Storage Whetstone Complaints Procedure
Storage Whetstone is committed to providing reliable storage and removals services and to resolving any concerns quickly and fairly. This complaints procedure sets out how you can raise an issue with us, how we will handle your complaint, and the standards you can expect throughout the process.
Our Commitment to Customers
We aim to deliver secure storage solutions and efficient moving services with clear communication and professional care. If something goes wrong, we want to know about it so we can put it right, explain what happened, and use the feedback to improve our services.
All complaints are taken seriously and will be handled objectively, with respect for every customer. We will investigate all matters raised, whether they relate to storage, transportation, handling of items, administration, or customer service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may include, for example, concerns about:
Service quality, such as delays, missed appointments, or problems with collection or delivery
Condition, handling, or storage of your goods
Charges, billing, or clarity of information provided about our services
Staff conduct, communication, or behaviour
Any other aspect of your experience with Storage Whetstone
If you are unsure whether your issue is a complaint, you should raise it with us and we will guide you through the process.
How to Raise a Complaint
You can make a complaint using the method that is most convenient for you. You may contact us in writing or speak to a member of our team in person. For clarity and to help us investigate efficiently, we encourage written complaints where possible.
When raising a complaint, please provide the following information:
Your full name and any reference or booking number related to your storage or removals agreement
A clear description of what has gone wrong and when it occurred
Details of any staff you have already spoken to about the matter
Any supporting information that may help us investigate, such as inventory lists, photographs, or notes of conversations
What outcome you are seeking, if you have a particular resolution in mind
Stage One: Initial Response
Upon receiving your complaint, we will acknowledge it as soon as reasonably possible. We will normally confirm that we have received your complaint and will explain who is dealing with it and what the next steps will be.
At this stage, we will aim to resolve straightforward issues quickly, sometimes within the first contact if the matter is clear and a solution is available. Where a more detailed investigation is required, we will let you know and provide an indicative timeframe for our response.
Stage Two: Investigation and Outcome
If your complaint cannot be resolved immediately, it will be passed to a manager or senior member of staff for investigation. They will review all relevant information, including records of your storage or removal, staff notes, and any supporting documents you have provided.
During the investigation we may contact you to request further details or clarification. This helps us build a complete picture of what happened and ensures we fully understand your concerns.
Once the investigation is complete, we will provide you with a clear response, setting out:
What we have found following our review
Whether your complaint has been upheld in full, in part, or not upheld
Any actions we will take to put things right or to prevent a similar issue in future
Any options for further review if you remain dissatisfied
Timescales for Handling Complaints
We aim to resolve most complaints as quickly as possible. The time required will depend on the nature and complexity of the issue, including whether it involves storage records, transport schedules, or third-party services.
We will always seek to:
Acknowledge your complaint within a reasonable period from receipt
Provide a substantive response as soon as we can and keep you updated if more time is needed
If we cannot meet the timescales we originally indicated, we will inform you about the reason for the delay and let you know when you can expect an update or a final response.
Remedies and Putting Things Right
Where we identify that something has gone wrong, we will consider appropriate remedies based on the circumstances of your case. These may include:
Providing a clear explanation or apology
Taking corrective action to resolve a service issue, such as revisiting a collection or delivery
Reviewing procedures, staff training, or communication methods to prevent recurrence
Considering compensation in line with our terms and conditions and any applicable limitations of liability
All remedies will be assessed on an individual basis, taking into account the nature of the complaint, the impact on you, and our contractual obligations.
If You Are Still Unhappy
If you remain dissatisfied after receiving our final response, you may ask for your complaint to be reviewed by a more senior manager, where available. They will consider whether the complaint has been handled fairly and whether the outcome is reasonable in light of the information provided.
We recommend that you set out clearly why you are unhappy with the outcome and what you would like us to reconsider. This will help us to review the matter thoroughly.
Fair Treatment and Confidentiality
We treat all customers fairly and respectfully when they raise concerns. Making a complaint will not affect the level of service you receive from Storage Whetstone.
Information relating to your complaint will be kept confidential and will only be shared with staff who need it to investigate or respond. We may use anonymised information from complaints to improve our processes, staff training, and customer service standards across our storage and removals operations.
Using Complaints to Improve Our Services
Every complaint gives us an opportunity to review and improve the way we work. We regularly review the types of complaints we receive and the outcomes reached, so we can identify trends and areas where we can strengthen our procedures, communication, and service delivery.
Our aim is to provide a dependable storage environment and a smooth moving experience for every customer. By following this complaints procedure, we seek to address problems promptly and to continually raise the standard of the services offered by Storage Whetstone.
