Complaints Procedure for Storage Locksbottom Customers
Storage Locksbottom is committed to delivering a professional, reliable and courteous removals and storage service. We recognise that occasionally things may go wrong, and when that happens we want to know about it. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Purpose and Scope of This Procedure
This procedure applies to all customers who use our storage and removal services, including home moves, business moves, packing, loading, transport, and ongoing storage. It covers any expression of dissatisfaction about our services, staff conduct, communication, or administration, whether justified or not.
We handle all complaints seriously and treat them as an opportunity to put things right and improve our services. You will not be treated unfairly or disadvantaged in any way for raising a complaint in good faith.
What We Class as a Complaint
A complaint is any issue raised by a customer where they feel that Storage Locksbottom has:
Failed to provide a service to the agreed standard, including removals, storage or packing services.
Caused damage, loss or delay to their goods during transport or storage.
Provided unclear, inaccurate or incomplete information about our services, pricing or terms.
Behaved in a way that is unprofessional, discourteous or not in line with our values.
Failed to follow our own published procedures or reasonable industry practices.
Concerns raised as a query, request or suggestion that can be resolved immediately may not be treated as a formal complaint, but will still be recorded where appropriate so we can monitor patterns and improve our operations.
How to Raise a Complaint
You can make a complaint in writing or verbally. We encourage customers to provide their complaint in writing wherever possible, as this helps us understand the issues clearly and respond thoroughly. When submitting your complaint, please include:
Your full name and any relevant reference or job number.
The date or approximate dates of the move or storage period.
A clear description of what happened and why you are dissatisfied.
Any relevant supporting information, such as inventory lists, photographs or correspondence.
Details of what outcome or resolution you are seeking, if you have something specific in mind.
Stage One: Initial Resolution
In the first instance, we encourage you to raise the matter with the person you have been dealing with at Storage Locksbottom, such as the move coordinator or site representative. Many issues can be resolved quickly at this stage through discussion and clarification.
Where an issue is raised during a removal or delivery, please highlight it to the team leader on site as soon as possible so that they have an opportunity to address it immediately where practical and safe to do so.
Stage Two: Formal Complaint
If your concern is not resolved to your satisfaction at the initial stage, or if you prefer to raise the matter formally from the outset, you can submit a formal complaint. Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable timeframe.
Log your complaint in our internal complaints register for monitoring and review.
Assign a member of our management team to review and investigate the matter.
Where necessary, contact you to clarify any details or request further information.
We aim to complete our investigation and provide a full response as promptly as possible. If, for any reason, more time is required, we will let you know and explain why.
How We Investigate Complaints
Our investigation will be proportionate to the nature and complexity of the complaint. Depending on the case, this may include:
Reviewing booking records, contracts, inventories and condition reports.
Examining schedules, collection and delivery notes and other operational records.
Discussing the events with the move team, drivers or storage staff involved.
Reviewing any risk assessments or incident reports relating to the move or storage.
Considering photographs, video evidence or written correspondence supplied by you or our staff.
We will approach every complaint with an open mind and seek to understand both your perspective and the factual background, with the aim of reaching a fair and balanced outcome.
Our Response and Possible Outcomes
At the end of our investigation, we will provide you with a clear written response that sets out:
Our understanding of your complaint and the issues raised.
The steps we have taken to investigate.
Our findings and our decision regarding your complaint.
Any actions we will take to put things right, where appropriate.
Where we uphold your complaint in whole or in part, we will consider a range of possible remedies. These may include an apology, corrective action in relation to services, a goodwill gesture, or consideration in line with any applicable terms, conditions or insurance arrangements that apply to your move or storage.
Damage, Loss and Insurance-Related Complaints
Where your complaint relates to damage or loss of items during removal or while in storage, we may also need to review the insurance or liability arrangements that applied to your booking. We will explain what cover was in place and how it applies to your circumstances. You may be asked to provide itemised details, evidence of value or photographs to support an insurance or liability claim.
Ongoing Communication
We aim to keep you informed throughout the complaints process. If there is any significant development, delay or need for additional information, we will contact you. You are welcome to contact us during the process to ask for an update or to provide further details that may assist the investigation.
Learning From Complaints
Every complaint is reviewed not only for resolving the individual issue but also for identifying any wider lessons. Storage Locksbottom may update procedures, provide additional staff training or adjust service standards where complaints highlight areas for improvement, particularly in our removals and storage operations.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information will only be shared internally with those who need it to investigate and respond. We will handle your personal data in line with our data protection responsibilities and our separate privacy information.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair and effective for our customers using removal and storage services. We may update the procedure as required and will apply the version in force at the time your complaint is raised.
