Storage Barnsbury Complaints Procedure
This Complaints Procedure explains how Storage Barnsbury manages and resolves concerns raised by customers using our storage and removal services. Our aim is to handle every complaint fairly, promptly and consistently, while using the outcome to improve the way we deliver our services.
Our Commitment to Customers
We strive to provide reliable, professional storage and removals services. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. We treat all complaints seriously, whether they relate to customer service, handling of belongings, access to storage, billing, or any other aspect of our work.
We are committed to:
Listening carefully to your concerns, acknowledging your experience and the impact it has had.
Investigating complaints thoroughly and objectively based on the information available.
Responding within clear timeframes and communicating clearly throughout the process.
Offering appropriate remedies where we are at fault and explaining our decisions where we are not.
What Is a Complaint
A complaint is any expression of dissatisfaction from a customer about our services, whether storage, removals, packing, transport, or related administration and communication, where a response is expected or required. You do not need to use the word complaint for it to be treated as one. If you tell us you are unhappy and would like us to respond or put something right, we will handle it under this procedure.
Raising a Complaint Informally
Many issues can be resolved quickly by speaking to a member of our team. In the first instance, we encourage you to raise your concern as soon as possible with the staff member you have been dealing with, or with a manager on site. In some cases, especially with operational matters such as access, schedule changes or minor billing questions, we may be able to resolve the matter immediately or within a very short timeframe.
If the issue cannot be resolved informally, or you would prefer it to be formally recorded and investigated, you can submit a formal complaint as described below.
Making a Formal Complaint
If you wish to make a formal complaint about our storage or removals services, please provide us with the following information so we can investigate effectively:
Your full name and any reference or contract number if available.
Details of the service provided, such as storage arrangements, collection or delivery date, and locations involved.
A clear description of what went wrong, including dates, times and who you dealt with where possible.
Any evidence you feel is relevant, such as photographs, inventory notes, or written communication.
What outcome you are seeking, such as an explanation, apology, corrective action, or review of charges.
You can submit your complaint in writing or verbally to a senior member of staff. If you raise your complaint verbally, we may ask to confirm the details in writing so there is an accurate record for both parties.
Acknowledgement and Timeframes
Once we receive your formal complaint, we will acknowledge it within a reasonable period, usually within five working days. We will confirm that we have received your complaint and explain the next steps, including who will be handling the investigation and the expected timescales for a full response.
We aim to provide a detailed written response within 28 days of acknowledging your complaint. If the matter is particularly complex, involves multiple parties, or requires additional information, we will keep you informed of progress and let you know if we need more time.
How We Investigate Complaints
A manager or suitably senior member of staff who is not directly involved in the issue will usually handle the investigation. They may:
Review your contract, inventory, booking details and any relevant service notes.
Speak with the staff members and third parties involved in your storage or removal service.
Inspect any physical evidence where appropriate, such as storage units, equipment, or vehicles.
Consider any photographs, documents or communications you have provided.
Assess whether our policies and procedures were followed, and whether they were appropriate in the circumstances.
We aim to conduct investigations impartially and objectively, focusing on the facts and what is reasonable in light of the information available.
Our Response and Possible Outcomes
At the conclusion of our investigation, we will provide you with a clear response. This will normally include:
A summary of your complaint and the issues we have considered.
An explanation of what we have found, including any relevant evidence or reasoning.
Our decision on whether the complaint is upheld in full, upheld in part, or not upheld.
Details of any actions we will take, such as an apology, corrective service, operational changes, staff training, or where applicable, a review of charges in line with our terms and conditions.
If we do not uphold your complaint, we will still explain our reasons and the basis for our decision.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that it be reviewed by a more senior member of management. When asking for an escalation, please explain which parts of the decision you disagree with and why, and provide any additional information you feel was not considered.
The senior reviewer will look again at the case, including the original investigation and any new information you have provided. They may uphold the original decision, change it in part, or reach a different conclusion. Their decision will be communicated to you with reasons.
Use of Feedback and Continuous Improvement
Complaints and customer feedback are an important part of how we improve our storage and removals services. We periodically review complaints to identify trends, recurring issues, and opportunities to enhance our processes, staff training, communication and customer care. Where a complaint reveals a wider issue, we will consider operational changes to reduce the likelihood of similar problems arising in the future.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information will only be shared with those who need it to investigate and respond to the complaint or to implement any agreed actions. We handle all personal information in accordance with applicable data protection principles and our privacy practices.
Review of This Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, accessible and effective for customers of our storage and removal services. We may update it from time to time to reflect changes in our operations, industry practice or legal requirements.
