Self Storage Edgware Complaints Procedure
Self Storage Edgware is committed to providing a professional and reliable service for all customers using our storage and associated services, including those using our facilities in connection with removals and relocation. We aim to resolve any issues quickly, fairly, and consistently. This Complaints Procedure sets out how you can raise a concern, how we will deal with it, and what you can do if you are not satisfied with the outcome.
Purpose and scope of this procedure
This procedure applies to all customers of Self Storage Edgware, including individuals, families and businesses using our storage units, and customers who use our premises as part of a wider moving or removal arrangement. It covers complaints about our customer service, contracts and documentation, storage access and security, billing and payments, and the conduct of our team while providing services on or connected to our site.
This procedure does not cover disputes that relate solely to third party removal companies or other independent contractors who are not employed or directly managed by Self Storage Edgware. In such cases, you may need to contact those companies directly, although we will always try to assist and clarify where our responsibilities begin and end.
What we consider a complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you would like us to investigate and respond. This could include, for example, concerns about how your account has been handled, delays or problems with access to your unit, the condition or cleanliness of storage areas, the conduct of our staff while assisting with loading or unloading, or the way we have communicated with you regarding prices, renewals or notices.
How to raise a complaint
You can raise a complaint in person at our reception, in writing, or by using any standard contact method provided on our main customer documents. When contacting us, please provide your full name, storage unit or account reference, a clear description of what has happened, relevant dates and times, and what you would like us to do to put things right. The more detail you can give us, the easier it will be for us to investigate your concerns thoroughly.
If your concern relates to a removal or moving service that operated from, to, or via our facility, please also let us know the name of the removal firm, the date of the move, and what you believe relates to our service rather than the third party. This helps us separate issues that are our responsibility from those we cannot control.
Stage one: informal resolution
In the first instance, we encourage you to speak directly with a member of our on-site team. Many concerns can be resolved quickly and informally, for example by clarifying terms, correcting an administrative error, or arranging a practical solution such as revised access arrangements. Our team will listen to your concern, take notes where necessary, and aim to provide an immediate response or resolution.
If your complaint cannot be resolved straightaway, the staff member will pass it to the appropriate supervisor or manager, who will aim to respond as soon as reasonably possible. We will normally try to resolve informal complaints within a few working days.
Stage two: formal complaint
If you are not satisfied with the informal response, or if the matter is more serious or complex, you may wish to make a formal complaint. Please state clearly that you are making a formal complaint and set out all relevant information, including any previous attempts to resolve the issue informally. A manager will acknowledge receipt of your formal complaint within a reasonable timeframe and will confirm that an investigation is taking place.
During the investigation we may contact you for further information, ask for documents such as invoices or photographs, or request a written account of events from staff members who were present. For issues involving removal-related activities on our premises, we may review CCTV where available and appropriate, and we may also liaise with any relevant third party to clarify facts.
Our investigation and response timescales
We aim to complete our investigation and provide a full written response within a reasonable period, taking into account the complexity of the complaint. In most cases this will be within 28 days from the date we receive your formal complaint. If we anticipate that it will take longer, we will let you know and explain why, along with an updated timescale.
Our response will summarise the issues you raised, the steps we have taken to investigate, our findings, and any actions we will take as a result. Where we uphold your complaint, we will seek to offer a fair outcome which may include an explanation, an apology, corrective action, or other appropriate remedy in line with our contractual obligations and policies.
If you remain dissatisfied
If you are unhappy with the outcome of your formal complaint, you may request that your case is reviewed by a more senior manager. When doing so, please clearly state why you disagree with our findings or proposed resolution, and provide any additional information you feel has not been considered.
The senior review will focus on whether the complaint was handled fairly, whether all relevant facts were considered, and whether the outcome was reasonable. Following this review, you will receive a final response setting out our position. This will normally conclude our internal complaints process.
Complaints involving third party removal companies
Some customers use our storage units alongside services provided by independent removal companies. While we always seek to cooperate with such companies to support a smooth move, we are not responsible for their actions, pricing, scheduling, or handling of goods outside our direct control.
If your complaint involves both our services and those of a removal company, we will investigate any aspect relating to our facility, contract, and staff. We may, where appropriate, provide information that can assist you in raising your concerns with the removal company. However, we cannot determine or enforce outcomes on their behalf.
Our commitment to fairness and improvement
We treat all complaints seriously and handle them in a professional, respectful and non-discriminatory manner. Your complaint will not affect the way we otherwise provide services to you. We also use feedback and complaints as an opportunity to improve our storage and associated services, including the way we coordinate with removal providers who use our site.
Where our investigation indicates that processes, training or communication can be improved, we will take appropriate steps to prevent similar issues arising in future. This may include updating staff guidance, reviewing signage and written materials, or revising aspects of our customer journey for those moving goods into or out of storage.
Confidentiality and data protection
All complaints are handled with appropriate confidentiality. Information you provide will be used only for the purpose of investigating and resolving your complaint, administering your account, and meeting any legal or regulatory obligations. We will store and manage your personal data in line with our data protection policies and relevant legislation.
By following this Complaints Procedure, we aim to ensure that all customers of Self Storage Edgware, including those using our facility as part of a removal or relocation, can feel confident that their concerns will be heard and addressed in a clear and structured way.
