Self Storage Brixton Complaints Procedure
This complaints procedure explains how customers of Self Storage Brixton can raise concerns about our services, including storage units and related removal or transport support, and how those concerns will be managed. Our aim is to resolve issues quickly, fairly and consistently, while using your feedback to improve our operations.
Our commitment to customers
Self Storage Brixton is committed to delivering reliable storage and associated services to individuals, households and businesses. We recognise that, on occasion, things may not go as expected. When this happens, we want to know about it so that we can put matters right where possible and prevent similar issues from occurring again.
We will handle all complaints in line with the following principles:
We will treat you with respect and courtesy at all times.
We will listen carefully to understand your concerns.
We will respond promptly and keep you updated on progress.
We will handle your complaint impartially and objectively.
We will aim to provide clear reasons for any decisions made.
What this procedure covers
This procedure applies to complaints about:
The standard of storage services provided, including access, cleanliness, condition or suitability of units.
The conduct or professionalism of our staff, contractors or representatives.
Issues connected to the booking, coordination or handling of collections, deliveries or removal support linked to your storage unit.
Billing, invoicing, payment processing or account management concerns.
Communication, information provided or the way a previous concern has been handled.
This procedure does not cover matters that are already the subject of legal proceedings, insurance claims that are being handled by an insurer, or disputes about issues that fall outside our contractual responsibilities.
How to make a complaint
You can raise a complaint in person at our premises or in writing. Please provide as much detail as possible so that we can investigate effectively. Where relevant, include:
Your full name and the name on the storage agreement, if different.
Details of your storage unit or booking reference.
A clear description of what went wrong, including dates and times where known.
The names of any staff or contractors involved, if known.
Any supporting information, such as photographs, documents or correspondence.
What outcome you are seeking, for example an explanation, correction, apology or specific action.
If your complaint relates to removal or transport services associated with your storage booking, please describe the type of service arranged, the collection and delivery dates, and any issues with timing, handling, loading, unloading or condition of goods.
Stage one: informal resolution
Wherever possible, we encourage you to raise your concern with a member of staff at the earliest opportunity. Many problems can be resolved quickly at this informal stage, especially where there are misunderstandings about access, paperwork, charges, or arrangements for collections and deliveries.
Our team will listen to your concern, review the situation and aim to offer an immediate explanation or solution. If you are satisfied with the outcome, the matter will be considered resolved. Even at this stage, we will record the complaint internally to help us identify trends and improve our service.
Stage two: formal complaint
If your concern cannot be resolved informally, or you prefer a formal review, you may make a formal complaint in writing. Once we receive your complaint, we will:
Acknowledge receipt within a reasonable timeframe.
Review the details you have provided and clarify any points if needed.
Check relevant records, such as agreements, access logs, invoices, driver notes or removal schedules.
Speak to any staff, drivers or contractors directly involved where appropriate.
We will aim to provide a written response once our investigation is complete. This response will explain the findings, set out any actions we propose to take, and detail any remedies offered where applicable.
Stage three: further review
If you remain dissatisfied after receiving our formal response, you can request a further review. In doing so, please explain why you are unhappy with the outcome, what you believe has not been addressed, and what resolution you are seeking.
Where practicable, your complaint will be reviewed by a senior member of our team who was not directly involved in the original decision. They will consider the original complaint, the investigation already carried out and any new information you provide. After this review, we will write to you with our final position.
Timescales
We aim to handle all complaints as promptly as possible. Actual timescales may vary depending on the complexity of the matter, particularly where there are multiple parties involved, such as external removal teams or third-party drivers. If we anticipate that an investigation will take longer than expected, we will let you know and provide an updated timeframe.
Confidentiality and data protection
All complaints are handled in confidence. Information about your complaint will only be shared with those who need it for the purposes of investigating and resolving the issue, or where we are required to disclose information by law. We will handle your personal data in accordance with applicable data protection requirements.
Using complaints to improve our services
Every complaint gives us an opportunity to improve. We regularly review complaint records to identify recurring issues or trends, including matters related to storage facility access, customer communication, billing clarity and coordination with removal or transport services. Where appropriate, we update our processes, staff training and customer information to reduce the likelihood of similar issues arising in the future.
Reasonable behaviour
We understand that making a complaint often follows a frustrating experience. Our staff will always try to assist you calmly and professionally, and we ask that you treat our team with the same respect. We may limit or redirect communication where behaviour is abusive, threatening or persistent in a way that prevents us from dealing fairly with your concerns.
Accessibility
If you need help to make a complaint or to explain your concerns, please let us know. We will do our best to support you, for example by assisting you to set out your complaint clearly or by discussing it in person if this is easier for you. Our goal is to make sure that all customers, including those using our storage and any associated removal or transport arrangements, can access this procedure and have their concerns heard.
This complaints procedure is kept under regular review to ensure it remains clear, fair and effective for all Self Storage Brixton customers.
