Self Storage Merton Complaints Procedure
This complaints procedure explains how customers of Self Storage Merton can raise concerns about our self storage or associated removal and handling services, and how those concerns will be managed. Our aim is to resolve issues quickly, fairly and consistently, while using feedback to improve our facilities and customer experience.
Our Commitment to Handling Complaints
We recognise that from time to time things may not go as expected. When this happens, we want to hear from you. We are committed to:
Listening carefully to what has gone wrong from your perspective, acknowledging your concerns, investigating thoroughly and impartially, responding within clear timescales, keeping you informed throughout the process, and using the outcome to improve our self storage and removal-related services.
What This Procedure Covers
This procedure covers complaints about:
The condition, security or management of our storage units and facilities, the standard of customer service you receive in person or remotely, the handling of your goods within our premises, including loading and unloading support, the conduct or behaviour of our staff or contractors, and the administration of your storage agreement, including billing and documentation.
This procedure does not cover issues that are part of normal day-to-day enquiries, such as routine questions about access, bookings or prices, which can be handled directly by our customer service team.
Raising a Complaint Informally
Where possible, we encourage you to raise your concern informally in the first instance. Many issues can be resolved quickly when they are brought to the attention of the team member on duty.
You can raise an informal complaint by speaking to a member of staff at the facility or by contacting our customer service team using the usual contact details published on our website or documentation. Please clearly explain what happened, when it took place, who was involved and what you are seeking as an outcome.
We will aim to resolve informal complaints within a reasonable timeframe, usually within a few working days. If you are not satisfied with the response, or if the matter is more serious, you may wish to make a formal complaint.
Making a Formal Complaint
If your concern cannot be resolved informally, you can make a formal complaint. To help us investigate effectively, please provide as much detail as possible, including your full name and storage unit reference if applicable, the dates and times of the incident or issue, a clear description of what went wrong, the names or roles of any staff involved if known, and any supporting information you feel is relevant, such as photographs, notes or copies of invoices.
You should submit your formal complaint in writing using the contact methods we provide, marking it clearly as a complaint. This ensures it is treated under this procedure and logged appropriately.
Acknowledgement and Timescales
Once we receive your formal complaint, we will log it and allocate it to an appropriate manager for review. We will send you an acknowledgement confirming that your complaint has been received and is being investigated.
We aim to acknowledge all formal complaints within a short period and to provide a full response within a reasonable timeframe, taking into account the complexity of the matter. If we anticipate that our investigation will take longer, we will inform you of any delay and explain the reasons.
How We Investigate Complaints
Our investigation will be thorough, objective and proportionate to the nature of the complaint. This may include reviewing your storage agreement and account history, speaking with the staff members involved, examining any relevant CCTV or access records where available and permitted, reviewing any written correspondence or notes relating to the incident, and considering any evidence or information you have provided.
For complaints relating to the movement, loading or unloading of goods connected with our storage services, we may also review any relevant handling instructions, inventory records or agreed service terms.
We will consider all information carefully before reaching a conclusion and deciding on any appropriate remedy.
Our Response and Possible Outcomes
Once the investigation is complete, we will write to you with our findings. Our response will normally include a summary of your complaint, an outline of the steps we took to investigate, our conclusions about what happened, and any actions we propose to take.
Depending on the circumstances, outcomes may include an explanation or clarification where there has been a misunderstanding, an apology where we have fallen short of our standards, corrective actions to address any ongoing issues, such as changes to procedures, staff training or improvements to our facilities, and where appropriate, a practical resolution consistent with our contractual obligations and any applicable terms and conditions.
If You Are Not Satisfied
If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed by a more senior manager. You should explain why you are unhappy with the outcome and what you believe would be a fair resolution.
The senior review will focus on whether the complaint was handled fairly and in line with this procedure, whether the evidence was considered properly, and whether the decision reached was reasonable in the circumstances. Once this review is complete, we will provide you with a final response.
Confidentiality and Data Protection
All complaints are handled with appropriate confidentiality. Information is shared only with those who need it in order to investigate and respond to your complaint. Any personal data processed in connection with a complaint will be handled in line with our data protection responsibilities and retained only for as long as necessary for the purpose of managing the complaint and meeting any legal or regulatory requirements.
Using Feedback to Improve Our Services
We treat every complaint as an opportunity to learn and improve. Feedback from customers helps us to maintain high standards across our self storage operations and associated services such as loading assistance, on-site handling and coordination with removal providers. We regularly review complaints to identify patterns, recurring issues or areas where changes to our processes, training or facilities would benefit customers.
By following this complaints procedure, Self Storage Merton aims to deal with concerns promptly, fairly and consistently, supporting a reliable and professional storage experience for all customers.
