Self Storage Finchley Complaints Procedure
Self Storage Finchley is committed to providing a reliable and professional service to all customers, including those using our facilities in connection with home or office moves, storage during relocation, or work with removal companies. We aim to resolve any concerns quickly, fairly, and transparently. This Complaints Procedure explains how you can raise a complaint, how we will respond, and what you can do if you are not satisfied with the outcome.
Purpose of this Complaints Procedure
The purpose of this procedure is to give customers a clear and straightforward way to tell us when something has gone wrong. It covers complaints about our storage services, customer service, administration, billing, and the way we communicate with you. It also applies where your storage forms part of a wider move or logistics service provided with the involvement of a removal company.
We treat all complaints seriously, whether they are made in person at our site, in writing, or over the phone. Our aim is to learn from any issues raised and improve the quality and reliability of our services.
What We Class as a Complaint
A complaint is any expression of dissatisfaction from a customer or potential customer, where a response is reasonably expected. This may include, for example:
Concerns about the condition, cleanliness, or accessibility of storage units or communal areas.
Issues regarding billing, invoicing, or charges applied to your account.
Concerns arising when coordinating storage with a removal company or transport provider.
Delays, communication problems, or service standards that you feel fall below what was agreed.
Any situation where you believe we have not followed our terms and conditions or our stated policies.
How to Raise a Complaint
You can raise a complaint using any of the following methods:
Speak to a member of staff at our premises and explain that you wish to make a complaint. They will note the details and pass them to the appropriate person.
Send us a written complaint, providing as much information as possible to help us understand the issue.
Contact us by phone and ask for your concern to be recorded as a complaint.
When making a complaint, please include your full name, storage unit reference if applicable, dates and times of any relevant events, and any supporting details, such as the involvement of a removal company or third-party service. The more information you provide, the easier it will be for us to investigate properly and respond promptly.
Our Complaints Handling Process
We aim to acknowledge your complaint as soon as reasonably possible. In most cases, this will be within a few working days of receiving it. The acknowledgement will confirm that we have received your complaint and that it is being reviewed.
A member of our team will then investigate your complaint. This may include checking our records, reviewing CCTV where relevant, speaking to staff, or liaising with any removal company or third party involved in the service. We may contact you to clarify details or request further information.
Once the investigation is complete, we will write to you setting out:
A summary of your complaint.
The steps we have taken to investigate it.
Our findings and any factors we have taken into account.
Any proposed resolution, such as an explanation, apology, corrective action, or other appropriate remedy within the scope of our terms and conditions.
We aim to provide a full response within a reasonable time frame. If the matter is complex or requires more time, we will let you know and keep you updated on progress.
Escalating Your Complaint
If you are not satisfied with the initial response, you can ask for your complaint to be escalated. When you do this, please explain why you remain dissatisfied and what outcome you are seeking. An escalation will usually be reviewed by a more senior member of our team who was not directly involved in the original handling of your complaint.
The senior reviewer will consider the original investigation, any new information you have provided, and whether our decision and actions were reasonable and in line with our terms and policies. You will receive a written outcome explaining the final position we are able to take on the matter.
Complaints Involving Removal Companies or Third Parties
Many customers use our storage as part of a wider move or transport arrangement with a removal company or another third-party service provider. Where your complaint involves both our services and the services of another company, we will investigate the aspects that relate to Self Storage Finchley and our premises, and we will make clear which parts of the issue fall within our control.
We may, where appropriate, cooperate with the other party to help resolve the matter, but we cannot be responsible for the actions, omissions, or terms of service of any independent removal or logistics company. We may advise you to follow the separate complaints procedure of that provider for issues that relate directly to their services.
Confidentiality and Data Protection
All complaints will be handled with respect for your privacy. Information will only be shared within our organisation on a need-to-know basis for the purposes of investigating and resolving the matter. We will handle any personal data in line with our data protection obligations and store complaint records securely.
Our Commitment to Continuous Improvement
We view complaints as an important source of feedback about our storage and customer support services. We regularly review complaint outcomes and trends to identify areas for improvement, whether in our facilities, procedures, customer communications, or coordination with move-related services. Where appropriate, we will make changes to reduce the likelihood of similar issues occurring in the future.
By following this Complaints Procedure, we aim to ensure that concerns are addressed fairly, promptly, and consistently, and that customers can have confidence that their voice will be heard when something goes wrong.
