Storage Barbican Complaints Procedure
Storage Barbican is committed to providing a reliable, professional service for storage customers and those using associated removal and transport services. If something goes wrong, we want to know about it so we can put it right and prevent it from happening again. This complaints procedure sets out how to raise a concern, what you can expect from us, and how we work towards a fair resolution.
Our commitment to resolving complaints
We treat all complaints seriously and handle them in a consistent and transparent way. Our aims are to:
Listen carefully to your concerns and understand what has gone wrong from your perspective, whether related to storage arrangements, collection, delivery, packing, or removal services connected to our facilities.
Respond within clear timeframes and keep you updated.
Investigate matters thoroughly and objectively.
Offer an appropriate remedy where your complaint is upheld.
Use the outcome of complaints to improve our services and customer experience.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, whether storage, handling, removals support, customer service, billing, or the conduct of our staff or representatives. You might wish to complain if, for example:
Your items were not collected, stored, or delivered as agreed.
You are unhappy with the condition of your belongings on return.
There is a disagreement about charges, invoices, or payment terms.
Our staff or removal teams have behaved in a way you consider unprofessional.
We have not met agreed timescales or service standards.
We welcome complaints made directly by customers or by an authorised representative acting on their behalf.
How to make a complaint
You can raise a complaint using any written method you prefer. When submitting your complaint, please provide as much detail as possible so we can investigate effectively. Helpful information includes:
Your full name and any reference such as booking or contract details.
The dates and locations involved, such as move-out, move-in, collection, storage, or delivery dates.
A clear description of what has gone wrong and how it has affected you.
Details of any staff, drivers, or removal personnel you have dealt with.
Any supporting information you may have, such as inventories, photographs, or copies of correspondence.
If you have an outcome in mind that you believe would resolve the issue, you are welcome to explain this as part of your complaint.
Stage one: Initial review and response
Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will then carry out an initial review, which may include:
Checking your storage or removal records and any related documents.
Speaking to team members involved in your booking, such as office staff, warehouse personnel, or removal crews.
Reviewing any images, delivery notes, or inventory records relevant to your case.
We aim to provide a written response within a reasonable period, usually within 10 working days of receipt. If we need more time due to the complexity of your complaint, we will let you know and explain why. Our response at this stage will set out:
What we understand your complaint to be about.
The steps we have taken to investigate.
Our findings and any decision reached.
Any proposed remedy or next steps.
Stage two: Further review
If you are not satisfied with the outcome of stage one, you may request a further review. When doing so, please explain why you remain unhappy and whether there is any additional information you would like us to consider.
This stage may involve a more senior member of the team reassessing your complaint, including:
Reviewing all documents and correspondence already gathered.
Considering any new information you have supplied.
Re-examining the handling of your storage or removal arrangements.
We will then provide a written outcome, normally within 10 to 15 working days, or we will tell you if more time is required. This response will explain whether we uphold, partially uphold, or do not uphold your complaint, along with the reasons for our decision.
Possible outcomes and remedies
Where we find that something has gone wrong, we will seek to put matters right in a fair and proportionate way. Depending on the circumstances, this may include:
A clear explanation or apology.
Correcting records or documentation.
Reviewing or adjusting future bookings or services where appropriate.
Considering compensation or other remedies, in line with our terms and conditions and any applicable limitations or exclusions.
We handle each case individually. Any remedies offered will reflect the specific facts and any contractual provisions that apply to your storage or removal arrangements.
Your responsibilities during a complaint
For us to investigate effectively and fairly, we ask that you:
Provide honest, accurate information and avoid withholding significant details.
Share any relevant documents, images, or evidence promptly.
Communicate respectfully with our staff throughout the process.
Let us know if your circumstances change or if the matter is resolved in another way.
This cooperative approach helps us resolve your complaint more quickly and with a better outcome for all involved.
Confidentiality and data handling
We treat complaint information in confidence and only share it internally with those who need it to investigate and respond. Any personal data collected during the complaints process is handled in line with our data protection obligations. We keep records of complaints and their outcomes so that we can monitor performance, identify trends, and improve our storage and removal services.
Continuous improvement
Complaints give us valuable insight into how our services are working day to day, including storage practices, transport arrangements, and customer support. We regularly review complaint outcomes to:
Identify areas where training may be needed.
Update policies, procedures, and service standards.
Improve communication around inventory, access, and removal timings.
By following this procedure and learning from each case, we aim to provide a consistently dependable experience to all Storage Barbican customers.
