Storage Kings Cross Complaints Procedure
Storage Kings Cross is committed to providing a reliable and professional storage and removal service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, how we will respond, and the standards you can expect from us.
Our commitment to resolving complaints
We treat all complaints seriously, whether they relate to storage, removals, customer service, billing, or any aspect of our operations. Our aims are to respond promptly, investigate fairly, and reach a clear outcome. We will always try to resolve issues at the earliest possible stage and keep you informed throughout the process.
You will never be charged for making a complaint. Raising a complaint will not affect your ongoing storage agreement or any planned removal service with us.
What counts as a complaint
A complaint is any expression of dissatisfaction about our service that requires a response. This may include concerns about:
• The condition, access, or security of storage units
• Collection, transport, or delivery during removal services
• Conduct, attitude, or communication of our team members
• Delays, missed appointments, or scheduling issues
• Charges, invoices, or how payments have been handled
• How we have applied our terms and conditions
If you are unsure whether your concern is a complaint, you can still raise it using this procedure. If we cannot treat it as a complaint, we will explain why and advise on any other options available.
Stage 1: Informal resolution
In many cases, complaints can be resolved quickly by the team member you first dealt with, such as staff at the facility or the coordinator of your removal service. If you feel able to do so, please raise your concern with them directly as soon as possible.
At this stage we will:
• Listen carefully to your concerns
• Clarify any details we need to understand what happened
• Try to resolve the issue straight away, where possible
• Explain any immediate steps we can take to put things right
If we cannot resolve the matter immediately, we will explain what will happen next and when you can expect to hear back from us.
Stage 2: Formal complaint
If you are not satisfied with the response at Stage 1, or if the matter is more serious or complex, you can make a formal complaint. Please set out your complaint in writing so we have a clear record of your concerns.
To help us deal with your complaint efficiently, please provide:
• Your full name and any reference for your storage or removal booking
• A clear description of what happened and when
• Who was involved, if known
• Any steps already taken to try to resolve the issue
• What outcome you are seeking, if you have a preferred resolution
Once we receive your formal complaint, we will acknowledge it within a reasonable time. We will let you know that it is being investigated and who is responsible for handling it.
How we investigate complaints
Your complaint will be reviewed by an appropriate manager who was not directly responsible for the issue you are complaining about, wherever possible. The investigation process may include:
• Reviewing your storage or removal records and any related documentation
• Speaking to team members who were involved
• Checking schedules, logs, and any relevant internal notes
• Considering any evidence you have provided, such as photographs or written correspondence
We aim to complete investigations as quickly as we reasonably can while ensuring they are thorough and fair. If the matter is likely to take longer than usual, we will update you and explain the reason for the delay.
Our response and possible outcomes
When we have completed our investigation, we will provide a written response. This will usually include:
• A summary of your complaint
• The steps we took to investigate
• Our findings and any conclusions we have reached
• Any apology where appropriate
• Details of any corrective action or remedy we can offer
Possible outcomes will depend on the circumstances and may include an explanation, an apology, service improvements, or other appropriate steps. Where we are unable to meet your preferred outcome, we will explain the reasons clearly.
Stage 3: Escalation
If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed at a higher level within Storage Kings Cross. In your request for escalation, please explain why you are unhappy with the previous decision and what you would like us to reconsider.
A senior manager will review the handling of your complaint, the evidence considered, and the outcome reached at Stage 2. They may decide to uphold, vary, or overturn the original decision, or request further investigation if they believe more information is needed.
We will then provide you with a final written response setting out the results of this review.
Time limits for making a complaint
We encourage customers to raise concerns as soon as possible, especially where they relate to removal services or recent storage activity. This helps us to investigate while information is still fresh and records are readily available.
While there is no strict deadline in many cases, excessive delay in reporting a complaint may limit the options available for resolving it. If we consider that too much time has passed for a full investigation, we will explain this and discuss what we can still reasonably do.
Confidentiality and data protection
All complaints are handled in line with our obligations under data protection legislation. Information you provide will be used only for the purpose of investigating and resolving your complaint and for improving our service. Details will only be shared internally with those who need to know in order to deal with the matter.
Using complaints to improve our service
Complaints are an important source of feedback for us. Storage Kings Cross regularly reviews complaints to identify patterns, training needs, and opportunities to improve our storage and removal services. Where recurring issues are identified, we will consider changes to our processes, systems, or staff training to prevent similar problems arising in future.
By following this procedure, we aim to ensure that every complaint is handled fairly, consistently, and with respect, and that customers have a clear understanding of what to expect at each stage.
