Storage Gospel Oak Complaints Procedure
Storage Gospel Oak is committed to providing reliable storage and removals services and to handling any concerns quickly, fairly, and transparently. This complaints procedure explains how you can raise an issue with us, how we will respond, and what you can expect at each stage of the process.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and simple way to tell us when something has gone wrong. It applies to all storage services, removals services, packing services, and related activities provided by Storage Gospel Oak. We take every complaint seriously and use the information you provide to review and improve our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, vehicles, facilities, or communications, whether it is made verbally or in writing, where you are expecting a response or resolution. This can include issues such as:
Service quality, including storage or removals work not meeting expectations
Delays or missed appointments for collections, deliveries, or access
Condition or security of storage units or stored goods
Conduct or attitude of staff, drivers, or contractors
Information you believe was unclear, inaccurate, or misleading
Concerns about how we have handled a previous enquiry or problem
This procedure is not designed for routine enquiries, booking changes, or standard access requests, which will continue to be handled through our normal customer service channels.
How to Make a Complaint
You may raise a complaint in writing or verbally. To help us investigate and resolve your issue as quickly as possible, please provide the following details where you can:
Your full name and the name on the storage or removals agreement
Details of the service you received, including dates and locations
A clear description of what went wrong and when it happened
Names of any staff members you spoke to, if known
Any reference numbers or paperwork related to your booking
What outcome or resolution you are seeking
We encourage you to raise your complaint as soon as possible after the issue occurs so that we can investigate while the information is still recent and accurate.
Stage One: Initial Complaint Handling
At Stage One, your complaint will normally be handled by the team responsible for providing your storage or removals service.
A member of staff will acknowledge your complaint and may ask for further information or clarification. Where possible, we aim to resolve issues informally and promptly at this first stage. This may involve arranging a follow up call, visit, or internal review of your job notes and documents.
We will aim to provide an initial response within five working days of receiving your complaint. In many cases we will be able to give you a full response within this time. If the matter is more complex and we need additional time, we will explain why and confirm when you can expect a further update.
Stage Two: Formal Investigation
If you are not satisfied with the response at Stage One, or if the matter is particularly serious or complex, your complaint may be escalated to Stage Two for a formal investigation.
At Stage Two, a manager or senior member of the team who was not directly involved in the original issue will review your complaint in detail. This may include:
Reviewing your account, booking records, and correspondence
Speaking with staff members who were involved in the service provided
Inspecting storage records, vehicle logs, or operational notes
Assessing whether our procedures were followed correctly
We will aim to complete this investigation and provide a written response within ten working days from the date your complaint is escalated. If additional time is required, we will keep you updated and provide a clear timescale for the conclusion of our review.
Our Response and Possible Outcomes
When we respond to your complaint, we will:
Summarise your complaint and confirm our understanding of the issues
Explain the steps we have taken to investigate the matter
Set out our findings clearly and honestly
Confirm whether your complaint is upheld, partially upheld, or not upheld
Explain any actions we will take to put things right where appropriate
Possible outcomes may include an apology, clarification, corrective action, or changes to internal procedures. If a gesture of goodwill or other remedy is considered appropriate, this will be explained in our response.
Timescales for Raising a Complaint
We ask that you raise any concerns as soon as possible and normally within three months of the event you are complaining about. This helps ensure that records, staff memories, and any supporting evidence remain clear and accurate. We may still consider complaints raised after this period where there is a good reason for the delay, but our ability to investigate fully may be reduced.
Confidentiality and Data Protection
All complaints will be handled in confidence and in line with our data protection obligations. Information about your complaint will only be shared with staff who need it in order to investigate and respond. Details of complaints may be used anonymously for internal training, monitoring, and service improvement purposes.
Accessibility and Support
We want our complaints process to be accessible to all customers. If you have any particular communication needs, language requirements, or accessibility needs, please tell us when you raise your complaint so that we can make appropriate adjustments. This may include using alternative formats or allowing a representative to act on your behalf where you authorise this.
Continuous Improvement
Storage Gospel Oak uses complaints as an opportunity to learn and improve. We regularly review the types and frequency of complaints we receive, and we may update our policies, staff training, and operational procedures as a result. By sharing your experience, you help us to maintain and enhance the standard of our storage and removals services.
Review of this Procedure
This complaints procedure is reviewed periodically to ensure that it remains clear, fair, and effective. Any changes will apply to all future complaints and will be reflected in the latest version of this document. The version in force at the time you submit your complaint will be the one used to manage your case.
