Storage Hook Complaints Procedure
Storage Hook is committed to delivering a professional, reliable service across all removal and storage activities. We recognise that, on occasion, things may not go as planned. When this happens, we want to hear from you so we can put matters right, learn from the experience and improve our services. 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 covers complaints about our work, including removal services, storage services, associated packing, handling of possessions, customer service interactions and administration. It applies to current and former customers, and to individuals acting on behalf of a customer where they have appropriate authority. This procedure does not cover disputes that are already the subject of legal proceedings, or issues that fall under separate statutory or regulatory processes.
Our Commitment to You
When you raise a complaint with Storage Hook, we will treat you with respect, listen carefully to your concerns and handle your information sensitively. We aim to resolve complaints promptly, fairly and consistently, keeping you informed throughout. We will investigate complaints with an open mind and will not treat you unfavourably for raising a concern in good faith. Where we have made a mistake, we will acknowledge it, apologise where appropriate and take corrective action.
How to Raise a Complaint
You can raise a complaint verbally or in writing. While we will always try to resolve issues that are reported informally, we recommend submitting your complaint in writing wherever possible. This helps us to understand the details clearly and to investigate thoroughly.
When you make a complaint, please provide the following information to help us respond effectively. Your full name and, if applicable, the name of the account holder. Details of the service you received, such as removal date, storage period or reference numbers if known. A clear description of what happened, including dates, times and locations where relevant. Any supporting information you believe is important, such as photographs or written notes. An explanation of what outcome you are seeking, for example clarification, an apology, remedial work or consideration of compensation.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the member of our team you have been dealing with, or their immediate supervisor. Many issues can be resolved quickly at this stage, especially those relating to scheduling, access, basic paperwork, or minor service concerns. Our team will listen to your feedback, clarify any misunderstandings and attempt to resolve the matter promptly. Where they cannot resolve the issue immediately, they will refer it to an appropriate manager for further review.
Stage Two: Formal Complaint Investigation
If your concern is not resolved at Stage One, or if the matter is particularly serious, you may ask for it to be treated as a formal complaint. When a complaint moves to this stage, it will be assigned to a manager who has not been directly involved in the events giving rise to the complaint wherever possible. This helps ensure a fair assessment.
We will acknowledge receipt of your formal complaint within a reasonable timeframe. In our acknowledgement we will confirm that we have received your complaint, outline the next steps and an estimated timescale for our investigation. During the investigation we may contact you to request further information or clarification. We ask that you respond as fully as you can so that we can understand the situation in detail.
Our Response and Possible Outcomes
Once our investigation is complete, we will provide you with a written response outlining our findings. This response will summarise the key issues you raised, explain the steps we took to investigate, present our conclusions, and set out any actions we will take. Depending on the nature and outcome of the complaint, these actions may include an explanation or clarification, an apology, practical steps to rectify any issues that remain outstanding, improvements to our internal processes or staff training, and where appropriate, consideration of redress that is fair and proportionate to the circumstances.
If You Remain Dissatisfied
If you are not satisfied with our response at the conclusion of the formal complaint investigation, you may request that your complaint is reviewed at a higher level within Storage Hook. A senior manager will review the complaint, the investigation conducted, and our response. In doing so, they may uphold the original outcome, vary it, or decide that further investigation is required.
We will aim to provide a final position following this review within a reasonable time. Once this stage is complete, our internal complaints procedure will normally be considered exhausted.
Timescales
We aim to deal with all complaints efficiently and without unnecessary delay. While exact timescales may vary according to the complexity of the matter, we will always aim to acknowledge your complaint promptly and keep you updated on progress. When we provide estimated timescales for investigation or response, these are given in good faith. If for any reason we are unable to meet an indicated timescale, we will let you know and explain why.
Confidentiality and Data Protection
Your complaint will be handled in confidence and shared only with those who need to know in order to respond and improve our services. We will manage all personal data in line with applicable data protection requirements. Information relating to complaints will be stored securely and only retained for as long as is necessary for the purposes of handling your complaint, meeting our legal obligations and improving our operations.
Using Complaints to Improve Our Service
We view complaints as an opportunity to identify where our removal and storage services can be improved. We regularly review complaint trends to highlight areas where changes to our processes, staff training or customer communications may be beneficial. By raising a concern, you are helping Storage Hook to refine the way we work and to provide a better service to future customers.
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and aligned with our commitment to fair treatment and high standards of service.
