Questions to Ask Before Choosing a Document Storage Company
Choosing a document storage provider is not like choosing a stationery supplier. You are handing over sensitive business records — potentially for years — and switching providers later is disruptive and expensive. Asking the right questions upfront saves you from discovering problems after you have signed a contract. Here are the questions that matter, and what the answers should tell you.
About Security
“What fire suppression system do you use?”
This is the single most important question. If the answer is water-based sprinklers, your documents are not truly protected — a sprinkler activation will destroy paper records. The answer you want is gas-based fire suppression (Argonite, Inergen, FM-200 or Novec 1230). If the provider does not know the difference or dismisses the concern, move on.
“Who monitors your intruder alarms?”
The answer should name a specific Alarm Receiving Centre, ideally one certified to NSI Gold or SSAIB standards. If alarms are “monitored internally” or not monitored at all, the security infrastructure is incomplete.
“Are your staff DBS-checked?”
The answer should be yes, with checks carried out at hiring and renewed periodically. If the provider has never heard of DBS checks or only checks “some” staff, that is a concern.
About Tracking and Retrieval
“How do you track my boxes?”
The answer should involve a barcode-based tracking system that logs every box from collection through storage to destruction. Each box should have a unique reference, and every movement should be recorded with a timestamp and the person responsible.
If the answer involves spreadsheets, written logs, or “we know where everything is” — the provider lacks proper tracking infrastructure.
“How quickly can you retrieve a specific box or file?”
Good providers offer same-day or next-working-day retrieval as standard. Some offer urgent retrieval within a few hours. Ask whether retrieval means physical delivery to your office or just pulling the box from the shelf for collection. Understand what the process looks like in practice.
“Can you retrieve individual files, or only whole boxes?”
Box-level retrieval means you get the entire box delivered and have to search through it yourself. File-level retrieval means the provider can pull a specific file from within a box. File-level tracking and retrieval costs more to set up but saves significant time if you need regular access to specific documents.
About Costs
“What is your per-box, per-week rate?”
This is the core cost. Typical rates in the UK range from 5p to 25p per standard archive box per week, depending on the provider, your volume and the service level. Be wary of providers who only quote monthly or annual lump sums without a per-box breakdown — it makes comparison impossible and can hide inflated costs.
“What other charges apply?”
Get a full schedule of charges including: initial collection, ongoing retrievals and deliveries, permanent withdrawal of boxes, destruction, scan-on-demand, and any administration fees. The best providers publish a clear price list. Hidden fees are a major source of dissatisfaction in the storage industry.
“Is there a minimum storage period or minimum charge?”
Some providers require a minimum storage period (often 12-24 months) and charge minimum monthly fees regardless of how many boxes you actually store. Understand these terms before you sign.
About Contracts
“What is the contract length and notice period?”
Terms vary widely — from rolling monthly contracts to five-year agreements. Understand what you are committing to. A longer contract might secure a lower rate, but it also locks you in. Ensure the notice period is reasonable (30-90 days is typical for good providers).
“What happens if I want to leave?”
Ask specifically about exit terms. Some providers charge permanent withdrawal fees — a per-box charge to release your boxes back to you. Others charge “extraction” or “termination” fees. Understand the full cost of leaving before you arrive.
About Compliance
“What certifications do you hold?”
Look for ISO 9001, ISO 27001, and EN 15713 at minimum. Ask to see the certificates and verify them with the issuing body. If the provider lists certifications on their website but cannot produce the actual certificates, that is a warning sign.
“Can you provide a Data Processing Agreement?”
This is a legal requirement under GDPR if you are storing documents containing personal data. A provider who does not have a standard DPA ready to share is not prepared for data protection compliance.
“Do you manage retention schedules?”
Some providers simply store boxes until told otherwise. Better providers maintain retention schedules, flag boxes reaching their destruction dates, and manage the review and destruction process with full documentation.
About the Facility
“Can I visit the facility?”
Any reputable provider will welcome a site visit. If they discourage visits or make excuses, ask yourself what they do not want you to see. When you visit, check the fire suppression type, the general condition and cleanliness, access controls, and how staff handle boxes.
Get a Free Quote
Every business is different, so the best way to understand your options is to get in touch with our team. We provide clear, no-obligation advice — usually within the same day.
Call us on 01691 650355 or use the form below.
