Storage Fortis Green Complaints Procedure
This Complaints Procedure explains how Storage Fortis Green handles concerns and complaints about our services, including storage, removals, packing, and related activities. We aim to resolve issues quickly, fairly, and transparently, and to use feedback to improve our services for all customers.
Our Commitment To You
We are committed to providing a reliable and professional service for customers using our storage and removal solutions. If something goes wrong, we want to know about it so we can put matters right and prevent similar issues in future. All complaints are taken seriously and handled with respect, confidentiality, and without discrimination.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services where you would like a response or resolution. This may include, for example:
Issues with collection, packing, loading or delivery as part of a removal service.
Concerns about how your belongings have been stored or handled.
Disputes regarding charges, invoices, estimates or payment terms.
Concerns about staff conduct, behaviour or communication.
Any situation where you feel we have not met the standards or terms we agreed.
We encourage you to raise any concern as early as possible, so we can address it promptly.
Informal Resolution
Where possible, we aim to resolve concerns informally and quickly. If you experience a problem during a removal, storage move-in or move-out, or any related service, please speak to a member of our team at the time. Often, issues can be resolved on the spot, for example by clarifying an instruction, adjusting a schedule, or correcting a simple mistake.
If you are not satisfied with the response you receive informally, or if you prefer not to discuss the matter at the time, you may use the formal procedure set out below.
How To Make A Formal Complaint
If your concern cannot be resolved informally, you can make a formal complaint. Please provide as much detail as you can, including:
Your full name and any relevant reference, such as your booking or contract number.
The date and location of the service, such as a removal or storage move.
A clear description of what happened and what you are unhappy about.
The names or roles of any staff involved, if known.
Details of any loss, damage or inconvenience you believe you have suffered.
What outcome you are seeking, for example an explanation, correction, or compensation.
You may submit your complaint in writing or verbally. If your complaint is made verbally, we may ask you to confirm key details in writing so we can keep an accurate record.
Timescales For Making A Complaint
You should raise your complaint as soon as reasonably possible after the issue arises. For removals and storage services, complaints about loss or damage should normally be raised as soon as you become aware of the problem, so that we can investigate effectively. Delays in notifying us may affect what we are able to do and any rights you may have under our terms and conditions or relevant insurance cover.
How We Will Handle Your Complaint
When we receive your formal complaint, we will follow these steps.
1. Acknowledgement. We will acknowledge your complaint and confirm that it is being investigated. Where possible, we will also provide the name or role of the person responsible for handling it.
2. Investigation. We will review your account of events, check our records, speak with relevant staff, and gather any other information needed. For removal and storage related complaints, this may include examining inventory lists, photographs, delivery notes, and schedules.
3. Response. Once our investigation is complete, we will send you a written response. We will explain our findings, any steps we have taken or propose to take, and the reasons for our decision.
4. Resolution. If we uphold your complaint in full or in part, we will set out the remedies we can offer. Depending on the circumstances, this may include an apology, an explanation, corrective action, service improvements, or other appropriate remedies in line with our terms and conditions.
Our Target Timescales
We aim to resolve most complaints as quickly as possible. Simple issues may be resolved within a few working days. More complex matters, particularly those involving detailed investigation of a removal, storage period or potential loss or damage, may take longer.
If we cannot provide a full response within a reasonable period, we will let you know. We will explain what still needs to be done and give an indication of when you can expect a final response.
Escalating Your Complaint
If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Storage Fortis Green. When requesting an escalation, please explain why you are dissatisfied with the outcome so far and what you would like us to reconsider.
A more senior member of our team will review your complaint, our investigation and our decision. They may contact you for further information or clarification. Once this review is complete, you will receive a final response from us.
Complaints Related To Loss Or Damage
If your complaint involves alleged loss or damage to items during storage, handling, or a removal service, the investigation may require additional evidence. To support your complaint, please provide:
A description of the items affected and their approximate value.
Photographs of any damage, where available.
Any relevant paperwork, such as inventory lists or delivery notes.
Information about when and how the problem was discovered.
Any potential remedies, including compensation, will be considered in line with our terms and conditions and any applicable insurance arrangements. Certain exclusions, limitations and time limits may apply.
Confidentiality And Data Protection
All complaints are handled in confidence. Information is only shared with those who need it in order to investigate and resolve the complaint. We handle all personal data in line with applicable data protection requirements and our privacy practices.
Using Feedback To Improve Our Services
We review complaints and feedback regularly to identify patterns, training needs and opportunities to improve our storage and removal services. By telling us when things go wrong, you help us to enhance our standards and prevent problems for future customers.
Updates To This Complaints Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice in the removals and storage sector. The most recent version will always apply to current and future complaints.
