Storage Maryland Complaints Procedure
Storage Maryland is committed to providing a reliable, professional and courteous service for customers using our storage and related removal services. We value all feedback, including complaints, because it helps us maintain standards and improve our operations. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear, fair and transparent route for raising complaints about any aspect of our storage facilities, handling of goods, removal and transport activities, administration or customer service. We aim to resolve issues as quickly as possible, preferably at an early stage and in a way that is satisfactory for everyone involved.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether verbal or written, where a customer indicates that they are unhappy with our service and would like us to respond. This can include, for example, concerns about the condition or security of storage units, the conduct of staff, removal or moving services linked to storage, billing or invoicing issues, or the information you were given before or during your agreement with us.
We also welcome general feedback, suggestions and compliments. While these are not treated as formal complaints, we record and review them to improve our services.
How to Make a Complaint
You can make a complaint to Storage Maryland in writing or verbally. If you prefer to speak to someone first, you may raise your concern with a member of our on-site team, who will do their best to resolve the matter informally. If the issue cannot be resolved at this stage, or if you would rather submit your complaint in writing, your complaint will be treated as a formal complaint under this procedure.
When submitting a complaint, it is helpful if you provide the following information so we can investigate efficiently:
The name on the storage or removal agreement, your unit number if applicable, the date or dates when the problem occurred, a clear description of what went wrong, and any evidence or details that may assist us, such as inventory references or collection and delivery timings. Please also tell us how you would like us to contact you regarding our response.
Stage One: Informal Resolution
Where possible, we encourage customers to raise concerns as soon as they arise with a member of our team. Many issues, particularly practical matters around access, scheduling, or documentation, can be resolved quickly at this level. The staff member you speak to will listen to your concerns, clarify any details, and seek to provide an immediate solution or explanation. If you are satisfied with the outcome at this stage, the matter will be recorded as resolved.
Stage Two: Formal Complaint
If your concern cannot be resolved informally, or if you prefer a more formal review, it will be handled as a formal complaint. A designated manager will acknowledge your complaint in writing within a reasonable time, explaining that your concerns are being investigated and providing an approximate timescale for a full response.
During this stage we may contact you to request further information or clarification, particularly in relation to storage agreements, removal arrangements or any records that may help us to understand what has happened. We ask that you cooperate with any reasonable requests for information so that we can carry out a fair and thorough review.
Once our investigation is complete, we will provide a written response setting out our findings, any action we propose to take, and the reasons for our decision. If we find that something has gone wrong, we will explain how we intend to put matters right, which may include corrective action, service improvements, or other remedies, where appropriate.
Stage Three: Escalation Review
If you remain dissatisfied after receiving the outcome of your formal complaint, you may request an escalation review. This means your complaint and our previous handling of it will be reconsidered by a more senior member of our team who has not been directly involved in the earlier stages.
The senior reviewer will examine all relevant records, correspondence and evidence, and may contact you to discuss your concerns further. Following this review, you will receive a final written response explaining the conclusions reached, any additional actions to be taken, and the reasons for those decisions. This will normally represent the final stage of our internal complaints process.
Timeframes for Handling Complaints
We aim to deal with complaints as promptly as possible. While specific timeframes may vary depending on the complexity of the issue and the availability of information, our general approach is to acknowledge formal complaints within a short period and to provide a full response as soon as reasonably practical. If, due to the nature of the complaint, we need more time to investigate, we will let you know and keep you informed of progress.
Our Commitment to Fairness and Confidentiality
Storage Maryland treats all complaints seriously and aims to handle them fairly, consistently and without discrimination. We will consider each complaint on its own facts and in line with our policies, service standards and contractual responsibilities. Complaints and related personal information are handled with appropriate confidentiality and are only shared with staff who need to be involved in the investigation and resolution.
Using Complaints to Improve Our Services
We regularly review the complaints we receive, looking for patterns or recurring issues that may indicate where our processes, training or communication can be improved. In this way, complaints play an important role in helping us maintain safe, secure and reliable storage facilities and associated removal services. Where necessary, we will update our procedures, staff guidance or customer information to reduce the likelihood of similar problems occurring in the future.
If You Are Still Unhappy
If, after completion of this procedure, you remain unhappy with the outcome, you may wish to seek independent advice regarding any further options that may be available to you. This procedure does not affect your statutory rights or any rights you may have under your storage or removal agreement.
We appreciate you taking the time to tell us when something has not gone as expected. Your feedback helps Storage Maryland to provide better service to all customers and to maintain high standards across our storage and removal operations.
