Storage Rush Green Complaints Procedure
This complaints procedure explains how Storage Rush Green manages any concerns or complaints about our services, including storage and related removal services. We aim to handle every issue fairly, consistently, and as quickly as possible, while using your feedback to improve how we operate.
Our Commitment to You
Storage Rush Green is committed to providing secure storage and reliable removal support. If something goes wrong, or you feel we have not met the standards you expect, we want to know. Raising a complaint will not affect the level of service you receive in the future. All complaints are taken seriously and are treated with respect and professionalism.
What This Procedure Covers
This complaints procedure applies to complaints about:
Issues with the standard of our storage facilities or services, including access, security, or cleanliness. Concerns about removal-related services arranged through us, such as handling, timing, or conduct. Administrative issues, including contracts, billing, and communication. Behaviour or conduct of Storage Rush Green staff, contractors, or representatives.
This procedure does not cover routine requests or queries about bookings, payments, or changes to your storage or removals arrangements, which should be handled through our usual customer service channels.
Making a Complaint
You can make a complaint in writing or by speaking to a member of the team at our site. Written complaints can be handed in at reception or sent through your usual correspondence method with us. Please clearly explain that you are making a complaint so that it can be handled under this procedure.
To help us investigate your concerns efficiently, please include:
Your full name and any customer or unit reference you have. A clear description of what went wrong and when it happened. Any relevant details, such as dates, times, vehicle or unit details, and names of staff you dealt with. What you would like us to do to resolve the matter, where possible.
If you need support to make a complaint, you may ask someone to raise it on your behalf. In that case, we might need your consent to share information about your account with them.
Stage One: Frontline Resolution
Many issues can be resolved quickly by speaking to our on-site team. At Stage One, we will:
Listen to your complaint and clarify the key points. Seek to resolve the matter there and then, where possible. Provide an explanation or apology where appropriate. Take any reasonable immediate steps to put things right if we are able to do so.
We aim to respond to straightforward complaints at this stage as soon as reasonably possible. If your complaint is more complex or cannot be resolved straight away, it will move to Stage Two.
Stage Two: Formal Investigation
If your complaint cannot be resolved at Stage One, or you request a formal review, it will be treated as a formal complaint. At this stage, a manager or another appropriate senior member of Storage Rush Green staff will:
Acknowledge your complaint within a reasonable timescale. Review the information you have provided and any relevant internal records. If necessary, contact you to clarify details or request further information. Carry out an impartial investigation into the issues you have raised.
Once the investigation is complete, we will send you a written response explaining:
Our understanding of your complaint. The findings of our investigation. Any decisions we have made. Any actions we propose to take to resolve or improve matters.
We aim to provide a full response as promptly as possible, taking into account the complexity of the issues raised. If it is likely to take longer than expected, we will aim to let you know and keep you updated.
Escalation and Further Review
If you remain dissatisfied after receiving the Stage Two response, you may request that your complaint is reviewed again by a more senior member of the management team, where possible. In doing so, please explain which aspects of the outcome you are unhappy with and what you are seeking as a resolution.
Following this further review, we will provide you with a final response. This will mark the end of our internal complaints procedure.
Timescales and Communication
We aim to handle all complaints promptly and keep you informed of progress. While exact timescales may vary depending on the complexity of the matter, our objectives are to:
Acknowledge your complaint at the earliest reasonable opportunity. Provide a clear point of contact for further communication. Keep you updated if the investigation takes longer than initially expected. Provide a clear, reasoned outcome once the investigation is completed.
All responses will be provided in clear, plain language. Where practical, we will use the same method of communication you used to contact us, unless otherwise agreed.
Confidentiality and Data Protection
Your complaint will be handled in confidence and shared only with those who need to know in order to investigate and resolve the issue. We will handle any personal information in line with our data protection responsibilities and applicable law.
Using Complaints to Improve Our Services
Every complaint is an opportunity for Storage Rush Green to learn and improve. We regularly review complaints data to identify trends, recurring issues, and areas where our storage and removals-related services can be enhanced. Where appropriate, we may adjust our procedures, staff training, or operational standards to help prevent similar issues occurring again.
Unreasonable or Abusive Behaviour
We recognise that making a complaint can be stressful, and we aim to treat you with courtesy and respect at all times. We expect the same in return for our staff. While we will always consider the substance of a complaint, we may limit or manage contact with individuals whose behaviour is abusive, threatening, or persistently unreasonable.
Review of This Complaints Procedure
This complaints procedure is reviewed periodically to ensure it remains clear, fair, and effective for customers using our storage facilities and any associated removal services. The most current version will always apply to new complaints raised with Storage Rush Green.
