Self Storage Ruislip Complaints Procedure
This Complaints Procedure explains how Self Storage Ruislip manages concerns and complaints about our storage facilities and related services, including assistance connected with removals and the handling of stored goods. We aim to resolve issues quickly, fairly and consistently, and to use all feedback to improve the way we operate.
Our commitment to you
Self Storage Ruislip is committed to providing a reliable, safe and professional service for all customers using our storage units and associated services. If something goes wrong, we want to know about it so that we can put it right wherever possible and prevent similar issues in the future. We will handle every complaint:
Promptly and within the timeframes set out in this procedure.
Objectively, listening to all sides before reaching a decision.
Respectfully, keeping your information confidential and only sharing it where necessary to investigate the issue.
Clearly, by explaining the reasons for our decisions and what we can do to help.
What this procedure covers
This procedure applies to complaints about:
The condition, security or accessibility of our self storage units.
The standard of customer service you receive from our team, either in person or remotely.
Issues arising from moving goods into or out of storage, including coordination with removal services where these are arranged through or in conjunction with Self Storage Ruislip.
The accuracy of information we have provided about our services, charges or terms.
Matters relating to our policies or the way they have been applied in your case.
This procedure does not cover disputes that are solely between you and any independent removal company you have contracted directly, without any involvement from Self Storage Ruislip. However, if your concern relates to how our own staff coordinated with a removal service in the context of using our facilities, you may raise this under this procedure.
How to make a complaint
You can raise a complaint in the way that is most convenient for you. You may speak to a member of staff at our facility or send your concerns to us in writing. We encourage customers to provide the following details to help us investigate:
Your full name and, where applicable, your storage unit reference.
The date or dates when the issue occurred.
A clear description of what went wrong, including any relevant background.
The names of any staff members or contractors involved, if known.
Copies of any relevant documents you may have, such as booking confirmations, collection notes or photographs.
What outcome you are seeking, for example an explanation, an apology, a correction, or a review of charges.
Stage one: Front-line resolution
We aim to resolve most concerns at the first point of contact. If you raise an issue with a member of our team, they will listen carefully and, where possible, will seek to resolve the matter immediately. This may involve clarifying information, correcting a mistake or offering a practical solution.
If your concern cannot be resolved on the spot, the staff member will record the details and refer the matter to a suitable person within our management team. We will acknowledge your complaint within a reasonable period of receiving it and will let you know who is handling the matter.
We aim to provide a full response at this stage within ten working days. If we are unable to do so, for example because we need further information or because key people are temporarily unavailable, we will let you know and advise you when you can expect a full reply.
Stage two: Formal review
If you are not satisfied with the outcome at stage one, you may request a formal review. You should do this as soon as possible after receiving our initial response, clearly explaining why you remain dissatisfied and what you would like us to reconsider.
At this stage, your complaint will be reviewed by a manager who was not directly involved in the original handling of the issue, wherever practicable. They will review the earlier steps taken, consider all available evidence and may contact you for further information or clarification.
We aim to complete the stage two review and provide a written response within fifteen working days. Where this is not possible, we will update you and provide a revised timescale. Our response will set out:
The points you have raised.
The steps we have taken to investigate.
Our findings and whether your complaint is upheld in full, in part or not upheld.
Any actions we will take to resolve the matter or improve our services.
Further steps
If, after the formal review, you still feel that your concerns have not been fully addressed, you may choose to seek independent advice regarding your rights. This procedure does not affect any statutory rights you may have as a consumer, nor does it limit your ability to pursue other remedies available to you in law.
Reasonable behaviour and fair use
We understand that making a complaint can be stressful, especially where you are concerned about your belongings or a time sensitive move. Our staff will treat you politely and with respect at all times, and we expect the same in return. We may need to restrict or manage communication where behaviour is aggressive, abusive or persistently unreasonable, while still ensuring your complaint is fairly considered.
Data protection and confidentiality
We will handle your complaint in line with applicable data protection requirements. Information you provide will be used only for investigating and resolving your complaint, managing our services and meeting any legal or regulatory obligations. We will keep complaint records for an appropriate period and then delete or anonymise them in line with our retention practices.
Continuous improvement
Complaints and other customer feedback are an important source of learning for Self Storage Ruislip. We regularly review complaint patterns and outcomes to identify where processes can be improved, including the coordination of storage with moving and removal services. Where we identify recurring issues, we will consider changes to staff training, operational procedures or customer information to reduce the likelihood of similar problems occurring in the future.
By following this Complaints Procedure, we aim to resolve issues fairly and promptly, and to support customers who rely on our storage facilities as part of their wider moving and removal arrangements.
