Self Storage Tufnell Park Complaints Procedure
Self Storage Tufnell Park is committed to providing a professional, reliable and fair service to all customers using our storage and associated services, including customers who work with us alongside their chosen removal company. If something goes wrong, we want to know about it so we can put it right, learn from it and improve our service.
This complaints procedure explains how you can raise a concern, how we will handle your complaint and what you can do if you are not satisfied with our response.
Purpose and Scope of This Procedure
This procedure applies to all customers of Self Storage Tufnell Park, including individuals, households, businesses and those using our storage in connection with moving, transportation or removal services. It covers complaints about our facilities, services, administration, communication, staff conduct and the handling of your account or storage contract.
This procedure does not cover disputes solely between you and an independent removals firm. However, if your concern involves how our storage services coordinated with a removal company, we will review the aspects that relate to us and explain clearly what we can and cannot address.
What Counts as a Complaint
A complaint is any expression of dissatisfaction, whether written or verbal, where you would like a response from us. Examples include:
Issues with the condition, access or security of your storage unit or reserved space.
Concerns about the way your booking, move-in, move-out or renewal was handled.
Problems with bills, charges, payments or communication about your account.
Concerns about the conduct, attitude or actions of our staff or representatives.
Any situation where you believe we have not followed our own policies or terms.
How to Make a Complaint
You can make a complaint in person at our reception, in writing by post or through any established written communication method you already use with us. Please clearly state that you are making a complaint, so that we can treat it under this procedure.
To help us deal with your concerns quickly and fairly, please provide:
Your full name and storage account details.
Dates and times of the issue you are complaining about.
A clear description of what happened and who was involved.
Any supporting information you may have, such as reference numbers or copies of documents.
What outcome or resolution you are seeking, if you have a preference.
Stage One – Frontline Resolution
In many cases, complaints can be resolved quickly and informally by the team member you first speak to. At Stage One we will:
Acknowledge your complaint and listen carefully to your concerns.
Ask questions where needed to clarify the situation.
Check relevant records, such as your account details, booking notes or access logs.
Explain what we can do to put things right, where possible.
We aim to resolve straightforward issues immediately or within a short period of time. If we are able to agree a solution with you at this point, we will confirm what has been agreed and any steps that will be taken.
Stage Two – Formal Investigation
If your complaint cannot be resolved at Stage One, or if the matter is more complex or serious, it will be escalated to a formal investigation. At Stage Two:
Your complaint will be assigned to a manager or senior team member who was not directly involved in the issue, where possible.
We will acknowledge your complaint in writing and confirm that it is being handled under Stage Two of this procedure.
We will review all relevant information, which may include account records, incident reports, staff statements and any information you or a removal company have provided.
If necessary, we may contact you for further information or clarification.
Once the investigation is complete, we will write to you with our findings, any decision we have reached and any steps we propose to take to resolve the matter.
We aim to complete Stage Two investigations within a reasonable time frame. If we need more time due to the complexity of the case, we will let you know and keep you updated.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, possible resolutions may include:
An explanation or clarification where there has been a misunderstanding.
An apology where we have fallen short of our standards.
Taking corrective action to put things right, where reasonably possible.
Reviewing or changing a process, policy or practice to prevent a recurrence.
In appropriate cases, a gesture of goodwill, where we consider it fair to do so.
We will always explain the reasons for our decision and how it has been reached.
If You Remain Dissatisfied
If, after our Stage Two response, you remain unhappy with the outcome, you can ask us to review whether the complaints procedure has been followed correctly and whether all relevant information has been taken into account. You should do this as soon as possible after receiving our Stage Two response and explain why you believe the matter needs further review.
We will then consider whether any further internal review is appropriate. If so, this will be carried out by a senior member of the team. Once this has been completed, we will write to you confirming our final position.
Working With Removal Companies
Many customers choose to use our storage in combination with a removal company or transport service. Where your concern involves both our storage services and the activities of an independent removals firm, we will:
Investigate and respond to the aspects that relate to Self Storage Tufnell Park.
Provide clear information about what falls within our responsibility and what lies with the removals provider.
Cooperate with you and, where appropriate, with the removals firm to assist in clarifying the facts.
You may also need to raise a separate complaint directly with the removal company under their own procedures.
Our Commitment to Fairness and Improvement
Every complaint is treated seriously and confidentially, and will be handled without discrimination or bias. We use feedback and complaints to review our services and to identify areas for improvement, including how we support customers who are moving, downsizing or using our facilities as part of a wider relocation.
By following this complaints procedure, we aim to ensure that your concerns are heard, investigated properly and responded to in a clear and timely way.
