Storage Barkingside Complaints Procedure
This complaints procedure explains how Storage Barkingside handles concerns and complaints about our storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, while using feedback to improve the way we work.
We recognise that problems can occasionally occur, whether during collection, loading, storage, delivery or related customer support. When this happens, we want to know so we can put things right wherever possible and reduce the chance of similar issues happening again.
Who This Procedure Applies To
This procedure applies to all customers who use Storage Barkingside for storage services, removal services or a combination of both. It covers concerns about communication, service standards, handling of belongings, billing, documentation and any other aspect of our service.
This procedure does not replace any legal rights you may have, but is designed to provide a clear and structured route to have your complaint reviewed and resolved internally.
Our Commitments When You Complain
When you raise a complaint with Storage Barkingside, we will:
Listen carefully to your concerns and treat you with courtesy and respect at all times.
Record the details of your complaint accurately and keep a clear record of all communications.
Investigate your complaint promptly, gathering relevant information from all parties involved.
Provide a clear explanation of our findings and any steps we will take to resolve the issue.
Use the outcome of complaints to review and, where appropriate, improve our storage and removal processes, staff training and customer communication.
How To Raise a Complaint
You can raise a complaint in writing or by speaking to a member of our team. We recommend submitting your complaint in writing so that all details are clear and can be investigated thoroughly.
When you contact us, please provide the following information where possible:
Your full name and the name under which the booking was made.
Details of the storage unit or removal booking, such as dates and reference numbers if available.
A clear description of what happened, including relevant dates, times and locations.
The names or descriptions of any team members involved, if known.
Copies of any related documents, such as inventories, delivery notes, photographs or written correspondence.
What outcome you are seeking, for example an explanation, corrective action or review of charges.
Timescales for Making a Complaint
We encourage customers to raise any concerns as soon as possible. For issues relating to removal work or handling of goods, it is helpful if you contact us within a reasonable time after the service date, especially where there may be questions about the condition of items or access arrangements.
Although we will always do our best to consider complaints raised later, delays may limit the evidence available to investigate certain matters fully, particularly where goods have been moved again, used or repacked.
How We Will Respond
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. The acknowledgement will confirm that your complaint has been logged and is being reviewed.
We will then carry out an investigation. This may include:
Reviewing your booking information, service notes and any signed documents.
Checking inventories, storage records and vehicle schedules as relevant.
Speaking with any team members, drivers or porters involved.
Reviewing any photographs, videos or written evidence that you have provided.
We aim to provide a full written response after the investigation has been completed. In that response, we will set out:
Our understanding of your complaint.
What we have investigated and what we have found.
Any steps we have taken or will take to put things right where appropriate.
Any further options available to you if you remain dissatisfied.
Possible Outcomes
Depending on the nature of the complaint and the outcome of the investigation, possible actions may include:
A clear explanation or clarification where there has been a misunderstanding.
A correction to records, invoices or documentation where errors are identified.
Practical steps to address a service issue, where possible.
Internal changes to our processes, staff guidance or training.
Where our terms and conditions and the circumstances support it, a gesture of goodwill or other remedy in line with our contractual and legal obligations.
All outcomes will be considered on a case by case basis, taking into account the evidence available, the terms of your agreement with us and any relevant laws or industry standards.
If You Are Not Satisfied With the Outcome
If you feel that your complaint has not been fully addressed, you may ask for the decision to be reviewed. In that case we will arrange for a more senior member of the team, who has not been directly involved, to consider the matter again where practicable.
The reviewing person will look at the original complaint, the investigation carried out and the response provided, and will decide whether any further action or clarification is appropriate. We will then provide you with a final internal response.
Complaints About Damage or Loss
Where your complaint involves alleged damage to or loss of goods during storage or removal, we may ask for additional information, such as photographs, proof of value or evidence of pre existing condition if available. This helps us to understand what has occurred and how best to respond.
Any consideration of compensation or contribution will be handled in line with our terms and conditions, including any limits of liability, and with reference to any insurance arrangements in place. We will explain how these apply in your case.
Using Complaints to Improve Our Service
Storage Barkingside is committed to improving the quality and reliability of our storage and removal services. We regularly review complaints and feedback to identify trends, recurring issues and opportunities to refine our practices.
Common areas of focus include communication about collection and delivery times, the way belongings are handled and protected, clarity of pricing, and the accuracy of paperwork and inventories. By monitoring and acting on complaints, we aim to deliver a consistently professional service to every customer.
Confidentiality and Data Protection
All complaints will be handled in confidence, and information will only be shared with those who need it to investigate and resolve the matter. Any personal data received in connection with a complaint will be processed in line with our data protection obligations and retained only for as long as necessary.
This complaints procedure is intended to give you confidence that your concerns are taken seriously and that Storage Barkingside will respond in a fair and reasonable way to any issues that arise during your use of our storage or removal services.
