Self Storage Hampstead Complaints Procedure
This Complaints Procedure explains how Self Storage Hampstead will handle any concerns or complaints you may have about our services. It applies to all customers using our self storage facilities and related services, including customers who use our facilities as part of a wider move or removal arrangement.
Our commitment to you
Self Storage Hampstead aims to provide a reliable, secure and professional service at all times. We recognise, however, 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, review how we work and improve our services.
We are committed to treating every complaint seriously, investigating it fairly and responding within reasonable timescales. You will be treated with courtesy and respect throughout the process.
What is a complaint
A complaint is any expression of dissatisfaction about our self storage services or related activities where you expect a response. This may include, for example, concerns about customer service, billing, access arrangements, storage unit condition, or the handling of items arriving from or going to a removal service.
We encourage you to raise any issues as soon as possible so that we have the best opportunity to resolve them quickly.
How to raise a complaint
You can raise a complaint in person at our facility or in writing. Please clearly mark your communication as a complaint so that it can be directed to the appropriate person. When submitting your complaint, it is helpful if you include:
• Your full name and the name on your storage agreement
• Your unit number and any relevant account reference
• A clear description of what has gone wrong
• When the issue occurred and who you spoke with, if applicable
• Any relevant documents, such as invoices or agreements
• How you would like us to resolve the matter
Providing as much detail as possible will assist us in completing a thorough investigation.
Stage one – Initial resolution
In the first instance, complaints will usually be handled by the on-site team or the person you have been dealing with. Many issues can be resolved quickly and informally at this stage, particularly those related to day-to-day storage use, access, or the coordination of unit access with your chosen removal firm.
We will acknowledge your complaint as soon as reasonably possible. Where your complaint can be resolved immediately or within a short period, we will explain the outcome to you and, where appropriate, confirm it in writing.
Stage two – Formal investigation
If you are not satisfied with the outcome at the initial stage, or if your complaint is more complex, it will be escalated for a formal investigation. This may be handled by a senior member of staff or management who was not directly involved in the matter being complained about.
During the investigation we may:
• Review your storage agreement and account history
• Speak with staff members who were involved
• Review any relevant records, including access logs or unit inspections
• Consider any information provided by third parties, such as removal firms where this is relevant and available
We aim to provide a written response to a formal complaint within a reasonable and proportionate timescale. If we need more time to complete a fair investigation, we will let you know and explain why.
Our response to your complaint
When we have completed our investigation, we will send you a response that:
• Summarises the complaint and the issues you have raised
• Explains the steps we have taken to investigate
• Sets out our findings and any conclusions
• Confirms any actions we will take, which may include an apology, a practical remedy or, where appropriate, a goodwill gesture
Our aim is to provide a clear and reasoned explanation so that you understand how we reached our decision.
If you remain dissatisfied
If you are not satisfied with the outcome of the formal investigation, you may request that the decision be reviewed. Any review will consider whether the complaints procedure has been followed properly and whether the outcome was reasonable based on the information available.
If, after our internal process is complete, you still feel that your concerns have not been addressed, you may wish to seek independent advice about any further options that may be available to you.
Complaints relating to removal services
Self Storage Hampstead provides storage facilities that are often used in conjunction with removal or moving services operated by separate companies. Where your complaint concerns the service provided directly by a removal company, it may be more appropriate for you to raise your concerns with that company under their own complaints procedure.
If your complaint involves both our storage services and the actions of a removal firm, we will investigate the aspects that relate to our responsibilities and, where possible, cooperate with the removal provider in reviewing the matter. However, we cannot accept responsibility for the acts or omissions of independent third parties.
Recording and monitoring complaints
We keep a record of complaints we receive, including how they were resolved. This helps us identify patterns, address recurring issues and improve the service we provide to all customers, whether they use our facilities directly or as part of a wider moving or storage plan.
Confidentiality and data protection
All complaints will be handled in line with our obligations under data protection law. Information relating to your complaint will be shared only with those who need it in order to investigate and resolve the matter, or where we are required to share it by law.
Updates to this Complaints Procedure
We may review and update this Complaints Procedure from time to time to reflect changes in our operations, legal requirements or industry practice. The version available at our premises or provided to you at the time of making your complaint will apply to the handling of that complaint.
We value your feedback and appreciate the opportunity to address any concerns you may have about Self Storage Hampstead and the services we provide.
