Storage Seven Kings Complaints Procedure
This complaints procedure explains how Storage Seven Kings manages concerns and complaints from customers using our storage and removals-related services. We are committed to dealing with complaints fairly, consistently and as quickly as reasonably possible, while learning from feedback to improve our service.
Our commitment to you
Storage Seven Kings aims to provide reliable storage solutions and a smooth experience for customers using removal and transport services in connection with our facilities. If something goes wrong, or if you feel we have not met our agreed standards, we want to know. All complaints will be treated seriously, with respect, and without discrimination. Raising a complaint will not affect your right to use our services in the future.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, staff, procedures, or how we have carried out or failed to carry out our obligations. This can include, for example:
Concerns about how your storage agreement or removal-related services linked to our facility have been handled. Issues regarding customer service, communication, or administration of your account. Dissatisfaction with the condition of storage areas provided to you. Disputes about charges, invoicing or how payments have been processed. Concerns over how we have managed an earlier query or request.
We encourage you to raise any concerns at the earliest opportunity so that they can be addressed promptly and informally where possible.
Stage one: Informal resolution
For many issues, the quickest way to resolve a problem is to speak directly with a member of the team at the facility you use. You can explain what has happened, how it has affected you, and what you would like us to do to put things right.
We will aim to resolve straightforward matters immediately or within a short timeframe. The member of staff dealing with you will listen carefully, clarify any points, and attempt to agree a practical solution with you. Where your concern relates to removal arrangements or third-party carriers associated with our storage services, we will explain clearly which aspects fall within our responsibility and which may need to be taken up with another provider.
If you are not satisfied with the outcome of this informal stage, or if the issue is more serious or complex, you may proceed to make a formal complaint.
Stage two: Formal complaint
To raise a formal complaint, please set out in writing:
Your full name and any relevant customer or unit reference. A clear description of what has gone wrong. When the issue occurred and which site or service it relates to. Details of any staff you have already spoken to. What outcome you are seeking or what you would consider a fair resolution.
Written complaints help us to understand the matter thoroughly and ensure there is a clear record of your concerns. If you have difficulty setting out your complaint in writing, please contact our team at the facility so that we can discuss reasonable assistance.
Acknowledging your complaint
Once we receive your formal complaint, we will send you an acknowledgment within a reasonable period of time. This acknowledgment will confirm that your complaint has been received and will explain the next steps in the process. We may contact you to ask for further information or clarification if needed to carry out a proper review.
How we investigate complaints
Your complaint will be handled by a suitable member of our management team who was not directly involved in the matter wherever possible. The investigation may include:
Reviewing your storage agreement and any removal-related instructions held on file. Checking our records, communications and internal notes. Speaking with staff members involved in your booking, account or site access. Considering any relevant policies, safety requirements and industry practices.
We will treat all information you provide sensitively and use it only for the purpose of investigating and resolving your complaint, except where the law requires otherwise.
Timeframes for response
We aim to provide you with a full written response within a reasonable and proportionate timeframe, taking into account the complexity of the issues raised. If we are unable to respond fully within our usual target period, we will let you know and provide an updated timescale. In some cases, for example where third-party removal firms or insurers are involved, it may take longer to gather all relevant information.
Our decision and possible outcomes
When our investigation is complete, we will write to you explaining:
What we have understood your complaint to be. The steps we have taken to investigate it. Our decision and the reasons for that decision. Any actions we propose to take to put matters right or to prevent a similar issue arising again.
Possible outcomes may include an explanation or apology, a corrective action, service improvement, or a goodwill gesture, where appropriate. Any remedies will be considered on a case-by-case basis in line with our policies and contractual obligations.
Escalation if you remain dissatisfied
If you are not satisfied with our final response, you may ask for your complaint to be reviewed at a higher level within Storage Seven Kings. We will consider whether any further internal review is appropriate, for example by a more senior manager who has not previously been involved.
Where relevant, we will explain if there are any external routes of redress that may be available to you, such as seeking independent advice. Any such steps will depend on the nature of your complaint, your contract with us, and applicable law or regulatory arrangements.
Complaints involving third parties
Some customers use removal companies, transport providers or other third parties in connection with our storage services. In these situations, responsibilities may be shared between us and the other provider. We will always make clear which aspects of your concern relate to our services and which you may need to pursue directly with the third party. Where we can reasonably assist by providing information about our involvement, we will do so.
Learning from complaints
Complaints are an important source of feedback. We regularly review themes and trends arising from complaints and concerns about our storage facilities and associated services. This helps us identify areas where procedures, training or communication can be improved, with the aim of reducing the likelihood of similar issues occurring again.
Confidentiality and data protection
All complaints are handled in line with our data protection responsibilities. Information about your complaint will be shared only with those who need it to investigate and resolve the issues raised, or where we are legally required to disclose it. We will store complaint records securely and retain them for an appropriate period in line with our retention policies.
Review of this procedure
Storage Seven Kings keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, operational practices or legal obligations. The version made available on our official materials will always be the one currently in force.
