Self Storage Tooting Complaints Procedure
Self Storage Tooting is committed to providing a dependable and professional service for all customers using our storage units and related removal support. We recognise that occasionally things can go wrong. When this happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, fair and consistent process for dealing with complaints about our services. This includes issues related to storage units, access arrangements, billing, customer service, and any associated help we provide in connection with removals or transport to and from our facility.
We aim to resolve complaints as quickly and informally as possible. Where a matter cannot be resolved informally, this procedure sets out our formal process and the stages your complaint will go through.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you feel that:
You have not received the level of service you expected; An agreement, instruction, or booking for storage or related removal support has not been followed; You believe that a member of our team has acted in a way that is unprofessional or unfair; There is a problem with our facility, processes, or terms that has affected you negatively.
You do not have to use any special wording to make a complaint. If you tell us that you are unhappy and want us to look into something, we will treat it as a complaint and follow this procedure.
How to Make a Complaint
You can make a complaint in person at our reception, by letter or through our online contact channels. Please provide as much detail as possible, including:
Your full name and, if applicable, your unit or account reference; A clear description of what has happened; Relevant dates and times; Any staff members or third-party services involved, such as removal teams you have dealt with through us; What outcome you are seeking, for example an explanation, apology, correction, or compensation.
If someone else is raising a complaint on your behalf, we may need your written permission before we can discuss account details with them.
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with a member of our on-site team as soon as possible. Many issues can be resolved quickly at this stage, particularly those relating to access, billing queries, or arrangements where storage and removal timings must be coordinated.
The team member will listen to your concerns, make notes, and try to resolve the matter straight away. If they are unable to do so, they will refer your complaint to a more senior colleague for consideration. We aim to respond to informal complaints within a reasonable period, typically within a few working days, depending on the complexity of the matter.
Stage Two: Formal Written Complaint
If you are not satisfied with the outcome at Stage One, or if the issue is too serious or complex to be resolved informally, you may submit a formal written complaint. When we receive a formal complaint, we will:
Acknowledge receipt within a reasonable period, confirming that we have logged your complaint; Assign your complaint to a manager who will be responsible for investigating it; Tell you if we require any further information or evidence from you.
The manager will review relevant documents, booking records, storage agreements, and, where relevant, any notes relating to associated removal or transport arrangements. They may contact you to clarify details or to discuss potential solutions.
We will provide a written response once the investigation is complete. This response will explain our understanding of the complaint, the findings of our investigation, and any action we propose to take, such as correcting an error, changing a process, offering an apology, or, where appropriate, considering compensation.
Stage Three: Review of the Decision
If you remain dissatisfied after receiving our formal response, you can request a review of the decision. You should do this in writing, explaining why you disagree with the outcome and what you believe has not been properly addressed.
Where possible, your complaint will be reviewed by a senior member of our team who was not directly involved in the initial investigation. They will consider:
Whether the correct procedures were followed; Whether all relevant information was taken into account; Whether the outcome was reasonable in light of the evidence.
Following the review, we will send you a final written response. This will confirm our final position on your complaint and set out any further actions we will take. Once this stage is complete, we will consider the matter closed from our perspective.
Timescales
We aim to deal with complaints promptly and fairly. Actual timescales will depend on the nature and complexity of your complaint and whether third parties, such as a removal firm engaged by you, need to be contacted for information.
If we are unable to respond within our usual timeframes because an issue is particularly complex or requires further investigation, we will let you know and provide an estimate of when you can expect a full reply.
Confidentiality and Data Protection
All complaints are handled in confidence. Information will only be shared with those who need it to investigate and resolve your complaint. We handle personal information in line with applicable data protection requirements and retain complaint records for an appropriate period for monitoring and quality assurance.
Using Complaints to Improve Our Service
We take all complaints seriously and use them as an opportunity to review and improve how we operate. Feedback about any aspect of our services, including coordination with removal services, storage procedures, facility access, or communication, may lead to updated training, improved processes, or changes in our customer information.
By following this Complaints Procedure, we aim to ensure that your concerns are listened to, investigated fairly, and resolved wherever possible to your satisfaction.
