Storage Highbury Complaints Procedure
Storage Highbury is committed to delivering reliable storage and removal services and to dealing with any concerns in a fair, transparent and timely way. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can expect from us at each stage.
Purpose and Scope
This procedure applies to all customers of Storage Highbury, including clients using our storage facilities, removal services, or any related services. A complaint is any expression of dissatisfaction about the standard of service you have received, the conduct of our staff or contractors, or the way we have implemented our policies.
We use complaints constructively to improve our services, staff training and operational processes, particularly in relation to the safe handling, transport and storage of goods.
How to Make a Complaint
You can submit a complaint in writing or by speaking with us directly. While we will accept complaints made verbally, we encourage you to put your complaint in writing wherever possible so that there is a clear record of the issues raised.
When submitting a complaint, please provide the following information so we can investigate effectively:
• Your full name and any relevant account or booking reference
• A clear description of what went wrong and when it happened
• Details of any storage unit, removal booking or service involved
• The outcome you are seeking, such as a correction, explanation or specific resolution
• Any supporting information that may help us understand the issue, such as inventories, photographs or correspondence
You should raise your complaint as soon as possible after the event so that we can investigate while details are still recent and records are readily available.
Initial Resolution
In the first instance, we encourage you to raise your concern with the member of staff you have been dealing with, or with the site or service manager responsible for your booking. Many issues can be resolved quickly at this local level, for example clarifying arrangements for collection or delivery, reviewing storage access information, or correcting billing errors.
Where a complaint is made informally, the staff member will do their best to resolve it promptly, usually within a few working days. If you are not satisfied with the outcome, or if your complaint is complex or serious, you may use the formal complaints process described below.
Formal Complaints Process
If your concern cannot be resolved informally, or you prefer a formal investigation, your complaint will be handled under the following stages.
Stage 1: Acknowledgement
Once we receive your formal complaint, we will acknowledge it as soon as reasonably practicable. In our acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
Stage 2: Investigation
A manager who has not been directly involved in the issue will usually be assigned to review your complaint. The investigation may involve:
• Reviewing your contract, booking details and service records
• Checking any relevant notes or logs from removal crews or storage staff
• Inspecting storage units or goods where appropriate
• Speaking to staff or contractors involved in providing your service
• Reviewing any relevant policies, such as handling of fragile items or access rules
We aim to complete our investigation and provide a detailed response within a reasonable timeframe. If the matter is complex and requires more time, we will let you know and provide an updated timescale.
Stage 3: Written Response
After the investigation is complete, we will send you a written response that will normally include:
• A summary of your complaint and the issues considered
• The findings of our investigation
• Our decision and the reasons for it
• Any proposed remedies or actions we will take
• Information about what you can do if you remain dissatisfied
Where we uphold your complaint, remedies may include an apology, corrective action, service adjustments or other measures we consider appropriate in the circumstances.
Escalation of Your Complaint
If you are not satisfied with our formal written response at Stage 3, you may ask for the complaint to be reviewed at a higher level within Storage Highbury. This review will focus on whether the complaint was handled fairly, whether the findings were reasonable and whether our response was proportionate in light of the evidence.
When requesting an escalation, please explain why you remain dissatisfied and state any aspects of our response that you believe require further consideration.
Our Approach to Fairness and Confidentiality
All complaints are handled in a way that aims to be fair to you and to our staff. We do not treat customers less favourably for raising complaints in good faith. We expect all parties to communicate respectfully throughout the process.
Information related to your complaint will be shared only with those who need it to investigate and respond. We retain complaint records in line with our data protection and retention practices, and we use anonymised information to identify trends and improve our storage and removal services.
Complaints Relating to Damage or Loss
Where your complaint involves alleged damage to or loss of goods during removal or storage, we may request supporting evidence such as photographs, inventories, condition reports or delivery notes. We will review these alongside our own records and any relevant terms in your service agreement.
Any offers of settlement, compensation or goodwill gestures will be made in accordance with our contractual obligations and applicable law, taking into account the nature of the service, the condition of the goods, and any agreed limitations of liability.
Using Complaints to Improve Our Services
Storage Highbury views complaints and feedback as valuable tools for continuous improvement. Recurring themes or issues highlighted in complaints may lead to changes in staff training, revisions to handling procedures, improved communication around access and delivery windows, or updates to our customer information for storage and removal services.
By following this Complaints Procedure, we aim to resolve issues as efficiently as possible while maintaining high standards of professionalism, safety and customer care.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective and aligned with our commitment to quality storage and removal services. Any updates will apply to new and ongoing complaints from the date of publication.
