Storage Bloomsbury Complaints Procedure
This Complaints Procedure explains how Storage Bloomsbury will handle any concerns or complaints about our services. It applies to all customers using our storage facilities and to customers using our associated removal and moving support services. Our aim is to resolve issues quickly, fairly and transparently.
Our commitment to you
We are committed to providing a professional, reliable and courteous service at all times. If something goes wrong, we want to know about it so we can put it right and improve our storage and removals-related services. You will always be treated with respect, and your complaint will be taken seriously and investigated thoroughly.
We will:
Act promptly once we receive your complaint
Listen carefully to your concerns
Investigate the matter impartially
Explain our findings and any actions we take
Use feedback to improve our services and processes
What counts as a complaint
A complaint is any expression of dissatisfaction about the standard of service you have received from Storage Bloomsbury, whether related to storage units, access arrangements, billing, customer support, or removals-related assistance such as moving items into or out of your unit.
Examples include, but are not limited to:
Concerns about the handling or movement of your goods
Issues with communication before, during or after a move
Disputes about charges, invoices or payment terms
Problems with access, security or cleanliness of storage units
Concerns about staff conduct or professionalism
How to make a complaint
You can raise a complaint in person at our facility or in writing. Complaints are best made in writing so that we have a clear record of your concerns and can investigate more effectively.
When submitting a complaint, please provide:
Your full name and, if applicable, your company name
Details identifying your storage agreement or booking reference
The date and approximate time of the incident or issue
A clear description of what went wrong and who was involved
Any supporting information that may help us investigate
What outcome you are hoping for, if you wish to specify this
Stage one: initial resolution
In the first instance, we encourage you to raise the matter with the member of staff you have been dealing with, or the duty manager at the facility. Many issues, especially those relating to day-to-day storage access, loading bay use, or scheduled collection and delivery of goods, can be resolved quickly at this stage.
We will aim to acknowledge your complaint at stage one as soon as reasonably possible. Where the matter can be resolved immediately, we will explain what we can do or have done to address your concerns. If we need more time to investigate, we will let you know and give you an indication of when you can expect a further response.
Stage two: formal complaint review
If you are not satisfied with the response at stage one, or if your complaint is of a more serious nature, you can ask for a formal complaint review. This will be handled by a manager who was not directly involved in the original incident, wherever possible.
At this stage we will:
Acknowledge your complaint in writing within a reasonable timeframe
Review all relevant documents and information you have provided
Speak to staff members or third parties involved, if appropriate
Assess our internal records, such as booking details or unit logs
Consider whether any policies or procedures were not followed
After our investigation, we will send you a written response that sets out:
The details of your complaint as we understand them
The steps we have taken to investigate
Our findings and our decision
Any actions we will take to resolve the matter
Any changes we plan to make to reduce the chance of a similar issue occurring again
Timeframes for responses
We aim to deal with all complaints as quickly as possible, while ensuring that our investigations are thorough and fair. The exact time needed will depend on the complexity of the issue, for example where a complaint concerns the handling of items during removals or the use of third-party services.
Where we are unable to provide a full response within a reasonable period, we will update you on the progress of your complaint and advise when you can expect a final reply.
Outcome and resolution
Once our investigation is complete, we will explain our decision clearly. Possible outcomes may include:
An explanation or clarification
An apology
A corrective action, such as updating records or amending an invoice
Operational changes, such as staff training or process improvements
Any outcome will reflect the circumstances of the complaint and our contractual terms.
Escalation and further review
If, after receiving our formal response, you remain dissatisfied, you may request that your complaint is reviewed again by a senior member of our management team. They will consider whether the procedure has been followed correctly and whether the decision reached is reasonable in light of the information available.
In some circumstances, you may have the option of seeking independent advice or using alternative dispute resolution. Any such options will depend on the nature of the complaint and the agreements in place at the time of your contract.
Complaints involving third parties
In some cases, we may work with third-party providers to support collection, delivery or specialist removals-related tasks. Where your complaint involves a third party, we will liaise with them as part of our investigation. However, our responsibility will be governed by the terms and conditions of your agreement with us, and in some cases you may also need to engage directly with the third party.
Confidentiality and data protection
All complaints will be handled in line with applicable data protection requirements. Information you provide will be used only for managing and investigating your complaint, for internal monitoring, and for improving our storage and removals-related services. We will share your information only with those who need it to address your concerns.
Monitoring and continuous improvement
We record and review complaints regularly to identify any trends or recurring issues. This helps us to improve staff training, refine operational processes, and enhance the overall experience for customers using our storage units and any associated moving support. Feedback, whether positive or negative, is an important part of maintaining high standards.
Policy review
We may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements or best practice within the storage and moving industry. The version in force at the time you raise your complaint will apply to your case.
