Storage Bow Complaints Procedure
Storage Bow is committed to providing a reliable storage and removals service and to resolving any concerns in a fair and timely manner. This Complaints Procedure explains how you can raise an issue, how we will handle it, and what you can expect from us throughout the process.
1. Purpose and Scope
This procedure applies to all customers using our storage facilities and any related removal or transportation services. It covers concerns about service quality, conduct of staff or contractors, handling of goods, administration of your account, and communication or documentation related to your booking or contract.
We aim to use all feedback, including complaints, to improve our services and prevent similar issues from occurring in the future.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Storage Bow. This may include delays or missed appointments, damage, loss, or suspected damage or loss of goods, conduct, communication, or administration related to quotations, billing, or contracts.
We do not treat routine enquiries, clarification questions, or initial requests for information as complaints, although these will still be handled promptly by our team.
3. How to Raise a Complaint
You can raise your complaint in writing or by speaking to us. While we will accept complaints in any reasonable form, we encourage you to put your concerns in writing so there is a clear record of the issue.
When raising a complaint, please provide your full name, details of your booking or storage agreement, a clear description of the issue, relevant dates, times and locations, and any supporting information such as inventory details, photographs, or written notes. Supplying full information at the outset helps us to investigate more efficiently.
4. Time Limits for Making a Complaint
To allow us to investigate effectively, please raise your complaint as soon as you become aware of the issue. Where a complaint involves physical goods, we may not be able to consider claims raised long after items have left our care, particularly if there has been further handling or use.
Specific time limits may also apply under your contract terms or any applicable insurance. You should refer to your agreement for further details.
5. Our Complaints Handling Stages
Stage 1: Initial Review
Once we receive your complaint, we will acknowledge it and record it in our internal complaints log. An appropriate member of staff will carry out an initial review, which may include checking your contract, inventory, service notes, and any photographs or other records.
We will aim to provide an initial response within a reasonable timeframe, setting out our understanding of the issue and any immediate steps we can take.
Stage 2: Detailed Investigation
If your complaint cannot be resolved immediately, it will proceed to a detailed investigation. This may be handled by a manager or another senior member of the team who was not directly involved in the original service where possible.
The investigation may include speaking with staff or contractors involved in the work, reviewing collection and delivery records and relevant documentation, inspecting storage units or vehicles where appropriate, and considering any additional information you may provide. We may contact you during this stage to clarify details or request further evidence.
Stage 3: Outcome and Resolution
After completing the investigation, we will provide a written response setting out a summary of our findings, our decision on whether your complaint is upheld in full, in part, or not upheld, and any action we propose to take. Possible outcomes may include an explanation or apology, corrective action or service adjustments, or other remedies in line with our terms and conditions and applicable law.
We aim to complete investigations and provide a final response as promptly as circumstances allow, taking into account the complexity of the case and the availability of information.
6. If You Are Not Satisfied With the Outcome
If you are unhappy with the outcome of your complaint at Stage 3, you may request a further review. In your request, please explain why you disagree with the decision and provide any additional information you believe has not been fully considered.
Where practicable, a more senior manager or a different member of the management team will review the handling of your complaint and the decision reached. Following this review, we will issue a final position statement.
7. Our Commitments During the Process
Throughout the complaints process, Storage Bow is committed to treating you with respect and courtesy at all times, handling your complaint impartially and without discrimination, keeping your personal information secure and confidential, and communicating in clear, plain language so you understand each stage.
We will keep you informed of significant progress or delays and will let you know if we require more time due to complexity, the need to obtain further evidence, or other reasonable factors.
8. Data Protection and Confidentiality
Information you provide in connection with a complaint will be used only for the purpose of investigating and resolving your concerns, operating our quality and risk management systems, and meeting legal or regulatory requirements where applicable.
We will keep records of complaints and their outcomes for an appropriate period so that we can monitor trends, demonstrate how we have addressed issues, and make improvements to our storage and removals services.
9. Continuous Improvement
Feedback from customers, including complaints, is an essential part of how we maintain and improve our standards. We regularly review complaints data to identify recurring themes, assess the effectiveness of our procedures, and implement changes to staff training, documentation, systems, or working practices where needed.
By following this Complaints Procedure, Storage Bow aims to resolve individual issues fairly while also strengthening the reliability and quality of our services for all customers.
