Storage Longford Complaints Procedure
Storage Longford is committed to providing reliable storage and removal services, delivered with professionalism and care. We recognise that, on occasion, things may go wrong or fall short of expectations. When this happens, we want to know about it so that we can put matters right, learn from the experience, and improve our services for the future.
This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us throughout the process.
1. Purpose and Scope of This Complaints Procedure
This procedure applies to all customers who use our storage or removal services, including short-term and long-term storage, packing, collection, transit, and delivery. It covers complaints about service quality, communication, handling of goods, billing or invoicing concerns, and any other aspect of our customer service.
This procedure does not cover employment-related grievances or disputes between third parties that do not directly involve Storage Longford.
2. Our Commitment to You
When you make a complaint, we will treat you fairly, courteously, and with respect. We will handle your concerns promptly and investigate them thoroughly. We will keep your information confidential and only share it with team members who need to be involved in resolving the issue. We will explain our findings clearly and honestly and take appropriate action where we have made a mistake.
3. Informal Resolution in the First Instance
Many issues can be resolved quickly and informally. If something goes wrong during your storage or removal service, we encourage you to raise the matter as soon as possible with the member of staff you have been dealing with, such as your move coordinator or the team on site.
We will do our best to resolve your concern immediately, for example by clarifying information, correcting an error, or arranging a practical solution. If you are satisfied with the outcome at this stage, the issue will usually be considered resolved.
4. How to Make a Formal Complaint
If your concern cannot be resolved informally, or you prefer to make a formal complaint from the outset, you may do so in writing. Written complaints help us understand the situation clearly and keep an accurate record of the matter.
When making a formal complaint, please provide the following information so that we can investigate effectively:
The name under which your storage or removal booking was made
Your service type, for example household storage, commercial storage, domestic move, or office relocation
Relevant dates, such as collection, storage start date, delivery, or the date of the incident
A clear description of what went wrong and how it has affected you
Any specific items or property involved, including reference numbers where applicable
Any steps already taken to resolve the issue and the outcome
What you would consider a fair resolution
We encourage you to submit your complaint as soon as possible after the issue arises so that we can investigate while details are still fresh and relevant records are readily available.
5. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will send you an acknowledgement to confirm that it is being reviewed. We will aim to acknowledge your complaint within a reasonable time frame. The acknowledgement will confirm that we have received your concerns and outline the next steps in the process.
6. Investigation Process
Your complaint will be reviewed by an appropriate member of our management team who is not directly implicated in the matter you have raised. The investigation may include:
Reviewing your booking details, service notes, and any related documentation
Speaking with staff members involved in your storage or removal service
Inspecting any relevant records such as packing inventories, condition reports, or delivery documents
Assessing any photographs, written correspondence, or other evidence you have supplied
We will approach the investigation with an open mind, seeking to establish what happened and whether our standards, policies, or procedures were followed correctly.
7. Response Times and Keeping You Informed
We aim to provide a full response to your complaint within a reasonable period, taking into account the complexity of the issue and the availability of information. If we need more time to investigate, we will let you know and give you an indication of when you can expect a further update.
During the investigation we may contact you to request additional information or clarification. This helps ensure that our understanding of the situation is accurate and that any solution proposed is appropriate to your circumstances.
8. Outcome of Your Complaint
When our investigation is complete, we will write to you with our findings and explain the outcome in clear terms. Depending on the nature of your complaint, the outcome may include:
An explanation of what took place and why
An apology where we have fallen short of our standards
Correction of errors or incomplete information
Practical steps to put things right, where possible
Information on changes to our procedures or staff training to prevent similar issues in future
Where your complaint cannot be upheld, we will explain the reasons for our decision and the evidence we have relied on.
9. If You Remain Dissatisfied
If you are not satisfied with our response, you may ask for your complaint to be reviewed at a higher level within Storage Longford. A senior manager will carry out a further review of the complaint, the investigation carried out, and the decision that was made.
Following this review, we will provide you with a final response, setting out any further findings and confirming our final position.
10. Learning and Service Improvement
All complaints are logged and monitored so that we can identify patterns, recurring issues, or areas where our storage and removal services may be improved. We use this information to refine our procedures, develop staff training, and enhance our overall customer experience.
By following this complaints procedure, Storage Longford aims to handle all concerns in a fair, transparent, and timely manner, while continually improving the service we provide to our customers.
