Storage Osidge Complaints Procedure
This Complaints Procedure explains how Storage Osidge manages and resolves complaints relating to our storage facilities and removal services. Our aim is to handle every concern fairly, consistently and promptly, and to use feedback to improve our services for all customers.
1. Purpose and Scope
This procedure applies to any complaint about Storage Osidge’s services, including but not limited to storage units, handling of goods, removals and related support services. It covers issues such as service quality, communication, care of property, billing concerns and staff conduct.
The Complaints Procedure is designed to provide a clear route for raising concerns, to explain what customers can expect from us at each stage, and to ensure that all complaints are handled in a professional and respectful manner.
2. What Is a Complaint
A complaint is any expression of dissatisfaction from a customer or their authorised representative about our services, whether justified or not, where a response is expected. This can include concerns raised during a move, while goods are in storage, or after a service has been completed.
We encourage customers to raise issues as soon as possible so that we have the best opportunity to put things right and minimise any disruption to storage or removal plans.
3. Informal Resolution
Many concerns can be resolved quickly and informally. In the first instance, customers are encouraged to speak directly to the member of staff they have been dealing with, or to a supervisor on site. For example, if there is an issue with access times, packing materials, moving dates or general service quality, staff will aim to resolve it immediately where possible.
If an issue is raised informally but cannot be resolved straight away, customers will be informed about the next steps and how to pursue a formal complaint.
4. Making a Formal Complaint
If a concern cannot be settled informally, or if the matter is more serious, a formal complaint should be made. The complaint should clearly explain:
What happened and when it occurred
Which aspect of the storage or removal service is being complained about
Who was involved, where known
What outcome or resolution the customer is seeking
Complaints should be raised as soon as reasonably practical after the event, especially where they relate to handling of goods, loss, damage or time-sensitive moving arrangements.
5. Acknowledgement and Timeframes
Once a formal complaint is received, Storage Osidge will acknowledge it within a reasonable timeframe. The acknowledgement will explain that the complaint is being reviewed and provide an indication of when the customer can expect a fuller response.
We aim to provide a detailed response within a set period from the date of acknowledgement. If we are unable to respond fully within this period, for example due to the complexity of the issues or the need to gather additional information, we will provide an update and an estimated timescale for completion of the investigation.
6. How Complaints Are Investigated
All formal complaints are reviewed by a manager or senior staff member who was not directly responsible for the issue being complained about, wherever possible. The investigation may include:
Reviewing customer records and service notes
Checking removal schedules, storage documentation and photographs where available
Speaking with staff involved with the storage or moving service
Assessing any evidence of loss or damage to goods
Considering relevant policies, terms of business and industry standards
We will assess the complaint objectively and consider both the circumstances of the case and how similar complaints have been handled in the past, to ensure fairness and consistency.
7. Our Response and Possible Outcomes
Once the investigation is complete, we will write to the customer to explain the outcome. Our response will normally include:
A summary of the complaint
Details of the steps taken during the investigation
Our findings, including whether the complaint is upheld in full, in part, or not upheld
Any actions we will take to resolve the matter
Possible outcomes may include an explanation or apology, practical steps to remedy the situation, service improvements, or where appropriate, consideration of compensation in line with our terms and conditions and any applicable insurance arrangements.
8. Escalation of Complaints
If a customer is not satisfied with the outcome of the initial investigation, they may request that the complaint be reviewed by a more senior manager. The request for escalation should explain why the original response is considered unsatisfactory and what further outcome is sought.
The escalated review will focus on whether the complaint was handled fairly, whether all relevant information was considered, and whether the decision reached was reasonable in light of the evidence. Following this review, a final written response will be provided.
9. External Review
Where applicable, and depending on the nature of the complaint and any contractual arrangements, customers may have the option of seeking independent advice or external dispute resolution. This may include contacting relevant consumer bodies, industry organisations or alternative dispute resolution schemes that may apply to storage and removals services in the customer’s area.
Details of any relevant external options may be provided on request or referred to in our service documentation and terms of business.
10. Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with our data protection obligations. Information about a complaint will only be shared with those who need it to investigate and resolve the issues raised, or where we are legally required to disclose it.
We will keep records of complaints and outcomes for an appropriate period. These records help us monitor performance, identify patterns and make service improvements across our storage and removal operations.
11. Using Feedback to Improve Our Service
Storage Osidge takes complaints and feedback seriously. Every concern raised is an opportunity to review how we operate, whether in relation to secure storage, careful handling of goods, scheduling of moves or customer support. We regularly review complaints data to identify areas for training, process improvements and service development.
By following this Complaints Procedure, we aim to resolve individual issues fairly and enhance the overall quality and reliability of our storage and removals services.
