Self Storage Hackney Complaints Procedure
Self Storage Hackney is committed to providing a reliable, professional and fair service for all customers using our storage facilities and related removal support. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so we can put matters right and improve our services. This complaints procedure explains how you can raise a concern, how we will respond, and the standards you can expect from us throughout the process.
Purpose of This Complaints Procedure
The purpose of this procedure is to provide a clear, accessible route for customers to raise complaints about any aspect of our services, including storage units, access arrangements, billing, customer service and the coordination of removal-related assistance. It sets out how complaints will be handled, the timeframes involved, and the possible outcomes. This procedure is designed to be fair, transparent and consistent for all parties.
What Is a Complaint
A complaint is any expression of dissatisfaction about our facilities, services or staff, whether justified or not, where you would like us to investigate and provide a response. Examples include, but are not limited to:
Concerns about the condition, cleanliness or security of a storage unit or shared areas.
Issues with invoicing, payment queries, overcharging or unclear fees.
Concerns about how we have handled your booking, move-in or move-out process.
Dissatisfaction with how storage arrangements were coordinated alongside removal support.
Concerns about the conduct, behaviour or professionalism of our staff or contractors.
This procedure is not intended for routine enquiries, requests for information or minor issues that can be resolved immediately by our team. Those matters should be raised with us informally in the first instance.
Who Can Make a Complaint
This procedure is open to all customers and former customers of Self Storage Hackney, as well as authorised representatives acting on a customer’s behalf. We may ask for reasonable evidence that a representative has permission to act for you, particularly where personal or account information is involved.
Informal Resolution
Many problems can be resolved quickly and informally. If you are unhappy with any aspect of our storage services or removal support, please speak to a member of our on-site team or contact our customer service team as soon as possible. Explain the issue clearly, provide any relevant details such as dates, unit numbers or invoices, and tell us how you would like it to be resolved.
We aim to resolve informal issues promptly, usually within two to five working days. If you are not satisfied with the outcome, or if the matter is more serious or complex, you may use the formal complaints procedure set out below.
How to Make a Formal Complaint
If your concern cannot be resolved informally or you prefer a more formal approach, you can submit a written complaint. In your complaint, please include:
Your full name and, where relevant, your company name.
Your storage unit number or account reference if applicable.
A clear description of the issue, including key dates and events.
Details of any previous attempts to resolve the matter and who you dealt with.
Any supporting information you feel is relevant.
What outcome you are seeking, such as an explanation, correction of an error, or a goodwill gesture.
Providing complete and accurate information will help us investigate more effectively and respond within the timeframes described in this procedure.
Our Complaint Handling Stages
Stage One: Acknowledgement
Once we receive your formal complaint, we will record it in our internal register. We aim to acknowledge your complaint within five working days. The acknowledgment will confirm that we have received your complaint and will outline the next steps, including the name or role of the person responsible for handling the investigation.
Stage Two: Investigation
Your complaint will be investigated by an appropriate member of our management team who was not directly involved in the issue wherever possible. The investigator may:
Review your account records, storage agreements and relevant documentation.
Speak to staff members involved in the matter.
Inspect relevant areas of the facility if the complaint relates to physical conditions or access.
Consider any relevant policies, terms and conditions or industry guidance.
We aim to complete our investigation and provide a full response within 20 working days of acknowledging your complaint. If the issue is particularly complex and more time is needed, we will let you know, explain why, and provide an updated timescale.
Stage Three: Written Response
At the conclusion of our investigation, we will send you a written response. This will usually include:
A summary of your complaint and the issues we have considered.
The findings of our investigation.
Whether your complaint is upheld, partially upheld or not upheld.
Any actions we have taken or propose to take to resolve the matter.
Any learning points or service improvements identified as a result of your complaint.
Where appropriate, we may offer remedies such as corrections to your account, adjustments to charges where justified, or other reasonable proposals aimed at putting things right.
If You Remain Dissatisfied
If you are unhappy with our response at Stage Three, you may request a review. Your request should clearly explain why you are not satisfied and what you believe has not been addressed. Where possible, a senior manager who was not previously involved will review the handling of your complaint, the evidence considered and the conclusions reached.
We aim to complete this review and respond to you within 15 working days. The outcome of this review will be our final position on the matter within our internal complaints process.
Complaints Involving Removal Support
In some cases, our storage services are used in conjunction with removal or moving services arranged separately or through third parties. Where your complaint concerns both our services and those of another provider, we will investigate the aspects that relate to Self Storage Hackney and liaise with the other provider where appropriate. We will make it clear which parts of the response relate to our service and which may need to be taken up directly with the separate company.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information will only be shared with staff or external parties where necessary to investigate and resolve the issue, or where we are required to do so by law. We will handle your personal data in line with applicable data protection requirements.
Monitoring and Service Improvement
We record and review complaints on a regular basis to identify patterns, risks and opportunities for improvement. Feedback from customers helps us to refine our processes, improve our storage facilities, and coordinate more effectively with removal support where this is part of your experience with us.
