Storage Canary Wharf Complaints Procedure
Storage Canary Wharf is committed to providing reliable storage and removal services and to handling any complaints promptly, fairly and transparently. This Complaints Procedure explains how you can raise a concern, how we will respond, and what steps are available if you remain dissatisfied.
Scope of this Complaints Procedure
This procedure covers complaints relating to our storage facilities, removal and transportation services, customer service, billing, handling of goods, and any other aspect of the services we provide to domestic or business customers.
It does not cover matters that must be dealt with under separate legal or regulatory processes, such as claims relating to personal injury, criminal activity or disputes that have already been determined by a court or alternative dispute resolution body.
Our Complaints Principles
We aim to deal with all complaints based on the following principles:
Fairness: Your complaint will be considered impartially and on its merits, taking into account all available evidence.
Respect: You will be treated with courtesy, and we expect the same from you and any representative acting on your behalf.
Confidentiality: Information you provide will be handled sensitively and only shared with those who need it to investigate and resolve the issue.
Timeliness: We will aim to resolve complaints as quickly as reasonably possible, keeping you informed of progress.
Learning and improvement: Where a complaint reveals that our procedures or services can be improved, we will seek to implement appropriate changes.
How to Make a Complaint
You can raise a complaint about storage, removals or any related service in writing or verbally. To help us investigate efficiently, please provide the following information:
Your full name and, where relevant, the name of your business.
Details of the service you used, such as storage unit reference, removal booking or contract details.
A clear description of your concern, including relevant dates, locations, and names of any staff members you dealt with, where known.
Any supporting information that may help us understand what happened, such as booking confirmations, inventories, photographs or invoices.
What you would consider a fair resolution, where you are able to specify this.
We encourage you to raise concerns as soon as possible so that we can address them while events are still recent and records are readily available.
Stage One: Frontline Resolution
In many cases, complaints about our storage or removal services can be resolved quickly by the member of staff you first dealt with or their immediate supervisor. This is called frontline resolution.
At this stage we will:
Listen to your concern and seek to understand the issue fully.
Clarify any points that are not clear and, where necessary, ask for additional information.
Try to resolve the matter immediately or within a short period of time, where this is possible.
Explain any relevant policies or terms and conditions that affect the outcome.
If you are satisfied with the explanation or action taken, the complaint will be closed at this stage. If we cannot resolve your complaint informally, or if you are not satisfied with the response, you may request that it is escalated to the formal stage.
Stage Two: Formal Investigation
Where a complaint cannot be resolved at frontline level, it will be handled as a formal complaint. A manager or designated complaints handler will be responsible for the investigation.
During the formal investigation we will:
Acknowledge your complaint and confirm that it is being investigated.
Review all relevant information, including internal records, inventory reports, removal schedules and any correspondence you have provided.
Speak with staff members involved in providing your storage or removal service, where appropriate.
Assess whether our service met our contractual obligations and internal standards.
We will aim to provide a written outcome, setting out our findings and any proposed resolution. If we need more time to investigate, we will let you know, explain the reason for the delay and indicate when you can expect a final response.
Possible Outcomes and Remedies
Once our investigation is complete, we may:
Provide an explanation or clarification where there has been a misunderstanding.
Offer an apology where we consider that our service has fallen below the standard you are entitled to expect.
Take corrective action, which may include service adjustments, staff training or operational changes designed to prevent a recurrence.
Where appropriate and in line with our terms and conditions, consider financial remedies or other forms of redress. Any such remedies will depend on the specific circumstances of your complaint, the evidence available and the contractual provisions that apply to your storage or removal booking.
Escalation if You Remain Dissatisfied
If you remain unhappy after receiving our formal response, you may request a further review. At this stage the complaint will be considered by a senior manager not previously involved in the matter, where possible.
The senior review will focus on whether the complaint was handled fairly, whether the evidence was properly assessed and whether the outcome was reasonable in light of our obligations and service standards.
After this review we will issue a final response. This will conclude our internal complaints procedure.
Your Responsibilities During the Complaints Process
To help us handle your complaint efficiently, we ask that you:
Provide information that is accurate, complete and not misleading.
Respond to reasonable requests for clarification or further details.
Treat our staff with courtesy and allow us sufficient time to investigate your complaint properly.
Retain relevant documentation such as removal quotes, inventories, checklists, storage agreements and invoices, as these can be important for resolving your concerns.
Data Protection and Confidentiality
Information provided in connection with a complaint will be handled in accordance with applicable data protection laws. We will only use your personal information for the purpose of investigating and resolving your complaint, improving our services, or meeting our legal obligations.
Your complaint may be discussed internally among relevant managers and staff, but it will not be shared with third parties except where we are required or permitted to do so by law or where it is necessary for the proper handling of the complaint, such as involving insurers in relation to claims connected with removal or storage services.
Monitoring and Service Improvement
Storage Canary Wharf reviews complaints on a regular basis to identify patterns, recurring issues and opportunities for improvement. Feedback from storage and removal customers is used to refine our staff training, update procedures and strengthen our overall service delivery.
By following this Complaints Procedure, we aim to resolve individual concerns fairly and to support continuous improvement in the way we manage and protect your belongings.
