Storage Millbank Complaints Procedure
This complaints procedure explains how Storage Millbank manages and resolves concerns about our storage and removal services. Our aim is to deal with every issue fairly, promptly and transparently, and to use all feedback to improve our services for future customers.
Our Commitment to You
Storage Millbank is committed to providing reliable storage and removal solutions, including secure handling, careful transport and clear communication. If something goes wrong, or if you feel that our service has not met your expectations, we encourage you to tell us so that we can put matters right where possible and prevent similar issues from occurring again.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our storage, removal, transport or customer service, whether it is made verbally or in writing, and whether it is made during or after the service. This may relate to, for example:
Service quality during collection, loading, transportation or delivery.
Condition, handling or security of goods in storage.
Staff conduct, communication or professionalism.
Charges, billing information or clarity of quotations.
Delays, missed appointments or changes to agreed arrangements.
You do not have to use the word “complaint” for us to treat your concern seriously and respond under this procedure.
How to Raise a Complaint
You may raise a complaint with Storage Millbank verbally or in writing. We recommend you set out full details in writing, so that we can understand your concerns clearly and respond accurately. When submitting a complaint, please include:
Your full name.
Any relevant reference or job number, if available.
Dates of the storage or removal services concerned.
A clear description of what went wrong and when it occurred.
Details of any loss or inconvenience suffered.
What outcome or resolution you are seeking, if you have something specific in mind.
Providing this information at the start will help us investigate more quickly and efficiently.
Stage One: Initial Review and Response
Once we receive your complaint, we will acknowledge it and start our initial review. At this stage, we will:
Record your complaint on our internal system.
Identify the person best placed to investigate, which may be the team leader or manager responsible for the part of the service you are unhappy with.
Gather relevant information, such as job notes, collection and delivery records, storage records and staff feedback.
We aim to provide you with an initial response within a reasonable period of time. This first response may be a full answer to your complaint or, if the matter is more complex, an update explaining what further investigation is needed and when you can expect a more detailed reply.
Stage Two: Detailed Investigation and Outcome
If your complaint cannot be resolved at Stage One, or if you remain dissatisfied with the initial response, your complaint will be escalated for a more detailed investigation. A senior member of the Storage Millbank team who was not directly involved in the original incident will usually oversee this stage.
During Stage Two, we will:
Review the information already gathered and any further evidence you provide.
Consider any relevant policies, terms and conditions and service commitments that apply to the storage or removal work carried out.
Speak with members of staff involved, where appropriate.
Assess whether our service met the standards we aim to provide and those set out in our contractual documentation.
We will then send you a written response setting out our findings, any actions we propose to take and the reasons for our decision. Where appropriate, this may include an apology, corrective action, practical assistance, or another form of redress in line with our obligations and policies.
Timescales
We aim to handle complaints about our storage and removal services as promptly as possible. Response times may vary depending on the complexity and nature of the issue, but our general approach is:
Provide an initial acknowledgement and confirmation that we are looking into the matter within a reasonable timeframe.
Issue a detailed response once investigations are complete, or provide interim updates if more time is required.
If we need further information from you to continue the investigation, we will contact you and explain what is required. Delays in receiving requested information may extend the overall time taken to resolve your complaint.
Fairness and Confidentiality
All complaints received by Storage Millbank are handled with fairness and respect. Your complaint will be assessed on its merits, and we will not treat you less favourably for having raised concerns about our storage or removal services.
We will keep information about your complaint confidential and will only share details internally with those who need to know in order to investigate and resolve the matter. Any personal data will be handled in line with our data protection responsibilities.
Using Feedback to Improve Our Services
We view complaints as an important source of feedback that helps us improve our storage facilities, removal processes, staff training and customer communication. Patterns or recurring issues identified through complaints are reviewed by management so that we can strengthen procedures, reduce the risk of similar problems and maintain dependable services for all customers.
Alternative Steps
If, after we have completed this complaints procedure, you remain dissatisfied with our final response, you may wish to seek independent advice regarding your options. This could include taking advice on your consumer rights or exploring external dispute resolution channels where available. Storage Millbank will always aim to co-operate constructively with any legitimate review process relating to our storage or removal services.
Updates to This Procedure
Storage Millbank may review and update this complaints procedure from time to time to reflect changes in our business operations, legal requirements or best practice in the storage and removals sector. The version in force at the time you raise your complaint will apply to the handling of your case.
