Storage Lee Complaints Procedure
Storage Lee is committed to providing reliable storage and removal services and to resolving any problems quickly and fairly. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong with our storage or removal services. It helps us put things right where we have made a mistake and improve our service for the future.
This procedure applies to all customers who use Storage Lee for storage, removals, collections, deliveries, packing, or related services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether it relates to storage, removals, handling of goods, customer service, administration, or charges, where you would like a response or resolution.
Examples of complaints include issues such as delays to a removal, concerns about how items have been handled, problems with storage units, billing queries, or dissatisfaction with communication. If you are unsure whether something is a complaint, we still encourage you to raise it so we can look into it.
How to Raise a Complaint
You can raise a complaint in writing or by speaking to a member of our team. So that we can investigate fully, please provide as much detail as you can, including:
• Your full name
• Any reference number relating to your booking or storage agreement
• The date and location of the service
• A clear description of what went wrong
• What outcome you are seeking or how you would like us to put things right
Providing copies of any relevant documents, such as booking confirmations, inventories, or photographs, will help us understand the situation more quickly.
Our Complaints Handling Stages
We handle all complaints in a structured way to ensure they are dealt with consistently and fairly.
Stage One: Initial Review and Acknowledgement
Once you raise a complaint, we will record the details and acknowledge it. During this initial review, we may contact you to clarify any points or request further information about your storage or removal service. We aim to acknowledge your complaint promptly so you know it is being taken seriously.
Stage Two: Investigation
Your complaint will be allocated to a member of our team who is responsible for investigating the matter. The investigation may include:
• Reviewing your booking or storage agreement and service records
• Discussing the matter with the staff involved, such as removal crews or store teams
• Inspecting inventories, notes, or photographs related to the job
• Assessing whether our usual procedures were followed
We aim to complete our investigation and provide a written or verbal response within a reasonable time. If the issue is complex and we need more time, we will let you know and keep you updated on progress.
Stage Three: Response and Outcome
Once the investigation is complete, we will explain:
• What we have found
• Whether your complaint is upheld in full, in part, or not upheld
• Any steps we have taken or will take to put matters right
• Any changes we will make to our processes to help prevent a similar issue
Where appropriate, we may offer remedies that could include an apology, corrective action, service adjustments, or other outcomes in line with our terms and conditions.
If You Are Not Satisfied With the Outcome
If you feel that your complaint has not been handled properly, or you do not agree with the outcome, you may ask for a further review. This review will normally be carried out by a senior member of the Storage Lee team who was not directly involved in the original investigation, wherever possible.
During this review, we will look again at your complaint, the evidence, and the conclusions reached at the earlier stage. We will then respond to you with our final position and explain our reasoning clearly.
Time Limits for Making a Complaint
We encourage you to raise any concerns as soon as possible after the issue arises. Prompt reporting helps us investigate more effectively, particularly for services such as removals and storage where timings, inventories, and staff rotas are relevant.
In some situations, we may be less able to investigate complaints made a long time after the event, but we will always consider the circumstances and the information available.
Your Responsibilities When Making a Complaint
To help us resolve your complaint efficiently, we ask that you:
• Provide accurate and complete information about the issue
• Respond to our requests for further details in a timely manner
• Treat our staff with courtesy and respect throughout the process
• Keep any relevant documents, photographs, and receipts related to your storage or removal service
We reserve the right to end communication where a complainant behaves in an abusive, threatening, or unreasonable manner, but we will always seek to resolve the underlying issue wherever possible.
How We Use Complaints to Improve
Complaints help Storage Lee identify where we need to improve. We regularly review complaint trends to identify recurring issues in areas such as packing, handling, storage conditions, scheduling, and customer communication.
Where we identify patterns or repeated concerns, we may update our staff training, revise procedures for removals and storage, or adjust our internal checks and audits to deliver a more reliable and consistent service in the future.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information relating to your complaint will be shared only with staff who need it to investigate and respond, or where we are required to disclose it for legal or regulatory reasons.
We handle all personal information in line with our data protection obligations, and we will only keep complaint records for as long as necessary for operational, legal, or regulatory purposes.
Review of This Procedure
Storage Lee keeps this complaints procedure under regular review to ensure it remains clear, fair, and effective. As our storage and removal services develop, we may update this procedure to reflect changes in how we operate or in any relevant legal or regulatory requirements.
By following this complaints procedure, Storage Lee aims to deal with concerns in a way that is open, honest, and focused on resolving issues for our customers.
