Complaints Procedure for Self Storage Stockwell Customers
Self Storage Stockwell is committed to providing a reliable, secure and professional service for storage customers and clients using associated removal or transport services. If something goes wrong, we want to hear about it and put it right as quickly as possible. This complaints procedure explains how you can raise a concern, how we will respond, and what you can do if you remain dissatisfied.
1. Purpose of this complaints procedure
The purpose of this procedure is to give all customers a clear and fair route to raise complaints about any part of our service. This includes issues relating to storage units, access, billing, contracts, customer service, and any removal or collection arrangements that we have helped to organise. We use all feedback and complaints to improve our services and prevent similar problems in the future.
2. What is a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you ask us to investigate and respond. Examples include concerns about how your goods have been handled, the conduct of staff, removal or transport timings, storage conditions, invoicing, or the information you were given when you set up or changed your agreement.
3. How to make a complaint
You can raise a complaint in any of the following ways:
In person at our reception during normal opening hours, so that a member of the team can listen to your concerns and take details.
In writing, by sending us a letter marked clearly as a complaint. Written complaints should include your full name, storage unit or account reference if applicable, dates and times of the issue, and a clear description of what went wrong.
Through any other contact method you normally use with us, such as via our online enquiry channels where available. Please clearly state that you wish to make a complaint so that it can be handled under this procedure.
When making a complaint, please provide as much relevant information as possible, including any supporting documents or photographs. This helps us to investigate efficiently, especially where goods have been moved by a removal service on your behalf.
4. Our complaints handling stages
We aim to resolve most issues quickly and informally at the first point of contact. Where this is not possible, your complaint will follow our formal stages.
Stage 1: Frontline resolution
Many complaints can be resolved by the team member you first speak to. They will listen carefully, clarify the issue, and try to resolve it immediately, for example by explaining what has happened, correcting an error, or arranging a practical solution such as a revised access time or reviewing removal arrangements.
If you are satisfied with the explanation or solution, we will record the outcome and no further action is needed.
Stage 2: Formal written complaint
If your complaint cannot be resolved at Stage 1, or if you prefer a formal response, it will be treated as a formal written complaint. At this stage:
We will acknowledge your complaint and confirm that it is being investigated under our complaints procedure.
A manager or senior member of staff, not previously involved in the matter wherever possible, will review the details of your complaint and the information we hold.
They may contact you to clarify any points, ask for additional documents, or request further details about any removal or transport providers involved.
We will aim to provide a full written response within a reasonable timeframe. If we need longer due to the complexity of the case or because we are waiting for external information, we will explain the reason for the delay and provide an updated timescale.
5. Investigation process
During our investigation, we may review account records, booking details, access logs, CCTV images where available, staff statements, and any relevant documents or photographs you provide. Where your complaint involves removal or transport services linked to our storage facilities, we may also review the arrangements we made with you and any information shared with third parties.
Our aim is to establish what happened, why it happened, and what should be done to resolve the issue and reduce the risk of it happening again.
6. Outcomes and remedies
After investigating your complaint, we will write to you with our findings and any proposed actions. Possible outcomes may include:
An explanation or clarification, if something has been misunderstood.
An apology where things have gone wrong.
Taking corrective action, such as updating records, amending invoices, or improving communication about storage or removals processes.
Offering a practical solution where possible, for example adjusted access arrangements or alternative storage options.
Considering any other reasonable steps appropriate to the circumstances of your case.
Where our terms and conditions apply to the issue raised, we will refer to those clearly in our response.
7. If you remain dissatisfied
If you are not satisfied after our formal written response, you may request that your complaint is reviewed by a senior manager or director. You should explain why you remain dissatisfied and what outcome you are seeking.
The senior reviewer will consider the handling of your complaint, the evidence available, and whether our response and conclusions were fair and reasonable. They may decide to uphold our original decision, change it, or take further steps. We will then provide you with a final response.
8. Complaints involving third party services
Some customers use separate removal or transport firms to move goods into or out of storage. Where these arrangements are made directly between you and an independent company, that business will usually be responsible for handling complaints about its own services.
Where we have helped to coordinate a removal or collection service, we will review our part in those arrangements in line with this procedure and, where appropriate, liaise with the third party. However, we cannot guarantee the outcome of any complaint handled by a separate company and will explain clearly which organisation is responsible for each aspect of your concern.
9. Confidentiality and data protection
All complaints are handled sensitively. Information about your complaint will only be shared with staff or third parties who need it in order to investigate and respond. We will handle all personal information in line with our data protection obligations and store complaint records securely for an appropriate period.
10. Learning from complaints
We treat every complaint as an opportunity to review our procedures, staff training and communication. Trends and recurring issues are monitored so that we can improve our storage services and the way we coordinate any associated removal or transport support. Our goal is to make it straightforward for you to store and move your belongings with confidence and to resolve any problems in a professional and timely manner.
