If your complaint relates to loss of or damage to goods in storage or during removal, we may also need to consider the terms and conditions of your contract, any declarations you made regarding the value of goods, and any insurance arrangements in place at the time of the incident.
We may ask you for supporting evidence, such as photographs, inventories or purchase information, to help assess your claim. All such complaints will be handled with care and in line with our contractual and legal responsibilities.
Confidentiality and Data Protection
All complaints are handled confidentially and with respect for your privacy. Information you provide will be used only for the purposes of investigating and resolving your complaint, and for monitoring and improving our services. We will store complaint records securely and keep them only for as long as is reasonably necessary and in line with applicable data protection requirements.
Continuous Improvement
We regularly review complaints data to identify patterns, recurring issues and areas where staff training, operational processes or customer communication can be improved. This helps us raise standards in our storage and removal services and offer a better experience to future customers.
By following this Complaints Procedure, we aim to handle your concerns fairly, transparently and efficiently, and to maintain your confidence in Storage The Hyde as a trusted provider of storage and related services.
