Storage Hayes Complaints Procedure
This Complaints Procedure explains how customers of Storage Hayes can raise concerns about our storage and removal services, and how we will respond. We aim to resolve all issues fairly, consistently, and as quickly as possible so that you can use our services with confidence.
1. Purpose and Scope
This procedure applies to all customers who use Storage Hayes for storage, removals, or related services such as packing, loading, and transport. It covers complaints about service quality, conduct of staff or contractors, administrative errors, communication issues, and charges or billing for completed or ongoing services.
This procedure does not cover purely operational enquiries, such as booking dates, price estimates, or general service questions. Those should be directed to our customer service team using your usual contact method.
2. What We Consider a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you are asking us to review something and put it right. Common examples include delays or problems on removal or delivery days, concerns about the handling or storage of your goods, disagreement with an invoice or additional charges, issues with access arrangements or agreed terms, and dissatisfaction with how a previous issue was handled.
You do not need to use the word “complaint” for us to treat it as one. If you are unhappy and want us to take action, we will regard it as a complaint.
3. Making a Complaint
You can make a complaint verbally or in writing. We encourage written complaints where possible, as this helps us keep a clear record of what has happened and what outcome you are seeking. Please provide the following information to help us investigate effectively:
• Your full name and any reference or booking number
• The date of the service and type of service, for example storage, removals, or both
• A clear description of what went wrong and when it happened
• Details of any staff or team members involved, if known
• Any supporting information you have, such as photographs or lists of items
• The outcome you would like to see, such as clarification, an apology, or a review of charges
Complaints should be submitted through the normal Storage Hayes contact channels you already use for bookings and enquiries. If you raise a complaint verbally, you may be asked to confirm the details in writing so that we have a full and accurate record.
4. Our Complaint Handling Stages
We aim to resolve matters at the earliest possible stage. Our process has two main levels: informal resolution and formal investigation.
Stage One: Informal Resolution
In the first instance, your complaint will usually be handled by the team member or department responsible for your storage or removal booking. They will review the issue, look at the relevant records such as booking details, inventory lists, or job sheets, and attempt to resolve it with you directly.
We aim to acknowledge your complaint promptly and to provide an initial response within a reasonable timeframe, usually within a few working days. Many complaints can be resolved at this stage by clarifying information, correcting errors, or agreeing practical steps for improvement.
Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the matter is complex or serious from the outset, your complaint may be escalated for a formal investigation. This will normally be handled by a manager or senior member of staff who has not been directly involved in the events leading to the complaint.
During a formal investigation, we may review written records and contracts, staff job sheets and schedules, photographs or inventory documents relating to your goods, and any messages or notes on your booking. We may contact you for further information or clarification. Once the investigation is complete, we will provide a written response setting out what we have found, any decision we have made, and any actions we will take.
5. Response Times
We aim to act promptly and fairly. While exact timescales may depend on the nature and complexity of the complaint, we work towards the following indicative targets:
• Initial acknowledgement of your complaint within a few working days
• A more detailed response or update within a reasonable period after acknowledgement
• If further time is required for investigation, we will let you know and explain why
Where the issue relates to time-sensitive matters, such as an upcoming removal date or access to storage, we will prioritise the investigation as far as reasonably possible.
6. Possible Outcomes
Following our investigation, we may decide that no service failure has occurred, or we may identify areas where we have not met our usual standards. Depending on the findings, outcomes may include an explanation or clarification of events, a sincere apology for any inconvenience or shortcomings, corrective actions to put things right where practical, a review of charges or an adjustment to fees where appropriate, and service improvements or staff training to reduce the risk of similar issues arising again.
7. Escalation and Further Steps
If, after our formal investigation, you are still dissatisfied with the outcome, you may request a further review. This review will normally be carried out by a senior manager who will consider whether the procedure has been followed correctly and whether the decision should stand or be varied.
Storage Hayes aims to resolve complaints directly and constructively. Where applicable, and depending on the nature of your contract, you may also have the option to seek independent advice or to use external dispute resolution or legal routes. Any such steps would be separate from this internal complaints procedure.
8. Using This Procedure Fairly
We ask customers to use this Complaints Procedure in a reasonable and respectful manner. Storage Hayes reserves the right to manage unreasonable, abusive, or persistent complaint behaviour in line with our duty to protect staff and to provide a fair service to all customers. This may include limiting the method or frequency of contact where necessary.
9. Review of This Procedure
Storage Hayes keeps this Complaints Procedure under regular review to ensure that it remains clear, effective, and appropriate for our range of storage and removal services. We may update it from time to time to reflect changes in our operations, best practice, or relevant legal and regulatory requirements.
By using our services, you agree that any concerns you have will be raised and handled in accordance with this Complaints Procedure. Our aim is always to learn from feedback and to continue improving the storage and removal services we provide.
