Storage Loxford Complaints Procedure
This Complaints Procedure explains how Storage Loxford manages and resolves complaints about our storage and removal services. We are committed to handling all concerns promptly, fairly, and consistently, with the aim of restoring your confidence in our service wherever possible.
Our Commitment To You
Storage Loxford aims to provide reliable storage and removal solutions, whether you are moving home, relocating a business, or placing items into short or long term storage. If something goes wrong, we want to know so we can put it right, explain what happened, and learn from the experience to improve our services.
All complaints are treated seriously and handled with respect, confidentiality, and without discrimination. Making a complaint will not affect your rights to use our services in the future.
What This Procedure Covers
This procedure applies to complaints relating to:
Service standards for removals, collections, deliveries, and storage handling
Conduct or behaviour of Storage Loxford staff or contractors
Administration matters, such as invoicing, documentation, or bookings
Condition of stored items when entering or leaving our care, where this relates to our obligations
Operational issues connected with your move or storage arrangements
This procedure does not cover matters that are already the subject of legal proceedings or insurance claims where we have been advised that we must not correspond further, or issues that fall entirely outside our control such as third party services you have arranged independently.
How To Make A Complaint
You can make a complaint to Storage Loxford in writing or by speaking to a member of our team. We recommend that you provide your complaint in writing wherever possible, as this creates a clear record of the issues and helps us to investigate more efficiently.
When submitting a complaint, please include:
Your full name and any reference or booking number relating to your move or storage agreement
A clear description of what went wrong, including key dates and times where known
Details of any conversations already held with our team about the matter
Any evidence that may help us understand the issue, such as photographs, inventories, or delivery notes
What outcome you are seeking, for example an explanation, corrective action, or review of charges
We will accept complaints made by a representative acting on your behalf if you have given them permission to do so.
Acknowledging Your Complaint
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including the expected timescale for our investigation and response.
If your complaint is complex or involves multiple services, we may need additional time to investigate. Where this is the case, we will keep you informed of progress and let you know when you can expect a full reply.
How We Investigate
Your complaint will be assigned to an appropriate member of the Storage Loxford management team who has the authority and independence to review the matter. Our investigation may include:
Reviewing your account, contract, and relevant service documentation
Speaking with staff or contractors involved in your move, storage, or enquiry
Checking schedules, records, inventories, and vehicle or warehouse logs
Examining any photographs, reports, or correspondence provided by you
Assessing whether our service met the standards and obligations set out in our terms and conditions and internal policies
We will always aim to be objective and to consider both your account and the information held by us before reaching a conclusion.
Our Response And Possible Outcomes
Following our investigation, we will provide you with a written response that sets out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings, including whether we accept, partly accept, or do not accept your complaint
Any actions we propose to take to resolve the matter
Where appropriate, outcomes may include one or more of the following:
An explanation or clarification of what occurred and why
An apology where our service has fallen short of our standards
Corrective action, such as amending records, revising bookings, or addressing staff conduct
A review of charges or fees, including refunds or adjustments where justified
Improvements to our procedures, training, or operational processes to reduce the likelihood of similar issues arising in the future
If we do not agree with your complaint, we will provide clear reasons for our decision based on the evidence available.
If You Are Unhappy With The Outcome
If you are dissatisfied with our response, you may ask for your complaint to be reviewed again, providing any additional information you believe we have not considered. A more senior manager will review the matter and respond to you where appropriate.
Once our internal review process is complete, we will let you know that this is our final position on your complaint. At that stage, you may consider taking independent advice regarding any further options that may be available to you.
Time Limits For Complaints
We encourage you to raise complaints as soon as possible after the event, so that information and records remain clear and accurate. In relation to physical handling, removals, and storage of items, you should notify us promptly of any concerns so we can carry out inspections and checks without delay.
Where a long period has passed, it may be more difficult to investigate fully, and evidence may no longer be available. In such cases, we will still consider your complaint but may be limited in the conclusions we can draw.
Confidentiality And Data Protection
All complaints are handled in confidence and shared only with those who need to know in order to investigate and resolve the matter. Storage Loxford manages personal data in line with applicable data protection requirements and our own data handling policies. Information provided as part of a complaint will be used solely for dealing with your concern, for internal monitoring, and for improving our services.
Using Complaints To Improve Our Services
We review complaints regularly to identify trends and areas for improvement in our storage and removal operations. Feedback helps us refine our booking processes, customer communication, staff training, and handling procedures. By raising a complaint, you help us strengthen the quality and reliability of the service we provide to all customers.
Storage Loxford appreciates the opportunity to address your concerns and is committed to treating every complaint as a chance to improve.
