Storage Enfield Highway Complaints Procedure
This Complaints Procedure sets out how Storage Enfield Highway manages and resolves complaints relating to our storage and removal-related services. Our aim is to deal with every concern fairly, consistently and as quickly as possible, while learning from feedback to improve our services.
Our commitment to you
We are committed to providing reliable storage and removal support services. If something goes wrong, we want to know about it so we can put things right. All complaints are treated seriously, handled with respect and used as an opportunity to review and improve what we do.
You will never be charged for raising a complaint. We will handle your information sensitively and in line with our data protection responsibilities.
What this procedure covers
This Complaints Procedure applies to any concern or dissatisfaction you have with Storage Enfield Highway in connection with:
Our storage facilities and related services.
Any removal or moving support services we provide or help to arrange.
Customer service, communication or administration relating to your booking or account.
Daily site operations, including access, security or handling of your stored items.
This procedure does not cover matters that are the responsibility of third parties that are not acting on our behalf, or issues already subject to legal proceedings, insurance claims or regulatory investigation.
What we mean by a complaint
A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service, actions or lack of actions by Storage Enfield Highway, our staff or representatives. You do not need to use the word complaint for this procedure to apply. If you are unhappy and want us to respond or resolve something, we will treat it as a complaint.
How to raise a complaint
You can raise a complaint using any of the following methods:
In person at our site during staffed opening hours.
By writing to us at our office address.
By using any contact form or written communication facility we provide.
When making a complaint, please include as much detail as you can, such as:
Your full name and how we can contact you.
Any relevant reference details, such as unit number or booking information.
A clear description of what went wrong and when it happened.
Names of any staff you dealt with, if known.
What outcome or resolution you are seeking.
This information helps us understand and investigate your complaint more quickly and thoroughly.
Stage one: Initial response
Where possible, we aim to resolve issues on the spot at the time they arise. If you raise a concern in person or by phone, the staff member you speak to will try to understand the issue and offer an immediate solution, where appropriate and within their authority.
If the issue cannot be resolved straight away, or if you prefer to set out your concerns in writing, your complaint will move into our formal process. We will acknowledge your complaint as soon as reasonably practicable. In this acknowledgement we will confirm that your complaint has been received and outline the next steps and indicative timeframes.
Stage two: Investigation and outcome
Once acknowledged, your complaint will be reviewed by a manager or senior member of staff who was not directly involved in the matter complained about, where possible. This helps to ensure fairness and objectivity.
The person handling your complaint may:
Review your account and relevant records, including any storage or removal documentation.
Speak with staff members or contractors involved in the events you have described.
Request further information or clarification from you if something is unclear.
Carry out any site checks, where appropriate.
Following the investigation, we will write to you with our findings and any decision or proposal to resolve your complaint. Where we find that something has gone wrong, we will explain what happened, apologise where appropriate and describe any corrective or preventative steps we will take. These could include rectifying an error, offering a practical solution, reviewing procedures or providing staff training.
Stage three: Escalation
If you are not satisfied with the outcome of the investigation at stage two, you may ask for your complaint to be reviewed at a higher level within Storage Enfield Highway. Your request for escalation should explain why you remain dissatisfied and what aspect of the previous response you believe to be incomplete, incorrect or unfair.
A more senior manager or designated person will then review:
The handling of your original complaint.
The evidence considered and the conclusions reached.
Any new information you have provided.
After this review, we will provide you with a final response, confirming whether we uphold, partly uphold or do not uphold your complaint, and the reasons for this decision.
Timeframes
We aim to acknowledge complaints promptly and to provide a full response within a reasonable timeframe, taking into account the complexity of the issues raised. Some matters relating to storage conditions, access records or removal arrangements may require additional checks. If we need more time, we will let you know, explain why and indicate when you can expect a further update or final response.
Confidentiality and data protection
Your complaint and any supporting information will be handled with appropriate confidentiality. Details will only be shared with those who need to know in order to investigate and respond. We will store complaint records securely and in line with our data protection obligations and retention policies.
Learning from complaints
Complaints help us improve our storage and removal-related services. We regularly review feedback and complaint outcomes to identify trends, training needs and opportunities to refine our processes, customer communication and site operations. Where appropriate, we will update policies, staff guidance or operational practices to reduce the likelihood of similar issues arising in future.
Accessibility and support
We want our Complaints Procedure to be accessible to all customers. If you require assistance in raising a complaint, or need us to communicate with you in a different way to meet your needs, please let us know. We will take reasonable steps to provide appropriate support so that you can explain your concerns and receive our response in a suitable format.
Status of this Complaints Procedure
This Complaints Procedure explains how Storage Enfield Highway manages and responds to complaints. It does not create contractual rights beyond those already set out in your agreement with us or in applicable law. We may update this procedure from time to time to reflect changes in our operations, legal requirements or best practice. The version in force at the time you raise your complaint will apply to the handling of that complaint.
