Complaints Procedure for Self Storage Richmond upon Thames
This complaints procedure explains how you can raise concerns about the services provided by Self Storage Richmond upon Thames, including any related removal and transport arrangements connected with your storage. Our aim is to handle every complaint fairly, consistently and as quickly as reasonably possible.
Our Commitment to You
We are committed to providing a reliable, safe and professional storage service, whether you are using a unit for personal possessions, business stock, or as part of a move supported by a removal company. If something goes wrong, or you feel we have not met the standards you expected, we encourage you to tell us so that we can put things right and continually improve our services.
All complaints are taken seriously and are treated with respect. We will investigate your concerns thoroughly, keep you informed of progress, and explain our findings and any actions we intend to take.
What This Procedure Covers
This procedure covers complaints about:
Quality of storage facilities, including access, cleanliness and condition of units.
Customer service, including staff conduct, communication and administration.
Billing, invoicing, payments and account management issues.
Issues arising from the coordination of removal or delivery of goods to or from our storage facility, where these are related to our own services or site arrangements.
This procedure does not cover matters that are already being dealt with by insurers, legal representatives or law enforcement, or disputes that fall outside the services we provide.
How to Make a Complaint
You can make a complaint in writing or in person at our office. Providing your complaint in writing helps us to understand the details clearly and keep an accurate record. Whichever method you choose, please provide as much information as possible so that we can investigate efficiently.
When submitting your complaint, please include:
Your full name and, if applicable, your company name.
Your storage unit reference or account details, if available.
A clear description of what went wrong, including relevant dates and times.
The names of any staff or removal personnel involved, if known.
Any supporting information such as receipts, photographs or correspondence.
Details of how you would like us to resolve the matter, where possible.
Stage One – Initial Review and Response
Upon receiving your complaint, we will record it in our internal complaints log. We aim to acknowledge your complaint within a reasonable time frame, confirming that we have received it and outlining the next steps.
An appropriate member of our team will then review the details of your complaint. This may include speaking with staff, checking access records, reviewing any removal arrangements made through us, and examining relevant documents.
We aim to provide you with a clear written response once the investigation is complete. This response will set out:
Our understanding of your complaint.
What we have investigated and the evidence considered.
Our findings and whether we uphold your complaint in full or in part.
Any actions we will take to resolve the issue, including timescales where applicable.
Where your complaint involves a third-party removal company that you have instructed directly, we will explain which aspects relate to our services and which must be addressed with that company under their own procedures.
Stage Two – Escalation and Further Review
If you are not satisfied with the outcome of the initial review, you may request that your complaint is escalated for a further review. You should do this in writing, setting out why you remain unhappy and what you believe has not been properly addressed.
A more senior member of staff, who was not directly involved in the original decision where possible, will review:
The handling of your initial complaint.
The evidence and reasoning behind the original decision.
Any new information that you have provided.
After this further review, you will receive a written response explaining:
Whether the original decision is upheld, varied or overturned.
The reasons for the decision and any additional findings.
Any further steps we will take to resolve or improve matters.
Timeframes
We aim to handle complaints promptly. Actual timeframes may vary depending on the complexity of the issues and the availability of relevant information or personnel. If we anticipate that our investigation will take longer than usual, we will let you know and provide an updated expected timescale for our response.
Working With Removal and Transport Providers
Many customers use our storage services in connection with moving home or business premises, often involving professional removal or transport companies. Where removal or delivery arrangements are coordinated through our site, we will cooperate with those providers to help clarify access arrangements, timings and any site conditions that may be relevant to your complaint.
If your concern relates solely to the conduct, pricing or performance of an independent removal company that you have contracted directly, we will advise you to follow that company's own complaints procedure. We may still be able to supply factual information about access or booking records held by us, where appropriate and permitted.
Confidentiality and Data Protection
All complaints are handled in line with our obligations under relevant data protection laws. Information you provide will be used only for the purpose of investigating and resolving your complaint, for maintaining our internal records and for improving our services. We will share information internally only with staff who need it to deal with your complaint, and with third parties where this is necessary and lawful, such as insurers or removal providers involved in the matter.
Learning From Complaints
We view complaints as an important opportunity to review and improve our services. When a complaint highlights areas where our storage facilities, customer service or coordination with removal companies can be improved, we will consider appropriate changes to our processes, staff training or site arrangements.
By following this complaints procedure, we aim to resolve issues fairly and transparently while maintaining the high standards of service that customers using Self Storage Richmond upon Thames for storage and related removal needs expect.
