Storage Holborn Complaints Procedure
Storage Holborn is committed to providing a reliable, professional and courteous service for all customers using our storage and removal solutions. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put matters right and continue improving our services. This complaints procedure explains how you can raise a concern, what you can expect from us, and how we will work with you to achieve a fair outcome.
Purpose of this Complaints Procedure
The purpose of this procedure is to set out a clear and accessible process for dealing with complaints about Storage Holborn, including issues relating to storage facilities, collection and delivery, removal services, billing and administration, and customer service. Our goals are to ensure that complaints are taken seriously, handled promptly, treated confidentially, and used as an opportunity to improve our service standards.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about any aspect of our services. This may include concerns about the condition or availability of storage units, the conduct of our staff, delays or problems with collections or deliveries, loss or damage during removal or handling, clarity or accuracy of invoices or charges, and how a previous enquiry or issue has been dealt with. If you are unsure whether your concern is a complaint, we encourage you to raise it with us and we will guide you.
How to Make a Complaint
You can make a complaint in person at our site, through our website contact form, or in writing. Please provide as much detail as possible so that we can investigate fully. Helpful details include your full name, any reference number or booking details, the date and time of the issue, a clear description of what went wrong, the names of any staff involved where known, and what you would consider to be a fair resolution. We encourage you to raise your concern as soon as possible after the event so that information and records are easier to trace.
Stage One: Frontline Resolution
In the first instance, we aim to resolve complaints quickly and informally at the point of contact. This may involve a member of our customer service or site team discussing the matter with you, clarifying what happened, and agreeing on suitable next steps. Where the issue is straightforward, we will try to resolve it immediately or within a short period. Examples of frontline resolution might include correcting a billing error, rearranging a collection or delivery, providing a clearer explanation of our terms, or offering a practical solution to a minor service issue.
Stage Two: Formal Written Complaint
If your complaint cannot be resolved at the frontline stage or you are dissatisfied with the initial response, you may escalate it as a formal written complaint. When submitting a formal complaint, please set out your concerns clearly and explain why you are not satisfied with the earlier response. Once received, your complaint will be acknowledged within a reasonable timeframe and allocated to an appropriate manager who is not directly involved in the issue. The manager will review your complaint, any relevant records or documentation, and where appropriate, speak to team members who were involved.
Investigation and Timescales
We aim to complete our investigation and provide a full response within a reasonable period from the date we acknowledge your formal complaint. If the matter is complex or requires further time, we will let you know and keep you updated on progress. During the investigation we may contact you to clarify points, request additional information, or discuss possible resolutions. We ask that you cooperate with any reasonable requests so that we can thoroughly assess your concerns.
Our Response and Possible Outcomes
At the end of our investigation, we will provide you with a written response setting out the outcome of your complaint and the reasons for our decision. Where your complaint is upheld, we will explain what went wrong and what steps we will take to put matters right. Depending on the circumstances, possible outcomes may include an apology and explanation, corrective action in relation to your storage or removal booking, adjustments to charges where appropriate, operational or staff training improvements, or other reasonable remedies. Where your complaint is not upheld, we will provide a clear explanation of how we reached that conclusion.
Further Review
If you remain dissatisfied after receiving our formal response, you may request a further review. This request should clearly state the reasons you disagree with the outcome and identify any information you believe has not been considered. A senior member of our team will then review the handling and outcome of your complaint. This review focuses on whether the process was followed fairly, the evidence was properly assessed, and the conclusion reached was reasonable in light of that evidence.
Complaints Involving Removal and Transport Services
Many of our customers use Storage Holborn for both storage and associated removal or transport services. For complaints relating to collection, loading, transit or delivery of goods, we may need specific details such as inventory lists, photographs of any alleged damage, and timings of arrival or departure. This helps us review driver logs, vehicle records and handling procedures. Please retain any supporting evidence and provide it to us as early as possible during the complaint so that we can carry out a thorough review.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information will only be shared with those who need it to investigate and respond to your concerns, or where we are required to do so by law. We process and store complaint information in line with our data protection obligations and retain records for a reasonable period in order to monitor trends and improve our services.
Using Complaints to Improve Our Service
We view feedback and complaints as a valuable source of information about how our storage and removal services are performing. We monitor complaints, look for recurring issues, and implement changes to reduce the likelihood of similar problems occurring in future. This can include updating procedures, revising customer communications, or providing additional staff training. By raising a concern, you play a direct role in helping us improve the experience for all customers.
Accessibility and Adjustments
If you need help making a complaint or require adjustments to this procedure, please let us know. We will do our best to support you, for example by accepting a complaint through an alternative method, allowing a representative to speak on your behalf, or providing information in a more accessible format where reasonably possible.
Review of this Procedure
Storage Holborn 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 operations, legal or regulatory requirements, or best practice in customer service. The most recent version of this procedure will always apply to new complaints.
