At Stor-eze Limited, we are committed to providing high-quality service to our customers. We value your feedback and take all complaints seriously. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and effectively.

This Complaints Policy outlines how we handle complaints and how you can raise a concern with us.

If you have a complaint, please follow the steps below to ensure we can address your issue quickly and fairly:

Step 1: Contact UsPlease get in touch with us as soon as possible so that we can begin investigating your complaint. You can contact us through any of the following methods:

By Email: Send an email to bookings@stor-eze.co.uk.

By Phone: Call us at +44 (0) 7877821771

Please provide us with as much detail as possible about your complaint, including:

Your name and contact details.

A description of the issue.

Any relevant dates (e.g., when the container was rented, when the issue occurred).

Any supporting documentation or information (e.g., photos, receipts, email correspondence).

Step 2: AcknowledgementOnce we have received your complaint, we will acknowledge it within [5 working days] and confirm that we are investigating the issue. We will provide you with an estimated timeframe for a full response, which will depend on the nature of the complaint.

We aim to resolve complaints in a fair and timely manner. Our complaint handling process is as follows:

Step 1: InvestigationAfter receiving your complaint, we will investigate the issue thoroughly. We may need to contact you for additional information, so please be responsive if we ask for further details.

Step 2: ResolutionWe aim to resolve most complaints within [10 working days]. If we are unable to resolve the complaint within this timeframe, we will keep you informed about the progress and provide a revised timeline for resolution.

Step 3: OutcomeOnce we have completed our investigation, we will provide you with a response that includes:

A summary of the complaint.

Our findings.

Any actions we have taken to resolve the issue.

Any steps we plan to take to prevent similar issues in the future.

If you are not satisfied with the outcome of our initial response or feel that your complaint has not been handled appropriately, you can escalate your complaint by following these steps:

Step 1: Request a ReviewAsk for your complaint to be reviewed by a senior manager or director at Stor-eze Limited. Please contact us with the reference number provided when you submitted your complaint, and we will escalate it to the appropriate person.

Step 2: Alternative Dispute Resolution (ADR)If you are still not satisfied after our internal review, and your complaint involves a dispute that cannot be resolved between us, you may be eligible to use an Alternative Dispute Resolution (ADR) service. ADR is a process where an independent third party can help resolve disputes without going to court.You can find details of ADR providers via the UK government’s website or ask us for recommendations.

All complaints are handled with confidentiality and in compliance with UK data protection laws, including the General Data Protection Regulation (GDPR). We will only use your personal data to resolve your complaint and for any related administrative purposes. Please refer to our privacy policy. Your personal information will not be shared with third parties without your consent unless required by law.

At Stor-eze Limited, we are committed to learning from customer feedback and continuously improving our services. If your complaint highlights areas where we can improve, we will take steps to address those issues to ensure that we deliver the best possible service to all our customers.

If you have a complaint or require further assistance, please don’t hesitate to get in touch with us:

Email: bookings@stor-eze.co.uk

Phone: +44 (0) 7877821771

We take all complaints seriously and will aim to resolve your concerns in a fair and timely manner.

Thank you for choosing Stor-eze Limited. Your feedback is important to us.