Complaints Procedure for Self Storage Haringey
This Complaints Procedure explains how Self Storage Haringey handles concerns and complaints about our self storage services and any associated removal or collection services. Our aim is to resolve issues quickly, fairly and transparently, and to use feedback to improve the way we operate.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward route to raise any concerns about our services, including storage, access arrangements, handling of goods, removals to or from our facility, customer service, billing or contract terms. It also explains what you can expect from us at each stage and how we will keep you informed.
Who Can Use This Procedure
This procedure is available to any individual or business that uses, or has recently used, our storage or related removal services. It can also be used by a representative acting on a customer’s behalf, provided they have the customer’s permission to do so.
What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, where you are seeking a response or resolution. Examples include, but are not limited to:
Concerns about the condition, cleanliness or security of storage units or common areas. Issues with access arrangements, appointment times, or handling and moving of goods to or from the facility. Disputes about charges, invoices, payments or the application of our terms and conditions. Dissatisfaction with the conduct of our staff or contractors. Delays or problems with removal support or collections arranged through us. If you raise an issue and would like us to investigate it and respond, we will treat it as a complaint.
How to Make a Complaint
You can make a complaint in person at our facility or in writing. When raising a complaint, please provide as much detail as possible, including:
Your full name and, if applicable, business name. Details of your storage unit or agreement, such as unit number or reference. The date or dates when the issue occurred. A clear description of what went wrong and how it has affected you. Any steps you have already taken to try to resolve the matter. Any information or documents that support your complaint, such as copies of invoices or correspondence. Providing accurate and complete information helps us to investigate and respond more effectively.
Stage One: Frontline Resolution
In the first instance, we encourage you to raise your concern with a member of our team at the facility. Many issues, including those related to storage conditions, access arrangements and removal timings, can be resolved immediately or within a short period of time.
We will:
Listen carefully to your concerns and gather any relevant information. Clarify what outcome you are seeking. Try to provide an explanation, apology or practical solution as quickly as possible. Confirm with you whether the proposed resolution is acceptable. Most straightforward complaints will be addressed at this stage. If you are not satisfied with the outcome, or if the matter is complex, it will move to Stage Two.
Stage Two: Formal Investigation
If you remain dissatisfied after Stage One, or if your complaint is serious or involves complex issues such as significant loss, damage to goods, or ongoing billing disputes, you may request a formal investigation.
At this stage, a senior member of our team will take responsibility for reviewing your complaint. We will:
Acknowledge your complaint and confirm that it is being investigated. Review all relevant records, including your storage or removal arrangements, account history and any correspondence. Where necessary, speak with team members or contractors involved. Assess whether our procedures were followed correctly and whether our service met our standards. Provide a written response setting out our findings, any corrective action taken, and any remedies we are offering where appropriate. We aim to complete formal investigations within a reasonable timescale. If we need more time, we will let you know and explain why.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, we may offer one or more of the following:
An explanation of what happened and why. A sincere apology where we have fallen short of our standards. Practical steps to put things right, such as changes to access arrangements or removal schedules. Correction of billing errors or clarification of charges. Service improvements or staff training to reduce the likelihood of recurrence. Any remedies will be fair, reasonable and proportionate to the circumstances.
Escalation and Further Steps
If you have completed our internal complaints process and still feel that your concerns have not been addressed, you may choose to seek independent advice regarding your rights under consumer or contract law. Any such steps are separate from our internal procedure, but we will cooperate with any external review or guidance where appropriate.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information you provide will only be shared with those who need it to investigate and resolve your complaint or to meet our legal and regulatory obligations. We will handle your personal data in line with applicable data protection requirements.
Using Complaints to Improve Our Services
We view complaints and feedback as an important source of learning. We regularly review the issues raised by customers to identify trends and opportunities for improvement in our storage and removal-related services, customer service and operational procedures. Where necessary, we will update our processes, documentation or staff training to reduce the likelihood of similar issues arising in future.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, fair and effective. Any updates will apply to all new and ongoing complaints from the date of publication.
