Storage Poplar Complaints Procedure
Storage Poplar is committed to delivering a professional and reliable service for all storage and removal customers. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and improve our service. This complaints procedure explains how to raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose and Scope of this Procedure
This procedure applies to all customers using Storage Poplar services, including storage solutions, packing, and removal services. It covers complaints about the quality or delivery of services, staff conduct, communication issues, billing concerns, and any other aspect of your experience with us.
We treat all complaints seriously, whether they are minor issues or more significant concerns. We aim to resolve matters as quickly and fairly as possible, keeping you informed throughout the process.
What We Consider a Complaint
A complaint is any expression of dissatisfaction about our services, whether it is justified or not, that requires a response. This can include, for example:
Concerns about the handling, collection, transport, or storage of your goods. Issues with punctuality, reliability, or conduct of our removal or storage teams. Problems with documentation, charges, or account management. Dissatisfaction with the way a previous concern has been handled.
If you are unsure whether your concern is a complaint, we encourage you to raise it anyway so we can address it appropriately.
How to Raise a Complaint
You can raise a complaint in writing, or by speaking with a member of our team. A written complaint enables us to fully understand the details and is often helpful where issues are complex or involve multiple services.
When submitting a complaint, please provide as much information as possible, including your full name, any relevant reference numbers, the dates of the service, a clear description of the issues you have experienced, and the outcome you are seeking. This helps us to investigate thoroughly and respond effectively.
Stage One: Initial Resolution
In the first instance, we encourage you to raise your concern with the member of staff or team you have been dealing with. Many problems can be resolved quickly and informally at this stage, especially where there has been a misunderstanding or a simple error that can be easily corrected.
The team member will listen to your concerns, review any relevant records, and aim to provide an explanation or solution. If they are unable to resolve the issue immediately, they may need to refer the matter to a supervisor or manager, but they will explain this to you and outline the next steps.
Stage Two: Formal Complaint
If you are not satisfied with the outcome of the initial resolution, or if the matter is more serious or complex, you may ask for your complaint to be treated as a formal complaint.
Once we receive your formal complaint, we will acknowledge it within a reasonable period, explaining who will be handling the matter and the expected timescale for our investigation. We may contact you to clarify details, request additional information, or understand your expectations more clearly.
A manager or suitably senior member of staff will review your complaint, including any relevant documents, notes, and communications. They may also speak to staff involved in providing your storage or removal service. We aim to reach a fair and balanced view based on the information available.
Our Response and Timeframes
We will aim to provide a full written response to your formal complaint within a reasonable time. If, for any reason, we are unable to provide a full response within this time, we will update you on progress, explain the reasons for the delay, and give a revised timescale.
Our response will outline the issues you raised, summarise our investigation, and set out our findings. Where we find that something has gone wrong, we will explain what we will do to put it right, which may include corrective actions, service improvements, or other appropriate steps.
If You Remain Dissatisfied
If you are unhappy with the outcome of our formal investigation, you may ask for a further review. In this case, a senior member of our management team, who has not previously been involved with your complaint, will review how it has been handled and whether the decision was fair and reasonable.
Once this review is complete, we will provide a final response explaining the outcome and detailing any further steps we are able to take. This stage concludes our internal complaints procedure.
Confidentiality and Data Protection
All complaints are handled with respect and confidentiality. Information relating to your complaint will only be shared with staff who need it to investigate and resolve the issues raised. We handle all personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary to meet legal and operational obligations.
Our Commitment to Fair Treatment
Raising a complaint will not affect the standard of service you receive from Storage Poplar. We do not tolerate any form of unfair treatment, and we encourage feedback, whether positive or negative, as part of our commitment to continuous improvement.
We take particular care when handling complaints from vulnerable customers and will make reasonable adjustments where needed, for example by providing information in a different format or allowing a third party to act on your behalf with your permission.
Using Complaint Feedback to Improve Our Services
Complaints help us identify where we can improve our storage and removal services. We record and monitor complaints to spot recurring issues, service gaps, or training needs. Where appropriate, we update our processes, staff training, and service standards to reduce the likelihood of similar issues occurring in the future.
By following this complaints procedure, we aim to treat every concern fairly, respond promptly, and maintain the level of service that customers expect from Storage Poplar.
