Storage Blackfriars Complaints Procedure
This Complaints Procedure explains how Storage Blackfriars handles concerns and complaints relating to our storage and removal services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve our services for all customers.
Our Commitment to You
Storage Blackfriars is committed to providing reliable storage, collection and delivery services. We recognise that occasionally things may go wrong, and when they do, we want to know about it. We will always treat your complaint seriously, investigate it thoroughly, and respond in a clear and timely manner.
We will handle every complaint based on the following principles:
Clarity and transparency in what we do and how we respond
Respectful, courteous communication at all times
Objective and fair investigation of the facts
Timely updates and clear outcomes
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our storage or removal services, whether it is justified or not, that requires a response. This may include, for example:
Concerns about the quality or timing of a removal or delivery
Issues relating to the condition, handling or storage of goods
Disputes about charges or payment terms
Concerns about staff conduct or communication
Problems with booking, access arrangements or documentation
You do not need to quote any policy or use special wording. If you tell us that you are unhappy and want us to look into it, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in writing or verbally. To help us investigate effectively, please provide:
Your full name and any relevant reference details
A clear description of what went wrong
Key dates, such as collection, storage or delivery dates
Any supporting information you feel is relevant
If you need assistance making a complaint or explaining your concerns, please let us know and we will do our best to support you.
Stage One – Frontline Resolution
In the first instance, we encourage you to raise your concern with the team member you have been dealing with or the relevant supervisor. Many issues with storage access, removals scheduling, documentation, or general service can be resolved quickly at this stage.
We will aim to:
Acknowledge your complaint as soon as reasonably possible
Clarify any points we do not understand
Provide an initial response, or a proposed solution, within a reasonable timescale
Where your complaint can be resolved immediately, we will confirm what action we are taking and any agreed outcome. If we need more time to look into the details, we will explain why and give you an indication of when you can expect a fuller response.
Stage Two – Formal Investigation
If you are not satisfied with the outcome at Stage One, or your complaint is complex or serious, you may request that it is treated as a formal complaint. A manager or senior member of staff who has not been directly involved in the matter will review the complaint in more detail.
During this stage we may:
Ask you for further information or clarification
Review booking records, collection notes, inventory lists and storage documentation
Speak to staff members involved and, where appropriate, any third party service providers
Once the investigation is complete, we will provide a written response explaining:
What we have investigated and the information we considered
Our findings and whether your complaint has been upheld in full, in part, or not upheld
Any actions we are taking to put things right or to prevent similar issues in the future
Timescales
We aim to handle all complaints as promptly as possible. While exact timescales may vary depending on complexity and the availability of information, we will always aim to:
Acknowledge your complaint promptly
Keep you informed if more time is needed to complete our investigation
Provide a clear outcome and explanation as soon as reasonably practicable
If there is likely to be a delay at any point, we will let you know and explain the reason.
Possible Outcomes and Remedies
Depending on the nature of your complaint and our findings, outcomes may include:
An apology and explanation
A correction to records, invoices or service details
Practical steps to resolve an access, storage, or removal issue
Changes to our procedures, staff training, or communication practices
Where your complaint involves possible loss or damage to goods, we will review the circumstances in line with our terms and conditions and any applicable insurance provisions.
Your Responsibilities
To enable us to investigate your complaint fairly and efficiently, we ask that you:
Raise concerns as soon as you become aware of an issue
Provide accurate and complete information
Respond to reasonable requests for clarification or evidence
Communicate in a respectful and constructive manner
In some situations, delays in reporting problems, such as issues with goods after a removal or collection, may affect the options available for resolution, particularly where insurance or time limits apply.
Confidentiality and Data Protection
We handle all complaints with appropriate confidentiality. Information you provide will only be shared with those who need it to investigate and resolve your complaint, or where we are legally required to disclose it. We will process your personal information in line with our data protection obligations.
Continuous Improvement
Feedback from customers, including complaints, plays a key role in improving our storage and removal services. We monitor complaints to identify recurring themes, adapt procedures, and enhance staff training. Our goal is to reduce the likelihood of similar issues arising in the future and to maintain a consistently high standard of service.
