Self Storage Catford Complaints Procedure
This Complaints Procedure explains how you can raise a concern about any aspect of our storage or associated removal and moving services, and how we will respond. Our aim is to resolve issues fairly, promptly and consistently, while using your feedback to improve our services.
Our Commitment to You
We are committed to providing a reliable, safe and professional storage experience, including when we assist with collections, deliveries or removal support. If something goes wrong, we want to know about it. We will take every complaint seriously, investigate it properly and keep you informed throughout the process.
We will treat you with courtesy and respect and we expect the same from customers and any representatives acting on their behalf throughout the complaints process.
What This Procedure Covers
This procedure covers complaints about:
Quality or standard of storage services provided, including access, security and administration.
Conduct, behaviour or professionalism of our staff or contractors, including those helping with moves or transport of goods.
Charges, invoicing, payments or how your account has been managed.
Information we have given you about our services, terms or facilities.
How we have handled a previous complaint.
This procedure does not cover matters that are being handled by insurers, debt recovery processes or complaints that have already been fully reviewed through all stages of this procedure.
Raising a Complaint
You should raise your complaint as soon as possible after the issue arises so that we can investigate effectively. Please clearly explain what has happened, when it occurred and what outcome you are seeking.
You can raise a complaint verbally at our facility or in writing. If you raise a complaint verbally, we may ask you to confirm it in writing so that we can keep an accurate record of the details.
When making your complaint, it is helpful to include:
Your full name and the name on the storage agreement.
Your unit or account reference.
The dates and times of the issue, and who you dealt with, if known.
Any relevant documents, such as quotes, invoices or photographs.
A brief description of what you would like us to do to resolve the matter.
Stage One: Initial Complaint Handling
In the first instance, your complaint will usually be handled by the site team or the member of staff you have been dealing with. They are often best placed to understand what has happened and may be able to resolve the matter quickly.
We will acknowledge your complaint and aim to give you an initial response within a reasonable time frame. This will normally be within five working days, although more complex issues may take longer. If we need more time, we will explain why and let you know when you can expect a further update.
At this stage we may:
Ask you for more information or clarification.
Check our records, including access logs, account notes and any relevant documentation.
Discuss the matter with the staff involved or any third parties where appropriate.
Stage Two: Escalation and Formal Review
If you are not satisfied with the response at Stage One, you can ask for your complaint to be escalated for a formal review. You should do this as soon as you reasonably can, setting out why you are unhappy with the initial response and what, if anything, has changed since you first raised the issue.
Your complaint will then be reviewed by a more senior member of our team who was not directly involved in the original matter wherever possible. They will take a fresh look at your complaint, the information you have provided and the response already given.
During this stage, we may:
Review all correspondence and notes relating to your complaint.
Re-examine any relevant agreements, quotations, photographs or records.
Seek further information from you or from staff members.
Consider whether our procedures were followed correctly and fairly.
We will aim to provide a written outcome to an escalated complaint within a reasonable timeframe, normally within ten working days of escalation. If it is likely to take longer, we will explain the reasons and indicate when you should receive a full response.
Our Response and Possible Outcomes
When we respond to your complaint at the conclusion of our investigation, we will set out:
What we understand your complaint to be about.
The steps we have taken to investigate it.
Our findings and conclusions.
Any proposed resolution or remedial action.
Possible outcomes may include:
An explanation or clarification.
An apology, where appropriate.
Correction of records, documentation or account details.
A goodwill gesture, where justified by the circumstances.
Confirmation that we do not uphold the complaint, with reasons.
Time Limits for Complaints
To help us investigate effectively, we ask that you raise your complaint within six months of the issue occurring or of becoming aware of it. We may still look into complaints raised later than this, but our ability to investigate thoroughly may be limited if records or recollections are no longer available.
Using Representatives
You can ask someone else to act on your behalf during the complaints process, such as a family member, friend or professional adviser. If you do so, we may ask for your written consent to communicate with them about your account and your complaint.
Recording and Using Complaints
We keep a record of all complaints and how they are resolved. This helps us to monitor our performance, identify recurring issues and improve our storage and removal support services. We may review complaints data to adjust procedures, improve staff training and enhance customer information.
Your personal information will be handled in line with our privacy practices and used only for managing your account, dealing with your complaint and improving our services.
Final Position
Once we have fully investigated your complaint and given you our final response at the end of Stage Two, our internal complaints process will usually be considered complete. We will make it clear when we regard the matter as closed and explain any further options that may be available to you, if applicable.
We value all feedback, whether positive or negative, and we appreciate the time you take to tell us about your experience with Self Storage Catford and our associated moving and handling support services. Your comments help us refine how we operate and provide a better service to all our customers.
