Self Storage Lambeth Complaints Procedure
This complaints procedure explains how customers of Self Storage Lambeth can raise concerns about our services, including storage units, access arrangements, and any associated handling or removal support. We are committed to dealing with all complaints fairly, promptly, and consistently, and to using feedback to improve our services.
Our Commitment to You
We aim to provide a reliable, secure, and professional storage service for all customers. If something goes wrong, we want to know about it so we can resolve the problem and prevent it from happening again. Every complaint is taken seriously and is treated with respect, whether it concerns customer service, billing, site facilities, or any support we provide around moving goods in or out of storage.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, where you are seeking a response from us. This may include concerns about:
Service quality, such as access to your storage unit, assistance with loading or unloading, or condition of the facilities. Staff behaviour, including the conduct of team members assisting with storage or removal-related tasks. Information provided, including quotations, terms and conditions, or storage agreements. Charges, invoices, or payment arrangements. Security, safety, or cleanliness of the storage site.
You do not need to use the word complaint for us to treat your concern as one. If you are unhappy and want us to respond, we will follow this procedure.
How to Make a Complaint
You can raise a complaint in writing or verbally. We encourage you to contact us as soon as possible after the issue arises so that we can investigate while the details are still clear.
When making a complaint, please provide the following information so we can investigate efficiently:
Your full name and the name the storage agreement is held under. A description of what has gone wrong and when it occurred. The storage unit reference or agreement details, if available. Any steps you have already taken to try to resolve the matter. What outcome you are seeking, where this is clear.
If your complaint relates to support we have provided around moving or transporting your goods to or from our facility, please describe any damage, delay, or access problems as precisely as possible.
Stage One: Initial Response
In the first instance, we will try to resolve your complaint informally and quickly. A member of our team will:
Listen carefully to your concerns. Ask any questions needed to understand the situation. Check relevant records, such as storage agreements, access logs, or service notes.
Where possible, we will offer an immediate solution or explanation. If we are unable to resolve your complaint straight away, we will confirm that it is being treated as a formal complaint and explain the next steps in the process.
Stage Two: Formal Investigation
If your complaint cannot be resolved informally, or if you request a formal review, it will be passed to a manager for investigation. As part of this process we may:
Review your storage agreement and account history. Check any relevant site or access records. Speak with staff who were involved in providing your storage or in assisting with related moving or handling activities. Inspect the area or unit involved, where relevant.
We will aim to complete our investigation and provide a written response within a reasonable timescale. If we need more time due to the complexity of the matter, we will let you know and explain why.
Our Formal Response
Once the investigation is complete, we will send you a clear response which will include:
A summary of your complaint and the issues considered. The findings of our investigation. Any decision taken and the reasons for it. Any remedial action we will take, which may include service improvements, corrections to your account, or other appropriate steps.
If we do not uphold all or part of your complaint, we will clearly explain why.
Stage Three: Escalation
If you are not satisfied with our formal response, you may request that your complaint is escalated for a further review. A more senior member of our management team, who has not previously been involved in your case, will:
Review the handling of your complaint so far. Consider any additional information you wish to provide. Decide whether the original decision was reasonable and whether any further action is required.
We will then provide you with our final position on the matter.
Your Responsibilities
To help us resolve your complaint fairly and efficiently, we ask that you:
Provide accurate and complete information. Respond to any reasonable requests for clarification or further details. Treat our staff with courtesy and respect throughout the process.
We reserve the right to end communication where behaviour is abusive, threatening, or clearly unreasonable, although this will not affect our duty to consider the substance of your complaint.
Using Complaints to Improve Our Service
We regularly review complaints to identify patterns and areas where we can improve our storage services and associated handling or removal support. This may involve refining our procedures, updating staff training, or making changes to our site operations. While we cannot guarantee that every outcome will be the one you seek, we are committed to learning from every complaint.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with our data protection obligations. Information about your complaint will only be shared with those who need it in order to investigate and respond. Records of complaints are stored securely and retained only for as long as necessary for legal and operational reasons.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair, and effective. We may update it from time to time to reflect changes in our services or in relevant legal or regulatory requirements.
If you have any questions about this procedure itself, you may contact us and request further clarification. We will be happy to explain how the process works and how it applies to your circumstances.
