Storage Haringey Complaints Procedure
This complaints procedure explains how Storage Haringey manages, investigates, and resolves complaints about our storage and removal services. We aim to provide a consistent and fair process so that any concerns are handled professionally, promptly, and transparently.
Our Commitment to Customer Feedback
Storage Haringey values feedback as a way to improve our services, including our collection, handling, storage, and onward transport of goods. We treat every complaint seriously and aim to resolve issues at the earliest opportunity. Where we get things wrong, we will explain what happened, apologise where appropriate, and take steps to prevent a recurrence.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with Storage Haringey, whether justified or not, where a customer or potential customer expects a response or resolution. This can include concerns about bookings, collection and delivery of items, handling of goods, storage conditions, charges and invoicing, communication, customer service, or health and safety issues at storage locations or during removal activities.
General feedback, suggestions, or routine queries that do not require a formal investigation will still be recorded and passed to the relevant team but may be handled more informally.
How to Make a Complaint
You may raise a complaint using any written method that is convenient for you, for example by letter or through an online form provided by Storage Haringey. If you contact us by telephone or in person, we may ask you to confirm the details of your complaint in writing so that we have a clear record of your concerns and the outcome you are seeking.
When submitting a complaint, please include your full name, a description of the issue, key dates and times, any relevant reference numbers such as booking or contract details, and what you would consider to be a fair resolution. Providing clear information helps us investigate your complaint more quickly.
Who Can Complain
This procedure is available to all individual customers and business clients who use Storage Haringey for storage, removals, collections, or related services. It can also be used by someone acting on a customer’s behalf, such as an authorised representative, provided we receive appropriate permission to discuss account or service details with them.
Timescales for Handling Complaints
We aim to acknowledge all complaints promptly. In most cases, we will provide an initial response within a reasonable number of working days from receipt. Where a complaint is straightforward, we will attempt to resolve it at this first stage.
If a complaint requires a more detailed investigation, such as issues involving loss or damage of goods, complex billing disputes, or disputes over service levels during removal or storage, we will inform you that additional time is needed. In such cases, we will give you an estimated timescale for our investigation and keep you updated if this changes.
Stages of the Complaints Process
Stage One – Frontline Resolution
Where possible, complaints will be handled by the member of staff or team that provided the service. They will review the information, check relevant records such as booking notes, removal schedules, and storage documentation, and attempt to resolve the issue quickly. Many matters can be addressed at this stage through clarification, corrective action, or a goodwill gesture where appropriate.
Stage Two – Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the matter is complex or serious, your complaint will be escalated to a manager. The manager will review the details, any supporting evidence you provide, and internal records relating to your storage or removal services. They may contact you for further clarification. After the investigation, we will write to you explaining our findings, any actions taken, and the reasons for our decision.
Stage Three – Senior Review
Where you remain dissatisfied after the formal investigation, you may request a further review by senior management. This is the final stage of Storage Haringey’s internal complaints procedure. Senior management will consider whether the complaint has been handled fairly and in line with this procedure and may uphold, vary, or overturn the previous decision. You will receive a final written response confirming the outcome.
Outcomes and Remedies
Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include an explanation or clarification, an apology, corrective action such as updating records or amending bookings, practical solutions such as revised collection or delivery arrangements, review of procedures or staff training, or financial remedies in line with our terms and conditions and any applicable insurance cover.
All outcomes are considered on a case-by-case basis, taking into account the circumstances of the complaint, the evidence available, and the contractual terms that apply to your storage or removal agreement.
Confidentiality and Data Protection
Complaints will be handled in a confidential manner. Information will only be shared with staff who need it to investigate and resolve the issue. We will handle all personal data in accordance with relevant data protection principles and our privacy practices. Records of complaints are stored securely and retained only for as long as necessary for legal, regulatory, and quality assurance purposes.
Recording and Using Complaints Data
Storage Haringey records all formal complaints, including the nature of the issue, the services involved, and the outcome. This information helps us identify patterns or recurring problems in areas such as removals handling, storage operations, customer communication, and billing. We use this data to improve our processes, staff training, and overall customer experience.
Accessibility and Support
We want our complaints procedure to be accessible to all customers. If you have specific communication needs, language requirements, or a disability that affects how you interact with us, please let us know when raising a complaint so we can make reasonable adjustments to support you.
Review of This Procedure
Storage Haringey reviews this complaints procedure regularly to ensure it remains clear, fair, and effective. Updates may be made to reflect changes in our services, industry practice, or legal requirements relating to storage and removal operations.
