Complaints Procedure for Self Storage Kentish Town Customers
This complaints procedure explains how customers of Self Storage Kentish Town can raise concerns about our services, including storage units and related removal or transport support. We aim to resolve all issues quickly, fairly, and transparently, while using feedback to improve our services.
Our Commitment to Customers
We are committed to providing a reliable and professional service across all storage and removal-related activities. If something goes wrong, we want to know. Your complaint helps us put things right and prevent similar issues from happening again.
We will treat every complaint seriously, handle it with respect and confidentiality, and seek a practical solution wherever possible. We will also explain our decisions clearly so you understand the outcome and any next steps.
What This Procedure Covers
This procedure applies to complaints about:
Quality, safety or suitability of our storage facilities, including access, cleanliness and security arrangements.
Customer service you have received, whether in person at our storage site, over the phone or through any written communication.
Issues relating to booking, charges, billing, deposits, cancellations or termination of storage agreements.
Concerns linked to removal or transport services that have been coordinated through our team as part of your storage or relocation arrangements.
This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall solely under the responsibility of third-party contractors with whom you have contracted directly. However, even in those situations, we will still consider feedback to improve how we coordinate services.
How to Make a Complaint
You can make a complaint in person at our premises or in writing. If you raise an issue verbally, we may ask you to confirm the details in writing so there is a clear record of what has happened and what outcome you are seeking.
When submitting a complaint, please include the following information wherever possible:
Your full name and, if relevant, your storage unit or account reference.
The dates and times of the incident or issue you are complaining about.
A clear description of what went wrong, including any impact on your belongings, your schedule or your costs.
The names or roles of any staff, drivers or representatives involved, if known.
Copies of any supporting documents you may have, such as booking confirmations, invoices, photographs or written correspondence.
Details of what you would consider a reasonable resolution, for example an explanation, correction, apology or review of charges.
Initial Review and Acknowledgement
Once we receive your complaint, we will record it in our internal system and assign it to an appropriate member of staff for review. We will aim to acknowledge your complaint promptly and to confirm that we are looking into the matter.
During the initial review, we may contact you to clarify details, request additional information or discuss your expectations. This helps us ensure we fully understand the situation before reaching any conclusions.
Investigation of Your Complaint
Our investigation will be proportionate to the nature and seriousness of the issue raised. It may involve:
Reviewing your account records, storage agreement and any booking or removal notes.
Checking access logs, CCTV coverage or site records where relevant to the complaint.
Speaking with members of staff or representatives who were involved in your storage or removal arrangements.
Examining any damage reports, delivery notes or documentation related to transport or handling of your goods.
We aim to complete our investigation and provide you with a full response within a reasonable timeframe. If the issue is complex or requires more time, we will update you and let you know when you can expect a further response.
Our Response and Possible Outcomes
Once we have finished our investigation, we will write to you setting out:
What we have understood from your complaint.
What steps we took to investigate the matter.
Our findings and conclusions.
Any actions we propose to take to resolve or address the issue.
Possible outcomes may include an explanation, an apology, corrective action on site, a review of internal procedures, or where appropriate, a review of charges or compensation in line with your contract and applicable law. Any financial remedy will always be considered in the context of your storage agreement, the level of cover in place and the specific circumstances of your case.
If You Are Not Satisfied with the Outcome
If you feel that your complaint has not been resolved satisfactorily, you may ask for a further review. In that case, a more senior member of our team, who was not directly involved in the original decision, will reassess the complaint, the investigation and the response provided.
They may contact you to obtain more detail or clarification before reaching a final view. After this review, we will write to you with our final position on your complaint and explain the reasoning behind it.
Using Feedback to Improve Our Service
We record and monitor all complaints relating to our storage and removal-related services. This allows us to identify recurring issues, trends and opportunities to improve how we operate, from on-site procedures and security protocols to booking processes and customer communication.
Where a complaint highlights a weakness in our systems, we will take reasonable steps to address it, which may include staff training, process changes or improvements to documentation. Our goal is to make our storage and supporting services more reliable, efficient and straightforward for all customers.
Confidentiality and Data Protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, monitoring our performance and meeting any legal or regulatory obligations. We will handle your personal information in line with our data protection obligations and internal policies.
Review of This Complaints Procedure
We keep this complaints procedure under regular review to ensure it remains clear, effective and appropriate for our storage and removal-related services. Any updates will apply to complaints raised after the date of publication of the revised procedure.
By using our services, you agree that any concerns will be raised in line with this procedure so that we have a fair opportunity to investigate and resolve them. We appreciate your cooperation and the time you take to help us maintain and improve the quality of our services.
