Complaints Procedure for Storage Marks Gate
This complaints procedure explains how customers of Storage Marks Gate can raise concerns about our storage or removal services and how those concerns will be handled. Our aim is to resolve issues quickly, fairly and transparently, while using your feedback to improve our services.
Scope of this Complaints Procedure
This procedure applies to all customers who use our storage facilities or associated removal and collection services. It covers issues such as service quality, handling of goods, billing concerns, communication problems and any other aspect of our service delivery that you believe has fallen below expectations.
This procedure does not cover disputes that are already the subject of legal action or matters that must be handled by an insurer, regulator or another organisation under their own rules.
Our Commitment to You
We are committed to treating every complaint seriously and handling it in a professional manner. When you raise a complaint, we will listen carefully, investigate thoroughly and explain clearly what we can do to put things right. We also commit to treating you with respect at all times and to keeping your information confidential.
Informal Resolution in the First Instance
Where possible, we encourage customers to raise any concerns as soon as they arise, so that we have the opportunity to resolve them informally. In many cases, issues can be sorted out quickly by speaking to a member of staff at the facility or to the team that arranged your removal or collection.
During this stage, we will aim to:
Listen to your concern and clarify the issue
Explain what may have happened and why
Agree, where possible, a practical and prompt solution
If you are not satisfied with the informal response, or if you prefer not to discuss the matter informally, you can make a formal complaint using the procedure below.
How to Make a Formal Complaint
If you wish to make a formal complaint about Storage Marks Gate, please submit it in writing. Written complaints help us understand the issue clearly and keep an accurate record of what has happened.
When submitting your complaint, please provide as much detail as possible, including:
Your full name and any relevant customer or booking reference
The dates and times of the events you are complaining about
Whether the issue relates to storage, removals, collection, delivery, or another service
A clear description of what went wrong and how it has affected you
Any steps you have already taken to resolve the matter
What outcome or remedy you are seeking
Once we receive your formal complaint, we will acknowledge it and begin our investigation.
Acknowledgement and Timescales
We will acknowledge your complaint within a reasonable timeframe and let you know that it is being reviewed. We aim to provide a full response as quickly as possible, usually within a set period appropriate to the complexity of the matter. If we cannot respond in full within that period, we will keep you informed of progress and let you know when you can expect a final response.
How We Investigate Complaints
An appropriate member of the management team will review your complaint. Depending on the nature of the issue, the investigation may include:
Reviewing your account and any relevant booking or storage records
Checking inventory records, notes from removal teams and storage logs
Speaking with staff members involved in the provision of your service
Gathering any further information required to understand the events fully
We will consider the information provided by you and by our staff, along with any relevant policies, terms and conditions and industry standards. Our goal is to make a fair and balanced assessment based on the available evidence.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a clear written response. This will normally include:
A summary of your complaint
Details of the investigation carried out
Our findings and conclusions
Any actions we will take to put things right where appropriate
Any changes we plan to make to our processes or training as a result
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, corrective action in relation to your storage or removal service, or other appropriate remedies in line with our policies and any applicable terms and conditions.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you may ask for a further review. A more senior member of staff, who was not directly involved in the original decision, will reconsider your case. They will review the earlier investigation, any new information you provide and any additional evidence that may help resolve the matter.
After this review, you will receive a final response setting out our position. We will explain the reasons for our decision and confirm that this is the conclusion of our internal complaints process.
Complaints Related to Removal Activities
Where your complaint relates specifically to removal or transport activities connected to our storage services, we will also consider any relevant obligations that apply in the removals sector. This may include standards relating to the handling and protection of goods in transit, arrival times, conduct of staff and care taken when moving items into or out of storage units.
We recognise that customers rely on us to manage both storage and related moves efficiently and with care. Feedback about these services helps us review training, scheduling and communication so that we can continually improve our service to future customers.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with applicable data protection requirements. Information about your complaint will only be shared with those who need it to investigate and respond to your concerns. We will keep a record of your complaint and our response in order to monitor service quality and identify areas for improvement.
Continuous Improvement
We review complaints on a regular basis to identify patterns, recurring issues and opportunities to improve our storage and removal services. Lessons learned from complaints may lead to changes in procedures, staff training or customer communication. By raising your concerns, you play an important role in helping us maintain and enhance the quality of the services we provide.
This complaints procedure is reviewed periodically and may be updated to reflect changes in our services, in industry practice or in relevant regulations. The most current version of the procedure will always apply to new complaints.
