Self Storage Greenwich Complaints Procedure
This Complaints Procedure explains how Self Storage Greenwich handles concerns and complaints about our self storage and associated removal services. We are committed to resolving issues fairly, consistently, and as quickly as possible, while using feedback to improve our services for all customers.
Our commitment to you
We aim to provide reliable self storage, secure facilities, and professional removal support. If something goes wrong, or you feel we have not met the standards you reasonably expect, we want to know about it. Every complaint is treated seriously and will be handled in a respectful and non-discriminatory way.
We will always aim to:
Listen carefully to your concerns, seek to understand the issue fully, and keep you informed throughout the process. Investigate complaints promptly and objectively, considering all relevant information. Provide a clear explanation of our findings and any actions we will take to put things right where appropriate. Use what we learn from complaints to review and improve our storage and removal-related processes.
What counts as a complaint
A complaint is any expression of dissatisfaction about our self storage facilities, removal coordination, customer service, documentation, billing, or any other aspect of the services we provide, where you would like a response or resolution. You do not need to use the word complaint for it to be treated as one.
Examples may include issues with the condition or accessibility of storage units, problems with booking or scheduling of removal support, concerns about staff conduct, or disagreement with invoices or account handling.
Raising a complaint
You can raise a complaint in writing or verbally. Please provide as much detail as you can so that we can investigate effectively. Helpful information includes your full name, the name on your storage or removal booking, relevant dates and times, a description of what went wrong, and what outcome you are seeking.
If your complaint relates to removal services that we have helped to arrange, include the date of the move, relevant addresses, and any inventory or referencing information you were given, where available. This will help us review the matter more quickly.
Stage one: Frontline resolution
In many cases, concerns can be resolved quickly by the team you initially dealt with, such as our storage reception staff or the member of staff who assisted with your removal arrangements. We encourage you to raise your concern with them first, as they will often be best placed to address practical issues or misunderstandings immediately.
At this stage, we will aim to:
Clarify the details of your concern and what you would like to happen. Check records relating to your storage agreement, booking information, or removal arrangements. Offer an explanation, apology, or practical solution where appropriate.
We aim to resolve most straightforward issues within a short period. If we cannot resolve the matter to your satisfaction at this stage, or if the complaint is more complex, we will escalate it to stage two.
Stage two: Formal investigation
If your complaint cannot be resolved informally, you may ask for a formal investigation or we may decide that this is required. At this stage, your complaint will be reviewed by a manager or another appropriate senior member of staff who has not been directly involved in the issue.
During the formal investigation we will:
Record the details of your complaint and confirm our understanding of the issues. Review relevant contracts, storage records, removal schedules, and any associated documentation. Speak with staff members involved and, where relevant, with any third-party contractors. Consider any evidence you provide, such as photographs or written notes.
We will aim to respond to you in writing within a reasonable timeframe, explaining the outcome of the investigation, the reasons for our decision, and any steps we will take to resolve the matter or prevent a recurrence. If we need more time due to the complexity of the complaint, we will tell you and provide an estimated timescale.
Outcomes and remedies
Depending on the nature of your complaint and our findings, possible outcomes may include an apology, an explanation, corrective action for future bookings or storage arrangements, or other appropriate remedies in line with our terms and conditions. Where removal-related services are involved, we will also review any relevant coordination or handling processes to reduce the likelihood of similar issues arising again.
Escalation if you remain dissatisfied
If, after our formal investigation, you remain dissatisfied with our response or the steps we propose to take, you may request a further review by a more senior manager where this is available. You should explain why you disagree with our response and what additional outcome you are seeking.
Following this further review, we will provide a final response setting out our position. At that point, our internal complaints procedure will be considered exhausted.
Confidentiality and data protection
All complaints are handled in line with our data protection and privacy responsibilities. Information you provide will be used only for managing and investigating your complaint, training and quality assurance, and any related legal or regulatory obligations. We will share your information only with those who need to see it to handle the complaint appropriately.
Feedback and continuous improvement
Every complaint helps us to identify ways in which we can improve the experience for storage users and customers who use our assistance with removal arrangements. We routinely review complaints data to monitor recurring themes, refine our processes, and enhance staff training.
By following this Complaints Procedure, we aim to make it as straightforward as possible for you to raise concerns, and to give you confidence that Self Storage Greenwich will treat your complaint seriously and work towards a fair and timely resolution.
