Storage Castelnau Complaints Procedure
Storage Castelnau is committed to providing a reliable, professional and courteous service for all storage and removal customers. We recognise that, on occasion, things can go wrong. When this happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will deal with your complaint, and what you can expect from us at each stage.
Purpose and Scope of This Procedure
This complaints procedure applies to all services provided by Storage Castelnau, including storage, collection, delivery and removal services. It is designed to ensure that all complaints are handled fairly, consistently and within reasonable timeframes.
A complaint is any expression of dissatisfaction about our services, staff, contractors, processes, or communication, where a response or resolution is expected. We treat all complaints seriously, regardless of how they are raised.
How to Raise a Complaint
We encourage customers to raise any concerns as soon as possible, ideally while the service is still in progress or shortly afterwards. Early communication helps us resolve issues more quickly and effectively.
You can make a complaint in writing or verbally. Please provide as much detail as you can, including:
• Your full name and, if relevant, the name of your business
• Any reference number relating to your booking or storage unit
• The date and location of the service you are complaining about
• A clear description of what went wrong
• Details of any staff members or contractors involved, if known
• Any supporting information, such as photographs or inventory notes
• What outcome or resolution you are seeking
If you make a complaint verbally, we may ask you to confirm the details in writing so that we have an accurate record.
Our Complaints Handling Stages
We operate a structured process to ensure that every complaint is handled carefully and transparently. The stages below apply to most complaints, although complex matters may require some flexibility in timescales.
Stage 1: Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within a reasonable period. The acknowledgement will confirm that we have received your complaint and outline the next steps. Where necessary, we may contact you to clarify details or request further information.
Stage 2: Investigation
Your complaint will be assigned to an appropriate member of the management team who has not been directly involved in the matter, where possible. The person investigating your complaint may take the following steps:
• Reviewing your account, booking records and storage agreements
• Checking correspondence, inventory records and relevant documentation
• Speaking with staff members, drivers or contractors involved
• Inspecting any affected goods or storage units, where appropriate
We will aim to complete our investigation within a reasonable time. If we require longer due to the complexity of the issue, we will let you know and provide an updated timeframe.
Stage 3: Response and Outcome
At the conclusion of our investigation, we will provide you with a clear response. This will normally include:
• A summary of your complaint and the issues we have considered
• An explanation of our findings and any relevant evidence
• Our decision on whether the complaint is upheld in full, in part, or not upheld
• Details of any proposed remedy, corrective action or goodwill gesture
Where your complaint is upheld, we will take appropriate steps to put things right where it is reasonable and practical to do so. This may include rectifying an error, improving our processes, providing staff training, or offering another form of resolution in line with our contractual obligations and policies.
Escalating Your Complaint
If you are not satisfied with the outcome at Stage 3, you may request that your complaint is escalated for a further review. When asking for escalation, please explain why you are unhappy with our response and what you would like us to reconsider.
An escalation review will normally be conducted by a more senior member of staff who was not involved in the original investigation. They will re-examine the complaint, the evidence and the Stage 3 decision. Following the review, we will provide a final response, explaining whether our original decision is being upheld or amended, and why.
Time Limits for Making a Complaint
To help us investigate effectively, we ask that complaints are raised as soon as possible and, in any event, within a reasonable time of the issue arising or being discovered. Complaints raised a long time after an event may be more difficult to investigate, particularly if records are no longer available or if staff involved are no longer with the company. In such cases, we will still review your concerns but may be limited in the level of investigation we can carry out.
Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with applicable data protection laws. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We retain records of complaints in line with our internal retention policies and legal obligations.
Our Commitment to Continuous Improvement
Storage Castelnau uses complaint information to improve the quality, safety and reliability of our storage and removal services. We regularly review complaint trends to identify recurring issues, update our procedures, and provide additional training or guidance to our team where necessary. We value all feedback, including complaints, as an important part of maintaining high standards and delivering better experiences for our customers.
Alternative Dispute Resolution
Where appropriate and available, we may consider referring unresolved disputes to an independent alternative dispute resolution service or trade association scheme. This will depend on the nature of the complaint and the services provided. We will let you know if any such option is available in your case and how it would operate.
Using This Procedure
This complaints procedure is designed to be clear and accessible to all customers using our storage and removal services. If you have any difficulty understanding this document or require it in a different format, please let us know and we will do our best to assist. By raising concerns through this procedure, you help us maintain and improve the standards of service that Storage Castelnau aims to deliver.
