Storage Barking Complaints Procedure
Storage Barking is committed to providing a reliable and transparent service for customers using our storage and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to know so we can put matters right and improve our service for the future.
Our Commitment to You
We treat all complaints seriously and handle them in a fair, consistent and timely way. Every expression of dissatisfaction, whether about storage, removals, billing, or customer care, is viewed as an opportunity to learn and improve. You will always be treated with respect, and your complaint will be investigated thoroughly.
What This Procedure Covers
This complaints procedure applies to all customers of Storage Barking, including those using our storage facilities, collection and delivery services, and removal-related support. It explains how you can raise a concern, the stages of our investigation, and the timescales within which we aim to respond.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where you would like a response or resolution. Examples include:
Issues with the condition, accessibility or management of your storage unit. Concerns about how removal or transport services have been carried out. Problems relating to documentation, invoicing or charges. Dissatisfaction with the conduct, behaviour or communication of our staff or contractors.
If you are unsure whether your concern is a complaint, please raise it with us and we will advise you on the best way forward.
How to Make a Complaint
You can make a complaint verbally or in writing. Complaints can be raised at our site reception or submitted in writing to our management team. When making your complaint, please provide as much detail as you can, including:
Your full name and any customer or account details. A clear description of what went wrong and when it happened. Any relevant booking or reference information for storage or removals. What outcome or resolution you are seeking.
Providing detailed information helps us investigate more efficiently and respond promptly.
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with a member of our on-site team. Many issues relating to storage access, removal scheduling or documentation can be resolved quickly and informally at this stage.
Our staff will listen to your concern, clarify the facts where necessary, and aim to offer a practical solution. If you are satisfied with the outcome, the matter will be considered resolved. We will make a record of the issue and any agreed actions so that we can monitor and improve our services.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, or if you prefer to make a formal complaint from the outset, it will be referred to a manager for review.
Once your formal complaint has been received, we will:
Acknowledge your complaint and confirm that it is being investigated. Review all relevant information, including account records, service notes and staff reports. Contact you if we require further details or clarification. Aim to provide a full written response setting out our findings and any proposed remedy.
We aim to issue a detailed response within a reasonable timeframe. If, for any reason, our investigation takes longer, we will update you and explain the reason for the delay.
Stage Three: Further Review
If you remain dissatisfied after receiving our formal response, you may request that your complaint be reviewed at a higher level within Storage Barking. This review will normally be carried out by a senior manager who has not been directly involved in the original investigation.
During this stage, we will:
Re-examine the facts, evidence and outcome reached at Stage Two. Consider any additional information or concerns you wish to raise. Decide whether our original decision was fair and reasonable, or whether a different outcome is appropriate.
Following this review, we will provide you with a final written response confirming our position and any further actions we will take.
Confidentiality and Data Protection
All complaints are handled in line with our privacy and data protection obligations. Information relating to your complaint will be shared only with staff who need it in order to investigate and respond. Records of complaints are stored securely and retained for an appropriate period, after which they are deleted or anonymised.
How We Use Complaints to Improve
We regularly review complaints data to identify patterns and areas for improvement in our storage and removal services. This may include:
Updating procedures and internal guidance. Providing additional staff training on customer care, handling and transport. Reviewing terms, documentation and customer information for clarity. Improving coordination between storage and removal operations.
By analysing and acting on feedback, we aim to reduce the likelihood of similar issues occurring in the future.
Reasonable Behaviour and Expectations
We understand that customers may feel frustrated or upset when making a complaint, particularly if belongings or schedules are affected. Our team will always act professionally and courteously, and we ask that customers treat our staff in the same way.
We may decide to restrict or manage contact where behaviour is abusive, threatening or persistently unreasonable. In such cases, we will explain our decision and set out how future communication will be handled.
Alternative Options
We aim to resolve complaints directly and constructively. If you feel that your concern has not been addressed after exhausting our internal procedure, you may wish to seek independent advice about your rights and potential next steps.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective for customers using our storage and removal services. We may update or amend it from time to time, and any significant changes will be reflected in our customer information.
We value your feedback and appreciate the opportunity to put things right when they go wrong. Your comments help us maintain and improve the level of service we provide at Storage Barking.
