Storage Knightsbridge Complaints Procedure
Storage Knightsbridge is committed to providing a reliable and professional removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so that we can put matters right and improve our service. 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.
Scope of this Complaints Procedure
This procedure applies to complaints about our services, including household and office moves, packing, loading, transport, storage, and related customer service. It covers issues such as service quality, delays, damage or loss of goods, conduct of our team, administration and communication, and billing or charges.
This procedure is intended for customers who have used, or have a confirmed booking for, our services. General enquiries, quotes, or informal feedback that does not raise a clear concern will be dealt with as standard customer service and not as a formal complaint.
Our Complaints Principles
We aim to handle all complaints in line with the following principles:
Fairness and impartiality: Your complaint will be considered objectively, based on the information and evidence available.
Respect and professionalism: You will be treated courteously at all times, and we expect the same in return.
Clarity and transparency: We will explain our process, our decisions, and the reasons for them in plain language.
Timeliness: We will respond within reasonable timeframes and keep you updated if more time is needed.
Confidentiality: We will handle your information sensitively and only share it where necessary to investigate your complaint.
Step 1: Raising an Initial Concern
If you are unhappy with any aspect of our service, we encourage you to raise the issue as soon as possible, ideally while our team is still working with you or shortly after. Many issues can be resolved quickly and informally when they are brought to our attention early.
When raising an initial concern, please tell us:
What service you received, such as a household removal, office move, packing, or storage.
What went wrong, including the date, time, and location where possible.
Who was involved, for example members of our removals or storage team.
What you would like us to do to address the problem.
We will listen carefully, seek to clarify any points we do not fully understand, and aim to provide an immediate or same-day explanation or solution where this is possible.
Step 2: Making a Formal Complaint
If your concern is not resolved informally, or if the matter is more serious, you may ask for it to be treated as a formal complaint. To help us investigate thoroughly, please provide the following information in writing:
Your full name and the name under which the booking was made.
The date of your move or storage service and any reference number you have received from us.
A clear description of the issue, including relevant dates, times, locations, and any conversations you have had with our representatives.
Details of any damage, loss, or disruption, including photographs or inventories where applicable.
Any steps already taken to try to resolve the issue and why you remain dissatisfied.
What outcome you are seeking, such as an explanation, an apology, corrective action, or consideration of compensation.
Step 3: Acknowledgement and Investigation
Once we receive your formal complaint, we will acknowledge it and begin our investigation. Wherever possible, we will do this within a reasonable number of working days.
During the investigation we may:
Review your booking details, inventory, and any written records of communication.
Speak with the removals or storage team members involved in delivering your service.
Inspect relevant documents, such as job sheets, collection and delivery notes, and condition reports.
Request additional information or evidence from you if needed to understand the situation fully.
Our aim is to reach a balanced view of what happened and whether our service met the standards we set for ourselves and that you are entitled to expect.
Step 4: Our Response and Outcome
When our investigation is complete, we will provide a written response setting out:
Our understanding of your complaint and the key points you raised.
A summary of the information and evidence we considered.
Our findings on each aspect of your complaint.
Any steps we will take to put matters right, where appropriate.
Any service improvements or training actions identified as a result of your complaint.
Possible outcomes may include an explanation, an apology, corrective action such as arranging additional services, or consideration of compensation where this is appropriate and in line with our terms and conditions and any applicable legal requirements.
Step 5: If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed. When requesting a review, please explain which parts of our decision you disagree with and why, and provide any additional information that you believe has not been considered.
A more senior member of our team will review the original investigation and decision. They may contact you for further clarification. After this review, we will provide a final response, explaining whether our original decision is upheld or amended and the reasons for this.
Time Limits for Raising Complaints
We ask that you raise complaints as soon as reasonably possible after the event. Prompt notification helps us to gather accurate information and to identify any issues with packing, loading, transport, storage conditions, or delivery while they can still be verified.
Specific time limits for reporting loss or damage to goods may apply under our terms and conditions. These are separate from, but related to, this Complaints Procedure. Where there is a difference, the time limits in your contract and any relevant legal provisions will take priority when assessing liability.
Recording and Using Complaints to Improve Our Service
All formal complaints are recorded and monitored. We review complaint information regularly to identify patterns, recurring issues, or areas where our removals and storage services can be strengthened. This may lead to changes in our procedures, staff training, communication methods, packing practices, vehicle loading guidelines, or storage handling processes.
By sharing your concerns with us, you help us to improve the experience for all customers who rely on our moving and storage services.
Respectful Communication
We are committed to dealing with every complaint fairly and respectfully. We ask that all customers communicate with our team in the same spirit. Abusive, threatening, or discriminatory language or behaviour will not be accepted and may affect how we are able to engage with a complaint.
This Complaints Procedure does not affect your statutory rights. It is intended to provide a clear and fair route for raising concerns about Storage Knightsbridge and to show how seriously we take feedback about our removals and storage services.
