Self Storage Maida Vale Complaints Procedure
This Complaints Procedure explains how Self Storage Maida Vale will handle any concerns or complaints you may have about our services. It applies to self storage customers, users of related removal and transport support, and anyone who deals with our team in connection with our facilities.
We aim to provide a professional and reliable service at all times. If we fall short of your expectations, we welcome the opportunity to put things right, learn from what happened, and improve our service.
Our Commitment to You
We are committed to treating all complaints fairly, promptly and consistently. We will:
Listen carefully to what went wrong from your point of view.
Record the details accurately and keep your information secure.
Investigate the matter impartially and, where appropriate, speak to all parties involved.
Explain our findings in clear language and outline any steps we will take to resolve the issue.
Use feedback from complaints to review our processes for storage units, site access, billing, and any associated removal arrangements to and from our facility.
What This Procedure Covers
This procedure covers complaints relating to:
Customer service provided by our staff or representatives.
Information given to you about unit sizes, prices, terms and conditions, or access.
Issues with move-in, move-out or ongoing access to your storage unit.
Concerns about how we coordinate with third parties assisting with moving items to or from our storage site.
Billing, payment queries or fees that you believe have been applied incorrectly.
Health and safety issues on our premises, including the condition and security of the site.
If your concern relates to an entirely separate organisation, we will let you know and, where possible, advise you who you may need to contact.
How to Make a Complaint
You can raise a complaint in person at our facility or in writing. When you contact us, please provide:
Your full name and the name the storage agreement is held under, if different.
Details of your storage unit or agreement so we can locate your account.
A clear description of what went wrong, including relevant dates and times.
The names, if known, of any team members or contractors involved.
Any evidence you feel is relevant, such as copies of documents or descriptions of items stored or moved.
What outcome you are seeking, for example an explanation, correction of records, or a review of charges.
We encourage you to raise concerns as soon as possible after the issue occurs. This helps us investigate more effectively, especially where the matter involves time-specific activities like access slots, movement of goods or coordination with transport providers.
Stage One: Informal Resolution
Many issues can be resolved quickly and informally. In the first instance, please speak with a member of staff at our facility. They will listen to your concern, review the situation and attempt to resolve it with you there and then.
Where an immediate solution is not possible, the staff member will explain what they need to do next, such as checking records or discussing the issue with a supervisor. They will tell you when you can expect a further response.
Stage Two: Formal Complaint
If your complaint cannot be resolved informally, or you are not satisfied with the response at Stage One, you may ask for your complaint to be treated as a formal complaint.
When we receive a formal complaint, we will:
Acknowledge receipt and confirm that we are investigating.
Review your account records, storage agreement and any relevant correspondence.
Speak to any staff or contractors involved in handling your storage or associated movements of goods.
Assess whether our policies and terms have been followed.
We aim to provide a full written response within a reasonable time from the date we receive your formal complaint. If we are unable to respond within this timeframe, we will let you know and explain why more time is needed.
Our Response and Possible Outcomes
Once our investigation is complete, we will write to you with:
A summary of your complaint and the issues we considered.
The findings of our investigation, including any evidence we relied on.
Our decision and the reasons for it.
Details of any actions we will take, which may include:
Offering an apology and explanation.
Correcting records, charges or invoices where appropriate.
Taking reasonable steps to improve processes, staff training or communication, including how we coordinate with removal or transport providers using our facility.
Where we do not uphold your complaint, we will explain why and reference the relevant parts of your agreement or our policies.
If You Remain Dissatisfied
If, after receiving our formal response, you remain unhappy with the outcome, you can contact us again to explain why you disagree with our findings. We may arrange for a more senior member of the team, who has not previously been involved, to review the matter.
We will consider any new information you provide, review the original investigation and confirm whether we are able to change our decision. We will then issue a final response setting out our position.
Confidentiality and Data Protection
All complaints will be handled with respect for your privacy. Information will only be shared with those who need it to investigate and respond. We will store complaint records securely and in line with applicable data protection principles.
We may use anonymised information from complaints to assess trends and improve our services, including the way we manage site access, security, storage processes and coordination with moving activities.
Accessibility and Support
We want our complaints process to be accessible to all customers. If you need assistance in raising or explaining your complaint, or if you require information in an alternative format, please let us know. We will do our best to provide reasonable support so that you can take part fully in the process.
This Complaints Procedure is intended to give clarity and reassurance about how we handle concerns. It does not affect your legal rights or any rights set out in your storage agreement.
