Storage Woodside Complaints Procedure
Storage Woodside is committed to providing reliable storage and removal services and to resolving any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise a complaint, how we will respond, and what options are available if you remain dissatisfied.
Scope of this Complaints Procedure
This procedure applies to all customers who use Storage Woodside for storage, removals, packing, or related services. It covers issues such as service quality, handling of goods, staff conduct, billing concerns, communication, and any other aspect of your experience with us.
This procedure does not limit your legal rights or any rights you may have under relevant consumer protection laws.
Our Commitment to You
When you raise a complaint, Storage Woodside will:
Actively listen to your concerns and treat you with respect and courtesy at all times.
Take your complaint seriously and aim to resolve it at the earliest possible stage.
Carry out a fair and impartial investigation of the issues raised.
Communicate with you clearly, using plain language and avoiding unnecessary jargon.
Use the outcome of complaints to review and, where needed, improve our storage and removal services.
How to Make a Complaint
You can make a complaint verbally or in writing. We encourage you to raise your concern as soon as possible after the issue occurs so that we can address it promptly.
To help us investigate effectively, please provide:
Your full name and, if applicable, your company name.
Details of the service you received, such as storage unit reference or removal booking details.
A clear description of what went wrong and when it happened.
Any relevant supporting information that may help us understand the issue.
Details of how you would like us to put things right, where possible.
Initial Resolution
In many cases, issues can be resolved quickly by speaking directly with the member of staff you have been dealing with, or the on-site supervisor. We encourage you to contact us at this stage so that we can attempt to resolve your concern informally.
If your concern cannot be resolved informally, you can ask for it to be treated as a formal complaint under this procedure.
Formal Complaint Acknowledgement
Once your complaint is received as a formal complaint, Storage Woodside will acknowledge it within a reasonable timeframe. In the acknowledgement, we will:
Confirm that we have received your complaint.
Provide a reference for your complaint for future correspondence.
Explain the next steps and an indicative timeframe for our investigation and response.
Investigation Process
A senior member of staff, who was not directly responsible for the issue complained about where practicable, will review your complaint. The investigation may include:
Reviewing your account information, booking details, contracts or service notes.
Speaking with employees or contractors involved in the storage or removal service.
Inspecting any relevant documentation or internal records.
Assessing whether service standards and company policies were followed.
Where necessary, we may contact you to request further information or clarification. This helps to ensure that we fully understand your experience and the outcome you are seeking.
Our Response to Your Complaint
Once the investigation is complete, we will provide you with a written response. Our response will:
Summarise the complaint and the key points you raised.
Explain what investigation has been carried out.
Set out our findings in clear terms.
Confirm whether your complaint is upheld in full, upheld in part, or not upheld.
Explain any corrective actions or remedies we propose, which may include service improvements, an apology, or other appropriate redress, where applicable.
We aim to provide a full response within a reasonable period. If there is likely to be a delay, we will let you know and explain the reason, together with an updated timeframe.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your complaint, you can ask for a review of the decision. A different senior staff member will review the handling of your complaint and the conclusions reached, where this is reasonably possible.
In your request for review, please explain why you are unhappy with the original outcome and what you believe would be a fair resolution.
Following this review, we will provide you with a final written response outlining our position.
Using External Advice or Alternative Dispute Resolution
You may choose to seek independent advice at any stage of the complaints process. Depending on the nature of your complaint and the services provided, you may also have access to external dispute resolution or consumer advice bodies.
This complaints procedure does not affect your right to pursue legal remedies or to raise issues with relevant consumer protection organisations where applicable.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint, and for monitoring and improving our services.
Continuous Improvement
Storage Woodside values all feedback, including complaints, as an important source of information about how we can improve our storage, removals, and associated services. We regularly review complaints data to identify patterns, address recurring issues, and enhance our processes, staff training, and customer communication.
By following this complaints procedure, we aim to ensure that any problems are dealt with fairly and consistently, and that your experience with Storage Woodside leads to an outcome that is as positive as possible.
