Self Storage Surrey Complaints Procedure
This complaints procedure explains how customers of Self Storage Surrey can raise concerns about our self storage or related removal and transport services, and how we will respond. Our aim is to resolve issues fairly, consistently and as quickly as possible, while using your feedback to improve our services.
Our Commitment to You
We are committed to providing secure, well-managed storage facilities and reliable associated services such as loading, unloading and local removals support. If something goes wrong, we want to know about it. We will treat every complaint seriously, handle your information with care, and work with you to reach a fair outcome.
We will always aim to:
Listen carefully to your concerns
Record the details accurately
Investigate matters thoroughly and impartially
Keep you informed of our progress
Offer a clear explanation and, where appropriate, a suitable remedy
What This Procedure Covers
This procedure applies to complaints about:
The condition, security or accessibility of our storage units and facilities
Customer service received from our staff or representatives
Administration of your storage agreement, billing or account management
Collection, delivery or handling associated with removal or transport services connected to your storage with us
Information provided about our services, pricing or terms
This procedure does not cover general enquiries, booking requests or standard account changes, which should be directed to our customer service team through the usual contact channels.
How to Make a Complaint
You can raise a complaint in person at our site or by contacting us through our standard communication channels. Please clearly state that you wish to make a complaint so that we can follow this procedure.
To help us understand and resolve your complaint efficiently, please provide:
Your full name and, if applicable, your company name
Your storage unit number or account reference, if known
The dates, times and locations relevant to your complaint
A clear description of what went wrong
The names of any staff members involved, if known
Any supporting evidence you can provide, such as photographs or written notes
What outcome you are seeking, where you have a preferred resolution
Stage One: Frontline Resolution
In many cases, issues can be resolved quickly by our onsite team or first point of contact. When you first raise your complaint, a member of staff will:
Listen to your concerns and clarify the key points
Check relevant information, such as your agreement and recent activity
Explain what they can do immediately to help
Where possible, agree a solution with you on the spot
If the issue cannot be resolved straight away, your complaint will be recorded and passed to a manager or designated complaints handler for further review.
Stage Two: Formal Investigation
Where a complaint requires more detailed consideration, it will be treated as a formal complaint. A manager or appointed member of our team will investigate by:
Reviewing your storage agreement and account history
Checking site records, logs and, where relevant, access control data
Speaking to staff members who were involved
Reviewing any photographs, notes or other evidence
We will aim to acknowledge your formal complaint within a reasonable period and let you know who is dealing with it. We will also give an indication of how long the investigation is likely to take and when you can expect a detailed response.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide a clear written response that sets out:
The issues you raised
The steps we have taken to investigate
Our findings and our decision
Any actions we will take to put things right
Any changes we will make to improve our services as a result
Depending on the circumstances, possible outcomes may include:
A full or partial apology and explanation
Correction of records or account information
Operational changes to prevent a recurrence
A goodwill gesture or financial adjustment, where appropriate under our terms and conditions
Any remedy will take into account our contractual obligations, the terms of your storage agreement, and any applicable laws or regulations.
Timescales
We aim to resolve straightforward complaints at the frontline stage as quickly as possible. More complex complaints that require a formal investigation may take longer. While timeframes can vary depending on the nature of the complaint, we will always seek to keep you updated, especially if the investigation is taking longer than initially expected.
If You Are Not Satisfied
If you remain dissatisfied after receiving our formal response, you may ask for the decision to be reviewed by a senior manager. When requesting a review, please explain why you are unhappy with the outcome and what you believe would be a fair resolution.
The review will consider:
Whether the complaint was handled in line with this procedure
Whether all relevant information was considered
Whether the outcome was reasonable in the circumstances
The senior manager will provide a final response once the review is complete.
Complaints Related to Removal and Transport Services
Where your complaint concerns removal or transport services arranged together with our storage facilities, we will work to clarify whether the issue relates to our own services, to a partner provider, or to both. If a third party is involved, we may need to liaise with them as part of the investigation.
In these cases, we will still be your main point of contact for the complaint where the service formed part of your overall arrangement with us, and we will explain clearly how responsibility is shared and what steps each party will take.
Confidentiality and Data Protection
All complaints are handled in confidence. Information is shared only with those who need it to investigate and resolve the matter, or where we are required to disclose it by law. Personal data collected in connection with a complaint will be processed in line with our data protection obligations and retained only for as long as necessary.
Learning From Complaints
We view complaints as an important source of feedback. We regularly review the issues raised by customers in order to identify patterns, improve staff training, update procedures and enhance the quality and reliability of our storage and associated removal services.
By following this procedure, we aim to handle every complaint fairly and consistently while maintaining a secure, professional and customer-focused service at Self Storage Surrey.
