Complaints Procedure for Storage New Barnet
Storage New Barnet is committed to delivering reliable, professional storage and removal services. We aim to resolve any concerns quickly and fairly, and we welcome feedback as an opportunity to improve. This complaints procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.
1. Purpose and scope of this procedure
This procedure covers complaints relating to any of our services, including storage, collection, delivery, packing, and removal services. It applies to all customers who have used, or are using, our services. The procedure is designed to be clear, accessible, and timely so that any issues are dealt with as soon as possible.
A complaint is any expression of dissatisfaction, whether written or verbal, where a response or resolution is expected. This may relate to the quality of service, conduct of staff, loss or damage to items, communication, billing, or any other aspect of your experience with Storage New Barnet.
2. Principles of our complaints handling
Our approach to handling complaints is based on the following principles:
We treat all complaints seriously and investigate them promptly and impartially.
We aim to resolve matters at the earliest possible stage.
We listen carefully, keep you informed, and explain decisions clearly.
We use the information from complaints to review and improve our services and internal processes.
We treat all personal information in line with data protection requirements and respect your privacy at every stage.
3. How to make a complaint
You can make a complaint in person, by post or through our standard written communication methods. Please provide as much detail as possible so that we can understand and investigate your concerns effectively.
When submitting a complaint, it helps if you include:
Your full name and any relevant customer or booking reference.
Details of the service involved, such as storage unit, removal date, or collection details.
A clear description of what went wrong, including dates, times, and locations where possible.
The outcome you are seeking, for example an explanation, apology, corrective action, or compensation where appropriate.
Any supporting information that may be relevant, such as photographs, inventory lists, or written correspondence.
If you require assistance making a complaint, such as help with writing it down or explaining the process, we will provide reasonable support.
4. Stage one: informal resolution
Many issues can be resolved quickly by speaking to a member of our team at the time the issue arises or shortly afterwards. Wherever possible, we encourage you to raise your concern with the staff member you have been dealing with or the on-site supervisor.
The team member will listen to your concerns, try to understand the issue, and seek to agree a solution with you. This may involve clarifying what happened, arranging corrective action, or offering a practical resolution in line with our policies.
If you feel that your concern has not been resolved informally or the matter is more serious, you may move to the formal complaint stage.
5. Stage two: formal complaint
If your complaint cannot be resolved informally, you can ask for it to be treated as a formal complaint. At this stage, a manager or designated complaints handler will take responsibility for the investigation.
On receipt of your formal complaint we will:
Acknowledge your complaint within a reasonable timeframe, confirming that it is being handled under this procedure.
Review the information you have provided and gather any additional details needed, which may include speaking to staff, reviewing documentation, checking inventory records, or considering relevant terms and conditions.
Keep a written record of the complaint and the steps taken during the investigation.
We aim to provide a full written response within a reasonable time period from acknowledging your complaint, depending on the complexity of the issues involved. If we need more time, we will let you know and explain why.
6. Our response and possible outcomes
When we have completed our investigation, we will write to you with:
A summary of your complaint and the issues considered.
The findings of our investigation and any evidence relied upon.
Our decision and the reasons for it.
Details of any actions we will take, which may include an apology, service improvements, corrective measures, or, where applicable, consideration of compensation in line with our contractual obligations and relevant terms.
We aim to ensure that our response is clear and addresses each point you have raised. If anything is unclear, you are welcome to ask for clarification.
7. Escalation if you remain dissatisfied
If you are not satisfied with the outcome of the formal complaint, you may request a review of the decision. Your request should explain why you believe the outcome is not fair or accurate and identify any information that you feel has not been properly considered.
Where possible, a different senior member of staff will review the handling of your complaint and the decision reached. They may uphold the original decision, change it, or propose an alternative resolution. We will notify you of the result of this review and the reasons for it.
8. Time limits and late complaints
We encourage customers to raise concerns as soon as possible, while details are still fresh and evidence can be more easily obtained. Complaints raised after a significant delay may be harder to investigate fully, especially if records or recollections are limited.
However, we will always consider the circumstances, and where it is reasonable to do so we will investigate late complaints to the best of our ability.
9. Recording and learning from complaints
All formal complaints are recorded, including the nature of the issue, the outcome, and any actions taken. We periodically review complaint information to identify trends, recurring issues, or opportunities to improve our storage and removal services, staff training, and communication.
By following this procedure, Storage New Barnet aims to resolve issues fairly and consistently and to maintain the high level of service that customers expect from a professional storage and removal provider.
