Complaints Procedure at Self Storage Wandsworth
This complaints procedure explains how Self Storage Wandsworth handles concerns and complaints about our self storage facilities and any associated removal or transport services arranged through us. Our aim is to resolve issues fairly, consistently, and as quickly as possible, while using your feedback to improve how we operate.
Our Commitment to You
We are committed to providing a reliable, safe and professional storage experience for all customers, including those using our facility as part of a wider home or office move. If something goes wrong, we want to know so that we can put it right and prevent similar issues in future.
We will always:
Listen carefully to your concerns, treat you with respect and courtesy, keep your complaint confidential where appropriate, investigate the facts thoroughly and impartially, and provide clear explanations of our findings and decisions.
What This Procedure Covers
This procedure covers complaints about:
The quality or delivery of our self storage services, including access, security, billing and customer support; any removal, collection or delivery services that have been booked with us as part of your storage arrangements; the conduct of our staff and appointed representatives; and how we have applied our terms and conditions to your account.
This procedure does not cover disputes that are solely between you and a third-party company you have instructed independently of us, or matters that are already the subject of legal proceedings or insurance claims.
Raising a Concern Informally
We encourage you to raise any concern informally at the earliest opportunity. Many issues can be resolved quickly by speaking to a member of our team at the storage facility. Explain what has happened, when it occurred, and how it has affected you. If your concern relates to a removal or transport service linked to your storage unit, please provide the date of the move, the name under which the booking was made, and a brief description of the issue.
Our staff will aim to resolve informal concerns immediately or within a short time frame. If you are not satisfied with the outcome, or if the matter is more serious, you can make a formal complaint as set out below.
How to Make a Formal Complaint
If you wish to make a formal complaint, please set out your concerns in writing. Written complaints help us to review the facts accurately and maintain a clear record of the issues raised. When submitting your complaint, please include:
Your full name and the name on the storage agreement, your unit number or booking reference, relevant dates and times, a clear description of what went wrong, including any impact on your moving or storage plans, details of any staff or contractors involved, if known, and what outcome or resolution you are seeking.
We recommend submitting your complaint as soon as possible after the issue arises, so that we can investigate while the details remain clear and evidence is readily available.
Acknowledgement and Initial Assessment
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable time frame. The acknowledgement will confirm that we have received your complaint, explain who is handling the investigation, and provide an estimated time scale for our response.
We will then carry out an initial assessment to determine the key issues and the information needed. This may include reviewing your account history, examining access records, inspecting storage areas if relevant, and contacting any staff or contractors involved, including removal teams where appropriate.
Investigation and Response
During the investigation we may need to contact you to request further information or clarification. Providing prompt and accurate details will help us to complete our enquiries more efficiently. We may also ask you to share any photographs, inventories, or paperwork relating to your storage or removal arrangements.
Once our investigation is complete, we will send you a written response that sets out the findings of our review, the decision we have reached, the reasons for that decision, and any steps we will take to resolve the matter or improve our services.
Where your complaint is upheld, we will aim to offer a fair remedy. Depending on the circumstances, this may include an explanation or apology, service improvements, or appropriate corrective actions in line with our terms and conditions.
Escalating Your Complaint
If you are not satisfied with the outcome of the initial investigation, you may ask for your complaint to be reviewed at a higher level within our organisation. When requesting an escalation, please explain why you are unhappy with the original decision and identify any information that you believe has not been properly considered.
The escalated review will normally be carried out by a senior member of staff who was not directly involved in the original investigation. They will re-examine the evidence, consider any new information you provide, and decide whether the original outcome should be upheld, varied or overturned. You will receive a further written response confirming the result of this review and our final position.
Time Limits and Records
We aim to handle complaints as efficiently as possible while still conducting a thorough review. Complex issues, such as those involving large storage consignments or multiple removal visits, may take longer to investigate. If we anticipate any significant delay, we will let you know and keep you informed of progress.
We keep records of all complaints in order to monitor performance, identify recurring issues and improve our services. These records are handled in line with our data protection obligations and are not used for marketing purposes.
Using Feedback to Improve Our Services
Every complaint, whether related to self storage, access arrangements, billing, or the coordination of removal services, is treated as valuable feedback. We regularly review complaints data to identify trends and training needs, improve our procedures, clarify information provided to customers at the time of booking, and strengthen how we coordinate with any third-party service providers associated with your storage.
By following this complaints procedure, we aim to resolve individual issues fairly and to maintain high standards of service for all customers who rely on Self Storage Wandsworth when moving, storing and managing their belongings.
