Storage Temple Complaints Procedure
Storage Temple is committed to providing reliable storage and removal services and to handling any concerns or complaints in a fair, transparent and timely way. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Scope of this Complaints Procedure
This procedure applies to customers using Storage Temple for storage, removals, packing, collection, delivery, or related services. It covers issues such as service quality, timelines, communication, handling of goods, invoicing and charges, and general customer service. It does not cover matters that are already the subject of formal legal proceedings or insurance claims, although we may use the information you provide to support those processes.
Our Complaints Principles
We aim to make our complaints process clear, accessible and fair. Storage Temple will treat every complaint seriously, keep information confidential where appropriate, seek to resolve matters as quickly as possible, and use feedback to improve our storage and removal services. We will always try to put things right when we have made a mistake.
Informal Resolution in the First Instance
Many concerns can be resolved quickly and informally. If you experience a problem, please raise it with a member of the Storage Temple team as soon as possible, preferably at the time the issue arises or shortly afterwards. For example, if you notice a concern during a removal, delivery, or while accessing your storage unit, speaking to the onsite team or your usual contact may allow us to correct the issue immediately.
When raising a concern informally, please provide your full name, details of the service you are using, and a clear description of the issue. Our team will work with you to understand what has happened and explore possible solutions. If you are not satisfied with the outcome of this informal step, or if you feel the matter is serious or complex, you can make a formal complaint under the process below.
Making a Formal Complaint
If your issue cannot be resolved informally, you can submit a formal complaint to Storage Temple. To help us investigate effectively, your complaint should include your name and contact details, your customer or booking reference if available, a clear description of what has gone wrong, when and where it happened, and what outcome you are seeking.
It is helpful if you raise your complaint as soon as reasonably possible after the issue arises, especially where it relates to a specific removal date, storage period, or handling of items. The more detailed and accurate the information you provide, the easier it is for us to understand the situation and respond appropriately.
Acknowledgement of Your Complaint
Once Storage Temple receives your formal complaint, we will record it in our complaints log and allocate it to an appropriate team member or manager. We will send you an acknowledgement confirming that we have received your complaint and that it is being reviewed. In this acknowledgement, we will outline the next steps and provide an indicative timescale for our investigation and response.
How We Investigate Complaints
Our investigation will be proportionate to the complexity and seriousness of the issue you have raised. We may review booking records and service notes, speak to team members involved in your storage or removal service, inspect relevant documentation, and, where appropriate, review any photos or other evidence you have provided.
We may contact you to clarify points in your complaint or to request additional information. This helps us ensure that we fully understand your concerns and any impact on you. Storage Temple aims to conduct investigations objectively and without bias, considering both your account of events and the records we hold.
Our Response and Possible Outcomes
When we have completed our investigation, we will provide you with a written response. This response will summarise your complaint, explain the steps we have taken to investigate, outline our findings, and set out our decision. If we find that something has gone wrong, we will consider suitable remedies, which may include an apology, corrective action to address the problem, service improvements, or, where appropriate, consideration of financial adjustments in line with our terms and conditions.
If we conclude that we have acted reasonably and in line with our obligations, we will explain how we reached that conclusion and provide any relevant information that supports our position.
Timeframes for Handling Complaints
Storage Temple aims to acknowledge all formal complaints within a reasonable period and to provide a full response as soon as practicable. The exact timeframe will depend on the nature and complexity of the complaint. If our investigation is likely to take longer than initially indicated, we will keep you updated and let you know when you can expect a final response.
Escalating Your Complaint
If you are unhappy with the outcome of your complaint or the way it has been handled, you may request that it is reviewed at a higher level within Storage Temple. When seeking an escalation, please explain why you remain dissatisfied and what you would like us to consider further. A more senior member of the team will review the original complaint, the investigation carried out, and the response provided, and will then decide whether any further action is appropriate.
Use of Feedback and Continuous Improvement
All complaints and significant concerns are monitored by Storage Temple so that we can identify patterns, recurring issues, and areas for improvement in our storage and removal services. We use this information to train our staff, refine our procedures, and improve the overall customer experience. Your feedback, whether positive or negative, plays an important role in helping us maintain and enhance the quality of our service.
Confidentiality and Data Protection
Storage Temple will handle any personal information you provide in connection with a complaint in line with applicable data protection requirements. We will only share details of your complaint with team members who need to see them in order to investigate and resolve the matter. Information arising from complaints may be used in an anonymised form for monitoring and training purposes.
Review of this Complaints Procedure
Storage Temple keeps this Complaints Procedure under regular review to ensure that it remains clear, effective, and aligned with good practice for storage and removal service providers. Updates may be made from time to time, and any substantive changes will apply to new complaints raised after the updated procedure takes effect.
