Complaints Procedure for Self Storage St John’s Wood Customers
This Complaints Procedure explains how customers of Self Storage St John’s Wood can raise concerns and how we will respond. It applies to all users of our storage services, including those using our facilities in connection with removals, collections, or deliveries arranged with third-party removal companies.
Our Commitment to Resolving Complaints
We aim to provide a reliable and professional self storage service for personal, business, and removal-related storage needs. If something goes wrong, we want to know about it so that we can put matters right and improve our service. Every complaint will be treated seriously, handled promptly, and reviewed fairly and impartially.
We will always aim to:
Respond in a timely manner, acknowledging your concerns and keeping you informed; investigate complaints carefully using all relevant information; provide a clear explanation of the outcome and any action we will take; use feedback to improve our systems, communication, and customer service.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our self storage services, staff conduct, site facilities, billing, or communication, where a customer expects a response or resolution. This can include, for example:
Concerns about the condition or cleanliness of storage units or common areas; issues arising on move-in or move-out days, including coordination with removal companies; disputes about charges, invoicing, or payment terms; dissatisfaction with how staff have handled an enquiry or request; concerns about access, security procedures, or site rules.
We encourage you to raise any issues as soon as possible so that we can address them quickly, particularly where they could affect your move, collection, or delivery arrangements.
How to Make a Complaint
You can make a complaint in person at the facility or in writing. When making a complaint, please provide as much detail as you can so we can investigate effectively. Helpful information includes:
Your full name and, if applicable, business name; details of your storage unit or contract, such as unit number and dates; a clear description of what went wrong and when it occurred; the names of any staff or third-party contractors involved, if known; any steps that have already been taken to resolve the issue; what outcome or resolution you are seeking, where appropriate.
Where your complaint relates partly to a third-party service, such as a separate removal company, we will consider whether it falls within our responsibility or whether it must be addressed directly with that provider. If we are not responsible, we will explain this clearly and indicate who you may need to contact.
Stage One: Initial Review and Response
Once we receive your complaint, we will log it and arrange for an appropriate member of staff or the site manager to review it. We will aim to acknowledge your complaint promptly and will normally provide an initial response within a reasonable period, explaining:
That we have received your complaint; who is dealing with it; whether we need any further information from you; the expected timescale for a full response.
During this stage, we may contact you for clarification or additional details, especially where the complaint relates to access, security, or coordination with removal services.
Stage Two: Investigation and Outcome
We will then carry out a more detailed investigation. This may include:
Reviewing your storage agreement, account records, and any relevant site documentation; speaking with staff members involved in your booking, move, or day-to-day storage; reviewing any available records, such as access logs or site notes; considering whether other customers or third parties were affected.
Once the investigation is complete, we will send you a clear and reasoned outcome. Where appropriate, this may include:
An explanation or clarification of what happened; an apology, if we have made a mistake or fallen short of our standards; details of any corrective action, such as staff training, process changes, or adjustments to your account; information about any limitations on what we can do, for example where matters are outside our control or within the responsibility of a separate removal company.
We aim to provide a final written outcome within a reasonable and proportionate timeframe, depending on the complexity of the complaint.
Stage Three: Escalation of Your Complaint
If you are dissatisfied with the outcome at Stage Two, you may request that your complaint be reviewed at a higher level. When you ask for an escalation, please explain:
Why you remain dissatisfied with the previous response; any points you feel have not been addressed; any additional information that you have since obtained.
The escalated review will focus on whether the initial investigation was fair, thorough, and reasonable in light of the evidence available. After this review, we will provide a further written response confirming our final position and any additional steps we are prepared to take.
Complaints Involving Third-Party Services
Some customers use our storage facilities together with third-party removal, collection, or delivery services. While we work hard to coordinate smoothly with such services, those companies operate independently from us.
Where a complaint relates to matters under our control, such as unit availability, condition, access hours, or on-site conduct by our staff, we will handle it in line with this procedure. Where an issue relates to the separate actions, pricing, or service quality of a removal company or other third party, we will explain that you may need to raise the matter directly with that provider.
Using Complaints to Improve Our Service
We view complaints and feedback as an important part of maintaining high standards. Regular reviews of complaints help us to:
Identify areas where our storage operations or customer service can be improved; make practical changes to procedures for bookings, move-in and move-out days; enhance our communication with customers and, where applicable, with removal companies; train staff to provide clear, consistent information about our services and terms.
By following this procedure, we aim to deal with complaints fairly and constructively while supporting customers who rely on our facility as part of a wider move or storage arrangement.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information about your complaint will be shared only with those who need it to investigate and respond. We will handle any personal data used in the complaints process in line with our privacy practices and applicable data protection requirements.
