Storage Finsbury Complaints Procedure
This Complaints Procedure explains how you can raise concerns about any aspect of Storage Finsbury services, including storage, removals and associated packing or handling. We aim to resolve issues quickly, fairly and consistently, and to use all feedback to improve our service.
Our Commitment to Handling Complaints
We are committed to treating every complaint seriously and with respect. We will listen carefully to what you tell us, investigate the matter thoroughly, and provide a clear response. Where we have made a mistake, we will acknowledge it and work with you to put things right where possible.
We aim to resolve most issues informally at an early stage. If this is not possible, we have a clear, staged process that you can follow to ensure your concerns are fully reviewed.
Scope of this Procedure
This procedure applies to complaints about:
Storage services, including access, security, billing and account management.
Removal and moving services, including collection, delivery, packing, handling of goods and timing of services.
Customer service standards, including staff conduct, communication and information provided.
Contractual or administrative matters related to any service we provide.
This procedure does not cover routine service queries, such as booking changes, payment queries or requests for information, unless they have developed into a complaint about our service.
Raising a Complaint Informally
We encourage you to raise concerns as soon as possible so we can address them quickly. In many cases, issues can be resolved immediately by speaking to the team member you have been dealing with or by contacting our customer service team.
When raising a concern informally, please provide:
Your full name and any relevant reference, such as a contract or account number.
A clear description of what has gone wrong and when it happened.
Details of any previous discussions you have had with us about the issue.
What you would like us to do to address your concerns, where applicable.
We will try to resolve the matter on the spot or within a reasonable timeframe. If you are not satisfied with the informal response, or if the issue is more serious, you may wish to make a formal complaint.
Stage One: Formal Complaint
If an issue cannot be resolved informally, you may submit a formal complaint. Please make it clear that you are making a complaint under this Complaints Procedure. Set out the facts as clearly as you can, including dates, times, locations, service types such as storage unit, collection or delivery and the names of any staff members involved, if known.
Once we receive your complaint, we will:
Acknowledge receipt of your complaint within a reasonable period.
Review the information you have provided and, if necessary, request further details.
Investigate the matter by checking records, speaking with relevant staff, reviewing any tracking, scheduling or storage records related to your service, and considering any evidence you provide.
Provide you with a written response setting out the outcome of our investigation, the reasons for our decision, and any steps we propose to take.
We aim to provide a full response within a reasonable timeframe. If we need more time, we will let you know and explain why.
Stage Two: Escalation of Your Complaint
If you are not satisfied with the outcome at Stage One, you may ask for your complaint to be escalated. When requesting an escalation, please explain why you are dissatisfied with the earlier response and what outcome you are seeking.
Once escalated, your complaint will be reviewed by a more senior member of our team who was not directly responsible for the original handling of your complaint. They will:
Review your original complaint and all correspondence to date.
Consider whether the Stage One investigation was thorough and fair.
Carry out any further enquiries if needed.
Provide you with a final written response, confirming our position and any further actions we will take.
This Stage Two response represents our final position under this Complaints Procedure.
Time Limits for Making a Complaint
You should raise your complaint as soon as reasonably possible after the issue occurs. Prompt notification helps us to investigate effectively, particularly for removal services where timings and handling records are important. While we will consider complaints made later, our ability to investigate fully may be reduced if significant time has passed.
Information We May Request
To investigate properly, we may ask you for additional information, which may include:
Proof of identity to confirm we are discussing the matter with the account holder.
Service details such as dates of storage, collection, delivery or removal.
Copies of key documents such as contracts, inventories or receipts.
Photographs or descriptions of any damage or loss, if relevant.
Any previous correspondence relating to the issue.
Please provide this information as promptly as you can to help us resolve the matter.
Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
An explanation of what happened and why.
An apology where our service has fallen below the standards we aim to provide.
Practical steps to correct an error or improve the service you receive.
Where appropriate and in line with your contract and applicable law, a financial or service-related remedy.
Any remedy will be assessed on a case by case basis, taking into account the circumstances and the terms of your agreement with us.
Using Feedback to Improve Our Services
Every complaint and piece of feedback helps us improve our storage and removal services. We keep records of complaints to identify patterns, recurring issues or areas where additional training, communication or process changes may be needed. This helps us strengthen our service for all customers.
Confidentiality and Data Protection
All complaints are handled in line with applicable data protection requirements. We will share information about your complaint only with those who need it to investigate and respond. Your personal information will be stored securely and retained only for as long as necessary for complaint handling and legal or regulatory purposes.
Review of this Complaints Procedure
We review this Complaints Procedure regularly to ensure it remains clear, accessible and effective. We may update it from time to time to reflect changes in our services, internal processes or legal obligations. The version published here is the current procedure in use by Storage Finsbury.
