Self Storage Putney Complaints Procedure
This Complaints Procedure explains how Self Storage Putney manages and resolves complaints from customers using our storage facilities and related removal or transport services. We aim to provide a clear, fair, and timely process for raising and resolving any concerns.
Our Commitment to Customers
We want every customer to feel confident when using our storage units and any associated collection, delivery, or removal support. If something goes wrong, we rely on your feedback to put it right, improve our services, and prevent similar issues in future.
All complaints are taken seriously, handled with respect, and reviewed by appropriate members of our team. We aim to resolve most concerns informally and as quickly as possible, but we also provide a formal complaints route where needed.
What This Procedure Covers
This procedure applies to complaints about:
Quality of storage services, including access arrangements and facility standards.
Conduct, attitude, or communication of our staff or representatives.
Issues relating to removal, collection, or delivery services arranged through or in connection with Self Storage Putney.
Errors in documentation, billing, or account administration.
Health and safety concerns connected with our premises or related services.
This procedure does not cover disputes that are already the subject of legal proceedings or matters that fall under separate insurance or claims processes. In those situations, we will explain which process applies.
Informal Resolution in the First Instance
Where possible, we encourage customers to raise concerns at the earliest opportunity with a member of staff, either in person when visiting the facility or through our usual communication channels. Many issues can be clarified or resolved quickly once we understand what has happened.
When you first raise a concern, we will:
Listen carefully and make a brief record of the issue.
Try to clarify any misunderstandings immediately.
Explain what we can do straight away and what may take more time.
If we are able to resolve your concern informally, we will confirm what has been agreed. If you are not satisfied with the outcome, or if the issue is more serious or complex, you can use the formal complaints process set out below.
How to Make a Formal Complaint
You may make a formal complaint in writing. Providing details in writing helps us understand the issue clearly and investigate thoroughly.
Please include the following information:
Your full name and, if applicable, your storage unit or account reference.
The date or dates when the issue occurred.
A clear description of what went wrong and how it has affected you.
Details of any staff members or contractors involved, if known.
Any steps you have already taken to resolve the matter informally.
What outcome or resolution you are seeking.
If you require any assistance in making a complaint, please let us know and we will make reasonable efforts to support you, for example by providing an alternative format or arranging a discussion.
Timeframes for Acknowledgement and Response
Once we receive a formal complaint, we will:
Acknowledge receipt and confirm that we are investigating.
Explain the next steps and provide an indicative timescale.
Ask for any further information we may need.
We aim to provide a full written response within a reasonable period, usually within 14 to 28 days, depending on the complexity of the matter and the availability of relevant information. If we cannot respond fully within this time, we will update you on progress and provide a revised timeframe.
How We Investigate Complaints
Complaints are handled by a manager or senior staff member who has not been directly involved in the matter wherever possible. They will:
Review your complaint and any supporting documents.
Check relevant records, including storage agreements, collection or delivery notes, and internal logs.
Speak to any staff, contractors, or third parties who may have information about the issue.
Assess whether our policies and procedures were followed correctly.
Identify any service failures, communication issues, or misunderstandings.
Once the investigation is complete, we will write to you setting out:
Our understanding of your complaint.
The steps taken to investigate.
Our findings and any conclusions reached.
Any actions we will take, which may include an apology, corrective measures, practical remedies, or service improvements.
If You Remain Dissatisfied
If you are not satisfied with the outcome of your formal complaint, you may request a further review. This review will usually be carried out by a more senior manager who was not involved in the original decision, where possible.
In your request for a review, please explain why you are dissatisfied with the outcome and identify any information you believe has been overlooked or misunderstood.
We will confirm receipt of your request for a review and aim to provide a final written response within a reasonable timeframe. This response will set out whether the original decision is upheld or varied, together with reasons.
Complaints Involving Removal and Transport Services
Where your complaint involves removal, collection, or delivery services arranged in connection with our storage facilities, we will clarify whether the service was provided directly by us or by a third-party contractor.
If a third party is responsible, we may either pass your complaint to them with your consent or provide you with their details so that you can raise your concerns directly. We will explain our role and any limits on what we can resolve on your behalf, but we will always aim to assist you in understanding the appropriate route.
Confidentiality and Data Protection
All complaints are handled in confidence and information is shared only with those who need it to investigate and resolve the matter. We handle personal data in line with applicable data protection requirements and retain complaint records only for as long as necessary for lawful purposes.
Using Complaints to Improve Our Services
We monitor and review complaints on a regular basis to identify patterns, training needs, and areas where our storage, access, and removal-related services can be improved. Lessons learned from complaints are used to update our internal processes and staff guidance so that we can provide a more reliable and consistent service to all customers.
Updates to This Procedure
Self Storage Putney may update this Complaints Procedure from time to time to reflect changes in our services, legal requirements, or best practice. The most current version will always apply to new complaints, and we will act fairly where a complaint spans different versions.
