Storage Burroughs Complaints Procedure
Storage Burroughs is committed to providing reliable storage and removal services, delivered with care and professionalism. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can resolve the issue quickly, learn from it, and improve our service.
This Complaints Procedure explains how you can raise a complaint, how we will respond, and what to do if you are not satisfied with our final decision.
What This Complaints Procedure Covers
This procedure applies to all storage and removal services provided by Storage Burroughs to private and business customers. It covers issues such as service quality, handling of goods, conduct of our staff or contractors, billing or administrative errors, and communication about bookings or deliveries.
Claims relating to loss or damage to goods may also be subject to the terms and conditions of your contract and any applicable insurance cover. In these situations, our team will explain how this Complaints Procedure interacts with any claims process.
Our Complaints Principles
When handling complaints, Storage Burroughs aims to be fair, transparent and timely. We will:
Listen carefully and record the details of your complaint.
Treat you with respect and courtesy at all times.
Investigate your concerns impartially and based on evidence.
Provide a clear response with reasons for our decisions.
Where appropriate, offer a suitable remedy or explanation.
Use feedback to review our procedures and staff training.
How To Make a Complaint
You can make a complaint in writing or verbally. We encourage written complaints, as this helps reduce misunderstandings and allows us to review the details carefully. Please provide as much information as possible, including:
Your full name and, if applicable, company name.
The date and reference of your booking or storage agreement.
A clear description of what went wrong and when it happened.
The names of any staff or crews involved, if known.
Any supporting information, such as photographs or inventories.
What outcome you are seeking, for example, an explanation, apology, or review of charges.
If you raise a complaint verbally during a removal or while visiting your storage, we may ask you to confirm the details in writing so that we can respond more fully.
Time Limits for Raising a Complaint
We ask that complaints are raised as soon as reasonably possible after the issue arises. This helps us to investigate while events are still recent and any relevant evidence is more likely to be available.
Where your complaint relates to loss or damage to goods, please refer to your contract for any specific notification periods. If you are unsure, you can still contact us and we will advise you of the appropriate steps.
What Happens After You Complain
Once we receive your complaint, we will follow these stages.
First acknowledgement. We will note your complaint and, where possible, acknowledge receipt promptly. At this stage we may ask for any additional information we need to understand the issue properly.
Initial review. A member of our team will review your complaint, including your booking records, inventory details, and any relevant communication logs. For removal-related complaints, this may include crew notes and logistics information.
Investigation. If the matter cannot be resolved immediately, it will be referred to a manager or senior member of staff. They may contact you to clarify details, request evidence, or take a full statement. For more complex issues, we may also speak to staff or third parties who were involved.
Response. Once the review is complete, we will send you a written response. This will summarise the issues raised, outline our findings, and explain our decision. Where appropriate, we may propose a remedy such as an apology, corrective action, service improvement, or, if applicable under our terms and conditions, a financial adjustment or referral to an insurance process.
Timeframes for Responses
We aim to resolve most complaints as quickly as possible. Straightforward issues can often be addressed within a short period. More complex matters, such as those involving disputed facts, third party contractors, or detailed loss or damage claims, may take longer.
If we need additional time to complete our investigation, we will let you know and provide an updated timescale. We will also update you if there are any significant developments or delays.
If You Are Not Satisfied With Our Response
If you are unhappy with our response or feel that your complaint has not been handled fairly, you may ask for the decision to be reviewed. This review will be undertaken, where possible, by a senior member of Storage Burroughs who was not directly involved in the original response.
When requesting a review, please explain why you are dissatisfied and provide any further information that you believe has not been considered. Following the review, we will provide you with a final response setting out our position.
In addition to our internal review, you may have the option to seek independent advice or pursue alternative resolution methods, depending on the nature of your complaint and the terms of your contract.
Our Commitment to Improvement
Storage Burroughs views complaints as an important source of feedback. We regularly analyse complaint trends to identify recurring issues and take steps to improve training, procedures, and communication.
We value the trust you place in us when you choose our storage and removal services, and this Complaints Procedure is part of our commitment to treat your belongings and your concerns with care and respect.
