Complaints Procedure for Self Storage Twickenham
This Complaints Procedure explains how customers of Self Storage Twickenham can raise concerns and how we will respond. It applies to all clients using our storage facilities and related services, including customers who use our premises in connection with home or office moves, distribution, and removal company activities.
Our commitment to resolving complaints
We aim to provide a reliable and professional service at all times. If something goes wrong, we want to know so that we can put it right quickly and reduce the risk of it happening again. Every complaint is taken seriously and handled in a fair, consistent, and transparent way.
We will:
Listen carefully to your concerns, treat you with courtesy and respect, and keep your information confidential and secure. We will investigate what happened, explain our findings in plain language, and where appropriate offer a clear remedy or explanation. We will also use feedback from complaints to improve our storage and removals support services.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, our facilities, our team members, or our handling of your account or property, where you expect a response or resolution.
Examples include concerns about storage unit access, billing and payment queries, the condition or cleanliness of units, staff conduct, security arrangements, or coordination with third party removal companies working on site. If you are unsure whether you should raise an issue as a complaint, you are encouraged to contact us and we will guide you through the process.
Who can make a complaint
Complaints can be made by current or former customers, authorised account holders, or a representative that you have given clear permission to act on your behalf, such as a family member, business contact, or a professional representative. If you ask someone to complain for you, we may need to confirm your identity and authorisation before we can share account details.
How to make a complaint
You can raise a complaint in writing or in person at our facility. Providing your complaint in writing helps us understand your concerns clearly and keep a record of what happened. When contacting us, please include your full name, the name on the storage agreement or booking, the unit number or booking reference if known, dates and times of the issue, and a clear description of what went wrong and how you would like us to resolve it.
If your complaint relates to services provided by a removal company that operates independently from us, please still raise the issue with us if it involves our premises, our staff, our storage facilities, or our coordination with that company. We will explain which parts fall within our responsibility and which may need to be taken up directly with the removal company.
Stage 1: Frontline resolution
In the first instance, we encourage you to speak to a member of our on site team. Many issues can be resolved quickly, such as minor account queries, simple misunderstandings, or operational concerns around access and loading areas that affect removals and deliveries.
We aim to resolve straightforward complaints as soon as possible. Where we are able to provide an immediate solution or explanation, we will confirm this to you and record the outcome.
Stage 2: Formal investigation
If your complaint cannot be resolved informally, or if you prefer a formal review, it will be logged as a formal complaint. A manager or other appropriate senior member of staff will be assigned to investigate. We will acknowledge your complaint and may contact you to request additional information or clarification.
During the investigation we may review your agreement and account history, speak to staff, review security or access records where relevant, and consider any information provided by associated service providers such as removal or delivery companies that have used our site in connection with your booking.
We aim to provide a full written response within a reasonable and clearly stated timescale. If we cannot respond within that period, we will let you know, explain why, and give an updated timeframe.
Our response and possible outcomes
When we have completed our investigation, we will explain whether your complaint has been upheld, partially upheld, or not upheld. We will provide reasons for our decision and, where appropriate, set out any steps we will take to remedy the situation or improve our services.
Depending on the circumstances, outcomes may include an apology and explanation, corrective action relating to your account or storage arrangement, practical steps to improve access, loading, or coordination with removal and delivery services, and where justified under our terms and applicable law, financial or contractual adjustments. Not every complaint will lead to compensation, but all will receive a clear explanation.
Escalating your complaint
If you are not satisfied with the outcome of the formal investigation, you can ask for your complaint to be reviewed by a more senior member of our management team, who was not directly involved in the initial decision. This review will consider how the complaint was handled, whether all relevant information was considered, and whether the outcome was reasonable and consistent with our policies and terms.
After this review, we will write to you with our final position on your complaint. We will explain the reasons for our decision and any further steps you may take where applicable, including any external options that might be open to you under consumer or business law.
Time limits for making a complaint
You should raise your complaint as soon as reasonably possible after the issue arises. This allows us to investigate while details are still fresh and records are readily available. In some cases, we may not be able to fully investigate events that occurred a long time ago, but we will always try to assist where we reasonably can.
Confidentiality and data protection
We treat all complaints confidentially and handle personal information in line with our privacy practices and applicable data protection law. Information is shared only with those who need it to manage your complaint or to meet legal or regulatory requirements. Where a complaint involves third parties, such as independent removal companies, we will share only the information necessary to understand and respond to the issue.
Using complaints to improve our service
We review complaints regularly to identify patterns, recurring issues, and opportunities to improve our storage facilities, site layout, access and loading arrangements, and communication with customers and partner services. This helps us to support smoother moves, better coordination with removals providers, and a more consistent experience for all customers using Self Storage Twickenham.
