Storage East Barnet Complaints Policy and Procedure
This complaints procedure explains how Storage East Barnet handles concerns and complaints about our storage and removal services. We are committed to providing a professional and reliable service and to resolving any issues promptly, fairly and transparently.
We encourage customers to raise any concerns as early as possible so that we can put things right and improve our service for the future.
Scope of this complaints procedure
This procedure applies to all customers who use our storage or removal services, whether for domestic or business purposes. It covers concerns about our service delivery, communication, staff behaviour, handling and care of goods, and any aspect of the customer experience.
This procedure does not cover matters that are being handled by insurers, law enforcement agencies, regulatory bodies, or disputes that are already the subject of legal proceedings. In such cases, we may be limited in what we can discuss, but we will still acknowledge your concerns and explain any constraints.
Our commitments when handling complaints
When you make a complaint to Storage East Barnet, we will aim to:
Listen carefully to your concerns and understand what has happened from your point of view.
Acknowledge your complaint promptly and tell you who will be dealing with it.
Investigate the matter thoroughly, in a fair and impartial way.
Respond clearly, in plain language, explaining our findings and any actions we will take.
Learn from complaints and use them to improve our storage and removal services.
How to raise a concern informally
Many issues can be resolved quickly and informally. If you are unhappy with any aspect of our service, please speak to a member of our team as soon as you become aware of the problem. This might be a member of the office team, a warehouse or site supervisor, or the removals crew leader on the day of your move.
Explain what has gone wrong, how it has affected you and what you feel would be a reasonable outcome. We will do our best to resolve the issue there and then, or within a short timeframe, and to ensure you are satisfied with the outcome.
If you are not satisfied with the informal response, or if the matter is more serious or complex, you can make a formal complaint using the process below.
How to make a formal complaint
If you wish to make a formal complaint to Storage East Barnet, please do so in writing so that we can clearly understand and record the details. When submitting your complaint, please provide the following information:
Your full name and the name under which the booking or storage agreement is held.
The date of your move or the start date of your storage arrangement.
A clear description of your complaint, including what happened, where and when.
Any relevant supporting information or evidence, such as inventory details, photographs or correspondence.
What outcome or resolution you are seeking.
We recommend you submit your complaint as soon as possible and ideally within a reasonable time of the issue arising, so that evidence is fresh and we can investigate effectively.
Stages of the complaints process
Stage 1: Acknowledgement
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period of time. We will confirm that we have received your complaint and give you the name or role of the person who will be dealing with it.
Stage 2: Investigation
Your complaint will be investigated by a manager or senior member of staff who has not been directly involved in the events giving rise to the complaint, wherever possible. The investigator may:
Review your written complaint and any supporting information.
Check relevant records, such as booking information, inventories, schedules and internal notes.
Speak to staff members involved in providing the service.
Inspect any relevant areas or items, where appropriate.
We aim to complete this investigation within a sensible and proportionate timescale, depending on the complexity of the matter and the availability of information.
Stage 3: Response and outcome
Once the investigation is complete, we will provide you with a written response. This will normally include:
A summary of your complaint.
The steps we took to investigate the matter.
Our findings, including whether your complaint is upheld in full, in part, or not upheld.
Any action we will take, which may include an explanation, an apology, a practical resolution, or steps to improve our procedures.
If we need more time to complete the investigation, we will explain why and let you know when you can expect a full response.
Escalation if you remain dissatisfied
If you are not satisfied with our response at the conclusion of our internal complaints process, you may ask for the decision to be reviewed by a more senior manager. When requesting an escalation, please explain why you remain dissatisfied and what further outcome you are seeking.
The senior manager will review your case, including the original complaint, the investigation and the response provided. They may uphold the original decision, vary it, or take additional steps. Their decision will normally be the final position of Storage East Barnet under this internal procedure.
Complaints involving loss or damage to goods
Where your complaint concerns alleged loss of or damage to goods during storage or a removal, we may need information about the condition of the items before collection, any pre-existing damage that was recorded, and the relevant terms of your agreement and any insurance cover. We may ask you to provide photographs, receipts or other evidence to help us assess the matter.
In some cases, it may be appropriate to handle the issue under an insurance process rather than or in addition to this complaints procedure. If so, we will explain how this works and what you need to do.
Continuous improvement and record keeping
We record complaints and their outcomes so that we can monitor trends, identify areas for improvement and provide additional training where needed. This helps us maintain and enhance the quality of our storage and removal services.
All complaints are treated confidentially and in accordance with applicable data protection requirements. Information is only shared internally on a need to know basis in order to investigate and resolve the matter.
Review of this procedure
Storage East Barnet keeps this complaints procedure under regular review to ensure it remains clear, fair and effective. We may update it from time to time to reflect changes in our services, our internal processes, or relevant industry practice.
