Self Storage Streatham Complaints Procedure
This Complaints Procedure explains how customers of Self Storage Streatham can raise concerns about our services, including storage units, ancillary services and any removal-related support we provide. Our aim is to resolve issues promptly, fairly and consistently, while using feedback to improve our operations.
Scope of this Complaints Procedure
This procedure applies to all individual and business customers using our storage facilities and any related handling or removal assistance arranged through us. It covers complaints about customer service, administration, invoicing, site standards, access arrangements, and how we manage your agreement and stored goods. It does not cover disputes that must be handled by insurers, external finance providers, or matters that are already the subject of legal proceedings.
Our Commitment to You
We are committed to treating all complaints seriously and with respect. We will:
Respond to your concerns without unnecessary delay, aim to resolve matters at the earliest possible stage, investigate complaints impartially, explain our decisions clearly and in writing where appropriate, and use the outcome of complaints to review and improve our services, including storage and any associated removal support.
How to Raise a Complaint
If you are dissatisfied with any aspect of our service, you should raise the matter as soon as possible. You can make a complaint verbally on site or in writing. When submitting a complaint in writing, please include your full name, the name on the storage agreement, your unit number if applicable, relevant dates and times, a clear description of the issue, the impact it has had on you or your business, and what outcome you are seeking.
Providing detailed information at the outset helps us investigate your concerns more efficiently and reach a resolution sooner.
Stage One: Informal Resolution
In the first instance, complaints should be raised with a member of the site team. Many issues can be resolved quickly through discussion, clarification of our terms, or practical steps on site. The team member will listen to your concerns, take notes, and attempt to resolve the matter with you, usually within a short timeframe. Where removal support or coordination has been involved, we will also review any relevant records to understand what happened.
If you are satisfied with the explanation or action taken, the complaint will be closed at this stage. If you remain unhappy, you can escalate your concerns to the formal stage.
Stage Two: Formal Written Complaint
If your complaint cannot be resolved informally, or if the matter is more serious, you should submit a formal complaint in writing. Once we receive your written complaint, we will acknowledge it within a reasonable period and confirm that an investigation will take place.
We will appoint an appropriate member of management who was not directly involved in the matter to review your complaint. This may involve checking storage records, access logs, photographs, or any notes made during earlier discussions, including any information relating to handling or removal activities carried out on or near our premises.
We aim to provide a full written response within a reasonable timeframe. If the investigation is likely to take longer due to complexity or the need to gather additional information, we will inform you and provide an updated timescale.
Investigation and Outcome
During the investigation we will review all relevant facts, consider whether our terms and conditions and policies were followed, and assess whether the level of service provided met our standards. Once the investigation is complete, we will set out our findings, any decision we have reached, the reasons for that decision, and any actions we propose to take. Actions may include an explanation or apology, corrective steps on site, service improvements, staff training, or other appropriate remedies in line with our contractual obligations and relevant law.
Stage Three: Escalation and Review
If you are not satisfied with the outcome of the formal investigation, you may request a review. Your request should explain why you are unhappy with the decision and what you believe has not been properly addressed. A senior member of our team will review the handling of your complaint, the evidence considered, and the decision made at Stage Two.
Following this review, we will confirm whether the original decision is upheld, varied, or overturned, and we will explain the reasons for our final position. This will normally conclude our internal complaints process.
Complaints Involving Third Parties
From time to time, services may involve third parties, such as independent removal firms, transport providers, or maintenance contractors. Where your complaint relates partly or wholly to the actions of a third party, we will explain the extent of our responsibility and, where appropriate, liaise with the third party to gather information.
We will tell you which aspects of your complaint we can address directly and which may need to be taken up with the third party or their insurer. We will still aim to support you with clear information and guidance on the next steps available to you.
Time Limits for Raising Complaints
Complaints should normally be raised as soon as possible and within a reasonable time of the issue occurring, so that we can investigate effectively and preserve any relevant evidence. While we will consider complaints raised later, delays may limit the options available for resolution, especially in relation to storage conditions and any removal logistics that may have changed.
Confidentiality and Data Protection
All complaints will be handled in line with our data protection obligations. Information will be shared only with staff or third parties who need it to investigate and resolve your complaint. We will keep records of complaints and outcomes for monitoring and improvement purposes, in accordance with our retention policies.
Use of Complaints to Improve Our Service
We review complaints regularly to identify patterns and areas for improvement. Feedback informs staff training, updates to site procedures, and any changes to how we coordinate with removal and handling services. By following this procedure, you help us maintain and enhance the overall quality, safety and reliability of our storage facilities and related services.
Alternative Options
If, after completing this procedure, you still feel that your concerns have not been addressed, you may wish to seek independent advice, including legal guidance, consumer advice services, or mediation options where appropriate. Any such steps will be separate from this internal complaints process.
