Complaints Procedure for Self Storage Queen's Park Customers
This Complaints Procedure explains how you can raise a concern about any aspect of the services provided by Self Storage Queen's Park, including storage units, customer support, and associated removal or moving assistance. Our aim is to resolve issues promptly, fairly, and transparently.
Our Commitment to You
Self Storage Queen's Park is committed to delivering a reliable and professional service to all customers, including those using our facility alongside removal or transport providers. We take all complaints seriously and view them as an opportunity to review and improve our service.
What This Procedure Covers
This procedure applies to complaints relating to:
Day to day service at the storage facility, including access, security, cleanliness, and staff conduct. Administration, documentation, and billing for storage agreements. Communication regarding bookings, renewals, and account management. Support offered in connection with moving goods into or out of storage, including coordination with removal companies or man and van services. Handling of your personal data and the way your information is managed.
This procedure does not cover issues that are the responsibility of third party companies, such as independent removal firms contracted directly by you. However, we will always listen to your concerns and explain clearly where responsibility lies and what we can reasonably do to assist.
Raising an Informal Concern
Where possible, we encourage you to raise any concern informally in the first instance. Many issues can be resolved quickly by speaking to a member of our on site team or the duty manager. You can do this in person or in writing. When raising an informal concern, please provide:
Your full name and storage unit or account reference, if applicable. A clear description of what has gone wrong. Relevant dates, times, and the names of any staff or third parties involved. Any evidence that may help us understand the issue, such as photos or copies of documents.
We will listen carefully, clarify any details with you, and aim to provide an immediate response where possible. If the matter requires further investigation, we will explain the next steps and expected timescales.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer to make a formal complaint from the outset, you can do so in writing. A formal complaint should include:
Your name and contact details. Details of your storage agreement or account. A clear statement that you are making a formal complaint. A description of the issue, including dates, times, and those involved. The outcome you are seeking, where possible.
Please submit your formal complaint to the site management team. If you are unable to submit your complaint in writing, we will make reasonable adjustments to help you record your complaint in a suitable format.
How We Will Handle Your Complaint
We will acknowledge your formal complaint within a reasonable timeframe. In our acknowledgement, we will confirm who is dealing with your complaint and the expected timescale for our response.
Your complaint will be investigated by a manager who was not directly involved in the matter, wherever possible. The investigation may include:
Reviewing relevant documents and records. Speaking to staff members or contractors involved. Inspecting any relevant areas of the facility. Considering our contractual obligations and internal policies.
Once the investigation is complete, we will provide you with a written response. This response will summarise your complaint, outline the steps taken to investigate it, state our findings, and confirm any actions we will take as a result. We aim to respond in full within a reasonable period, depending on the complexity of the issue.
Possible Outcomes and Remedies
Where your complaint is upheld in full or in part, we may offer one or more of the following remedies, as appropriate to the circumstances and to the terms of your storage agreement:
An explanation and, where appropriate, an apology. A practical solution to correct an error or oversight. Changes to your account or booking arrangements. Service improvements or staff training to prevent recurrence. Any other reasonable steps designed to resolve the issue fairly.
Where your complaint relates to services provided directly by a third party, such as an independent removal company, we will explain the limits of our responsibility. We may also indicate how you can pursue the matter directly with that provider.
Escalating Your Complaint
If you are dissatisfied with the outcome of your formal complaint, you may ask for your complaint to be reviewed at a higher level within our organisation. When requesting an escalation, please set out why you remain dissatisfied and what further resolution you are seeking.
A senior manager will review the original complaint, the investigation, and the outcome. They may contact you for more information. Once they have completed their review, they will send you a final written response explaining their conclusions and any further actions, if applicable.
Time Limits for Complaints
We encourage customers to raise concerns as soon as possible after an issue occurs, particularly where it relates to active storage units, moving days, or removal arrangements. This helps us investigate while details and records are current. As a general guideline, complaints raised more than six months after an event may be more difficult to investigate fully, but we will still consider them where reasonable.
Confidentiality and Data Handling
All complaints are handled sensitively. Information about your complaint will only be shared with those who need it in order to investigate and resolve the matter. We will store and process your complaint in line with our data protection obligations and retention policies.
Continuous Improvement
We regularly review complaints and feedback to identify patterns and areas for improvement. This includes reviewing procedures related to storage access, security, customer communication, and coordination with removal or transport services. By following this procedure, we aim to maintain high standards and ensure that our self storage customers receive consistent, professional support at every stage of their booking with Self Storage Queen's Park.
