Complaints Procedure for Self Storage Kingston upon Thames
This Complaints Procedure explains how you can raise concerns about our self storage services and associated removal support, and how we will respond. Our aim is to resolve issues quickly, fairly and consistently, while using your feedback to improve our service for all customers.
1. Purpose of this procedure
The purpose of this procedure is to provide a clear and accessible route for customers to complain about any aspect of our service, including storage units, access arrangements, customer service and any related removal or transport assistance we help to coordinate. It sets out the steps we will take when dealing with a complaint and the standards you can expect from us.
2. Who this procedure applies to
This procedure applies to all individual and business customers who use our storage facilities or associated removal support connected with our Kingston upon Thames location. It also applies to prospective customers who have had direct dealings with our team, such as during bookings, quotations or enquiries.
3. What we consider 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:
Service quality and condition of storage units
Security, access or handling of your stored goods
Conduct, attitude or communication of our staff or contractors
Issues linked to removal, loading, unloading or transport arranged in connection with your storage
Invoicing, charges or clarity of information about our services
We treat all complaints seriously, whether they are minor issues or more complex matters.
4. How to make a complaint
You can make a complaint in person at our office, by letter or by using any contact form we provide. When making a complaint, please give as much information as possible, including:
Your full name and any relevant account or booking details
Dates and times of the issue, where known
A clear description of what went wrong
Names or descriptions of staff, contractors or removal teams involved, if applicable
Any evidence you wish us to consider, such as photographs or documents
What outcome you are seeking, such as an explanation, apology, correction or compensation
The more detail you provide, the easier it will be for us to investigate thoroughly and respond promptly.
5. Our complaints handling stages
Stage 1: Informal resolution
Where possible, we aim to resolve issues straight away at the point they arise. You may raise your concern with a member of our team at the facility or with your usual contact. Many concerns can be resolved quickly by clarification, on-site checks or immediate action.
If you are not satisfied with the response or prefer to make a formal complaint, you can progress to Stage 2.
Stage 2: Formal complaint
When you make a formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable time frame
Record the details in our complaints log
Assign the matter to an appropriate manager to investigate
The manager will consider all available information, which may include speaking with staff, reviewing CCTV where appropriate, checking storage records, reviewing removal or transport arrangements connected with your booking and examining relevant correspondence.
We will then provide a written response setting out:
Our understanding of your complaint
The steps we have taken to investigate
Our findings and any decision we have reached
Any actions we will take to put matters right or improve our service
We aim to respond in full as promptly as we reasonably can, taking into account the complexity of the issue and the need to investigate fairly.
Stage 3: Escalation
If you are unhappy with the formal response, you may ask for your complaint to be reviewed by a senior member of our management team. Please explain why you remain dissatisfied and what you would like us to reconsider.
The senior reviewer will re-examine the complaint, the investigation and the outcome reached. They may contact you for more information or clarification. Following this review, we will provide a final written response that confirms whether we uphold, partly uphold or do not uphold your complaint and explain the reasons for our decision.
6. Timescales
We aim to acknowledge complaints and provide full responses as quickly as we reasonably can. Where a matter is complex or requires more detailed investigation, we will keep you updated on progress and advise you if we need more time.
7. Our commitment to fairness
We will handle all complaints impartially and with respect. Raising a complaint will not affect your right to use our storage facilities or any associated removal support services. We expect our staff and customers to communicate courteously throughout the process.
8. Confidentiality and data protection
Information you provide when making a complaint will be treated as confidential and will only be shared with those who need it to investigate and resolve the issue. We will handle all personal data in line with our data protection obligations and store complaint records securely.
9. Learning from complaints
Complaints help us identify where our storage operations, customer service and any related removal support can be improved. We regularly review complaint outcomes, look for recurring issues and take action to improve our systems, staff training, communication and on-site processes.
10. Alternative steps you may take
If, after following this procedure, you feel that your concerns remain unresolved, you may wish to seek independent advice regarding your options. This may include contacting a consumer advice body, taking legal advice or exploring dispute resolution options that may be available to you.
11. Review of this procedure
We keep this Complaints Procedure under regular review to ensure it remains clear, fair and effective for customers using our self storage and any associated removal support services in and around Kingston upon Thames. Updated versions will apply from the date they are published.
