Self Storage Roehampton Complaints Procedure
This complaints procedure explains how you can raise a concern about Self Storage Roehampton and how we will respond. It covers our storage services and associated support for customers arranging collections, deliveries and removal-related activities.
Our Commitment to Customers
Self Storage Roehampton aims to provide reliable, secure storage and helpful support to all customers, including those using our facilities alongside removal and transport services. We take complaints seriously, treat all customers with respect, and use feedback to improve our service.
We will handle your complaint fairly, promptly and in a transparent manner. Wherever possible, we will work with you to resolve issues informally and prevent them from recurring.
What This Procedure Covers
This procedure applies to complaints about:
Standard self storage services, including contracts, access, billing, and security.
Customer service, including staff behaviour, communication and administration.
Support connected to moving goods into or out of storage, such as coordination with removal providers, appointment scheduling and access arrangements.
If your concern relates to a separate removal company that is not part of Self Storage Roehampton, we may be limited to assisting with information and coordination, but we will always explain clearly what we can and cannot do.
Raising an Informal Complaint
We encourage you to raise any concern as soon as possible, ideally while you are on site or shortly after the issue arises. Speaking directly to a member of staff or the person you have been dealing with often allows us to resolve matters quickly.
When you contact us informally, please provide:
A clear description of the issue.
Any relevant dates and times.
Details of the storage unit or booking involved.
Information about any removal or delivery arrangements linked to the problem.
We will listen to your concern, aim to understand what has gone wrong, and work with you on a practical solution wherever possible.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured process, you can make a formal complaint. A formal complaint should be submitted in writing so that we have a clear record of the issues.
Please include:
Your full name and contact details.
Details of the storage agreement or reference numbers.
A detailed description of what has happened.
Any steps already taken to resolve the matter.
Copies of any relevant documents, such as invoices, correspondence or removal booking confirmations.
What outcome you are seeking, for example an explanation, correction, or compensation where appropriate.
How We Will Respond
When we receive your formal complaint, we will acknowledge it and prepare a full response. We will usually:
Review your complaint and all supporting information.
Check our records, including any relevant storage or movement of goods.
Speak to any staff members involved or present at the time.
Consider any impact on your storage arrangements, access requirements or removal schedules.
We aim to provide a full written response within a reasonable time. If we need longer to complete our review, we will let you know and explain why.
Possible Outcomes
After reviewing your complaint, we may:
Offer an apology and explanation where service has fallen below our standards.
Take corrective action, such as rectifying billing errors, updating records or adjusting access arrangements.
Propose practical solutions to assist with storage or removal scheduling, where this is within our control.
Explain clearly where we are unable to meet your request and the reasons for this.
Where appropriate and in line with our terms and conditions, consider remedies such as partial refunds, credits, or other redress.
Complaints Involving Removal and Transport Services
Some customers use our storage facilities as part of a wider move or clearance. In such cases, you may have arrangements with a separate removal or transport provider. Self Storage Roehampton is responsible for our own services and staff, but we are not liable for the conduct or performance of independent companies.
If your complaint involves both our storage services and a separate removal provider, we will:
Investigate the aspects relating to our facilities, staff and administration.
Clarify where responsibility lies for different elements of the service.
Provide information and documentation that may assist you in raising any issue with the relevant provider.
We will always aim to cooperate constructively to help you achieve a practical resolution, within the limits of our responsibility.
Confidentiality and Data Protection
All complaints will be handled sensitively. Information you provide will be used only for the purpose of investigating and resolving your complaint, improving our services, and meeting legal or regulatory requirements.
Your personal information will be managed in accordance with applicable data protection laws and our internal policies.
Further Review
If you are not satisfied with the outcome of your complaint, you may ask for a further internal review. Another member of the management team will consider the matter, including the way in which your complaint was handled and the conclusions reached.
We will then provide you with our final position on the complaint. We will always explain our reasoning clearly, even where we are unable to agree to the outcome you have requested.
Using Feedback to Improve
Complaints, comments and suggestions are an important source of feedback for Self Storage Roehampton. We periodically review complaints to identify trends, training needs and opportunities to improve our storage and customer support services, including those that support customers planning moves or working with removal providers.
By raising your concerns, you help us maintain and enhance the quality, safety and reliability of our services for all customers.
