Complaints Procedure for Self Storage Earls Court Customers
This complaints procedure explains how customers of Self Storage Earls Court can raise concerns about our self storage facilities and any associated removal or transport services arranged through us. Our aim is to resolve all issues fairly, consistently and as quickly as possible, while learning from feedback to improve our service.
Our Commitment to Customers
We are committed to providing secure, well-managed storage units and reliable support for customers moving items in and out of our facility. That includes working responsibly with any third-party removal providers operating in our service area. If something goes wrong, we want to hear about it and put it right wherever we reasonably can.
We will handle every complaint with the following principles in mind: courtesy, confidentiality, impartiality, and a focus on resolution. We will also use complaints as an opportunity to review our processes, staff training and cooperation with removal partners.
What This Procedure Covers
This complaints procedure applies to:
Issues relating to the condition, cleanliness or accessibility of your storage unit or shared areas; concerns about how your booking, contract or storage charges have been handled; problems relating to customer service, communication or staff conduct; and matters arising from removal or collection services that have been arranged through our site or in connection with moving goods into or out of our facility.
Complaints that involve purely private arrangements between you and an independent removal company you have engaged directly may fall outside our responsibility. However, we will always listen to what has happened and tell you clearly what we can and cannot do to assist.
Raising a Complaint Informally
Where possible, we encourage customers to raise issues informally in the first instance. Many problems can be resolved quickly by discussing them with a member of our on-site team. You may do this by speaking to staff at the facility during opening hours or by using the usual contact channels shown on our main information pages.
When you raise a concern informally, we will listen carefully, clarify the details, and try to agree a practical, immediate solution where appropriate. If you are satisfied with the outcome, the matter will usually be considered resolved at this stage.
Making a Formal Complaint
If your concern cannot be resolved informally, or if you would prefer a more structured review, you can make a formal complaint. Please clearly state that you wish your concern to be treated as a formal complaint and provide as much detail as possible, including your name, storage unit reference, the dates and times of the events you are complaining about, a description of what happened, and how you have been affected.
If your complaint involves removal or transport services, please include the name of any company involved, the date of the move, and any relevant reference numbers or agreed arrangements, especially where the service was discussed or booked in connection with our storage facility.
How We Will Respond
Once we receive a formal complaint, we will acknowledge it within a reasonable timeframe. We will then investigate the issues raised by reviewing our records, speaking with any staff or service partners involved, and, where appropriate, inspecting the storage area or reviewing any relevant documentation.
We will aim to provide a written response setting out our findings, any steps we have already taken, and any actions we propose to take to resolve the matter. If the issue is complex or requires further investigation, we may contact you to request additional information and to provide an update on the likely timescale for a final response.
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 or clarification, an apology, a practical solution such as repair, cleaning or adjustment of access arrangements, a review of charges where applicable under your contract, or changes to our internal processes, staff training or the way we work with removal providers.
Any remedy will be consistent with your storage agreement and with our legal and safety obligations. We will always explain clearly the reasons for our decision and any limits on what we are able to do.
If You Are Not Satisfied
If you are not satisfied with our initial formal response, you may ask for your complaint to be reviewed by a more senior member of our team. Please explain why you remain unhappy and what further outcome you are seeking. We will then re-examine the complaint, including how it was handled at the first stage, and issue a further response.
Where a complaint concerns a separate removal company that is responsible for its own services and terms, we may advise you to use that company’s complaints process or, if relevant, any applicable dispute resolution or trade association scheme. We will still consider whether there are any lessons for how we coordinate with such providers at our site.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information will only be shared internally with team members who need it to investigate or respond to your concerns, or externally where required by law or where necessary to liaise with a removal provider directly involved in the events you have described. Any personal data we process in connection with a complaint will be handled in line with our data protection obligations.
Using Feedback to Improve Our Services
Complaints and customer feedback are an important part of how we improve our storage facilities and any related removal support we provide. We regularly review complaints to identify patterns, training needs and opportunities to enhance safety, security and customer experience for people storing possessions, business stock or equipment with us.
By following this complaints procedure, we aim to ensure that every concern is taken seriously, handled fairly and used to strengthen the reliability of our storage and move-in and move-out support across our operating area.
