Complaints Procedure for Self Storage Dulwich
This Complaints Procedure explains how customers of Self Storage Dulwich can raise a concern and how we will respond. It applies to all customers using our storage facilities and any associated removal or transport services arranged through us.
Our Commitment to You
We aim to provide a reliable, safe and professional service at all times, whether you are storing goods, using removal support, or both. If something goes wrong, we want to know so we can put it right, learn from it and improve our service. All complaints are taken seriously and handled fairly, consistently and as quickly as possible.
What This Procedure Covers
This procedure covers complaints about our self storage services, customer service, invoicing and payments, access to storage units, condition of facilities, and any removal or collection services we help to coordinate as part of your storage arrangements. It does not cover issues that are solely within the control of an independent third party that you have contracted directly, such as a separate removal company that is not acting on our behalf.
Raising an Informal Concern
Many issues can be resolved quickly by speaking to a member of the team. If you are dissatisfied with any aspect of our storage or removal-related services, we encourage you to raise the matter informally at the earliest opportunity. Provide as much detail as you can, including dates, times, the location of your storage unit, and any relevant documents. The team member will try to resolve the matter straight away or as soon as reasonably possible. If you are not satisfied with the outcome, or if the issue is serious, you can make a formal complaint.
Making a Formal Complaint
If an informal approach has not resolved your concern, or if you prefer to make a formal complaint immediately, you may do so in writing. When submitting a complaint, please include your full name, your storage unit or account reference if available, a clear description of the issue, relevant dates and times, and what outcome you are seeking. The more information you provide, the easier it will be for us to investigate. You may hand your complaint to a member of staff at our office or send it by post or other written means.
Acknowledgement of Your Complaint
Once we receive your formal complaint, we will acknowledge it in writing. We aim to send this acknowledgement within a reasonable timeframe, normally within five working days of receipt. The acknowledgement will confirm that we have received your complaint and outline the next steps, including who will be responsible for handling your case.
How We Investigate
Your complaint will be reviewed by an appropriate member of our management team who is not directly involved in the issue whenever possible. We may need to:
Review your customer records and any relevant agreements or invoices. Speak to staff members who were involved in providing your storage or removal-related services. Inspect any relevant areas of the premises, storage units or equipment. Consider any written evidence, such as photographs, delivery notes, or removal job details.
During the investigation we may contact you to clarify points or request further information. This helps us to make a fair and balanced assessment of the complaint.
Our Response and Timeframes
After we have completed our investigation, we will provide you with a written response that sets out the outcome of your complaint. We will explain the findings, any steps we are taking to resolve the issue, and any changes we are making to improve our services. We aim to send a full response within twenty working days of acknowledging your complaint. If more time is needed due to the complexity of the matter or the availability of information, we will let you know and provide an updated timescale.
Possible Outcomes
Depending on the nature of your complaint and our findings, outcomes may include an explanation or clarification, an apology, corrective actions such as adjustments to an account, operational changes to avoid similar issues in future, or improvements to our coordination of removal and storage services. Where a remedy is appropriate, we will aim to implement it as promptly as is reasonably possible.
If You Are Still Unhappy
If you are not satisfied with our final response, you may request that the complaint be reviewed by a more senior manager or owner, where available. You should explain why you remain dissatisfied and what you believe would be a fair resolution. We will review the handling of your complaint and the decision made, and we will provide a further written response. This will normally represent our final position on the matter.
Recording and Using Complaint Information
We keep records of complaints, including details of the issue, how it was investigated and the outcome. This helps us to identify patterns, monitor performance and improve our storage and removal-related services over time. Complaint information is handled in line with our privacy practices and is only shared with those who need it in order to manage the complaint or improve our services.
Accessibility and Assistance
We want our Complaints Procedure to be accessible to all customers. If you need help to make a complaint, or if you require the procedure to be explained in a different format, please let a member of our team know. We will make reasonable efforts to assist you so you can raise your concerns effectively.
Review of this Procedure
This Complaints Procedure is reviewed periodically to ensure it remains clear, effective and appropriate for our storage facilities and associated services. We may update it from time to time to reflect changes in our operations or best practice. The most recent version will always apply to complaints raised.
