Complaints Procedure for Self Storage Docklands
Self Storage Docklands is committed to delivering a reliable, professional service for all customers, including those using our facilities alongside removal company services. We take all complaints seriously and view them as an opportunity to improve our standards and customer experience.
This Complaints Procedure explains how you can raise a concern, how we will respond, and the steps we will take to achieve a fair resolution.
1. Purpose of This Complaints Procedure
The purpose of this Complaints Procedure is to provide a clear, simple route for customers to tell us when something has gone wrong. It applies to all aspects of our self storage services and any associated services we provide that may be used in combination with professional removal companies.
We aim to:
Respond promptly and courteously to all complaints.
Investigate matters thoroughly and impartially.
Explain our findings clearly and honestly.
Provide appropriate remedies where a complaint is upheld.
Use feedback to improve our systems and service delivery.
2. What We Class As a Complaint
A complaint is any expression of dissatisfaction about our facilities, staff, procedures, or customer service, whether justified or not. This can include but is not limited to:
Concerns about the condition, safety, or suitability of storage units or access areas.
Issues relating to booking, check-in, or check-out processes.
Concerns about how our team have interacted with you.
Problems experienced when coordinating access for a removal company or third-party transporter.
Concerns about the clarity of information, pricing, or terms of service.
3. How to Make a Complaint
You can submit a complaint in writing or in person at our site. Written complaints help us keep an accurate record of what happened and how we have responded. When raising a complaint, please provide as much detail as possible, including:
Your full name and any relevant account or unit details.
The date and approximate time of the incident or issue.
A clear description of what went wrong.
The names of any staff or removal company representatives involved, if known.
Any supporting information that may help us investigate, such as photographs, documents, or correspondence.
If your complaint relates to the actions of a third party, such as a removal company you have separately engaged, we will review our own role and responsibilities in the situation and explain clearly what we can and cannot address.
4. Stage One: Initial Complaint Handling
In the first instance, we encourage you to raise your complaint with the member of staff you have been dealing with, or with a duty manager at the site. Many issues can be resolved quickly and informally at this stage.
Where a resolution is not immediately possible, we will:
Acknowledge your complaint.
Record the details in our internal system.
Explain the next steps and likely timescales for a full response.
We aim to provide an initial response within a reasonable time frame, normally within 5 to 10 working days, depending on the complexity of the matter.
5. Stage Two: Formal Investigation
If you are not satisfied with the outcome at Stage One, or if the matter is complex, your complaint will be escalated for a formal investigation. This may be handled by a senior member of the management team who was not directly involved in the original issue.
During the investigation we may:
Review your account and any relevant documentation or agreements.
Speak to staff members who were involved.
Review any available logs, access records, or CCTV where relevant and permissible.
Consult with any removal company or third party involved, where this is necessary and appropriate.
Once the investigation is complete, we will provide a written outcome explaining:
What we have investigated.
Our findings and reasoning.
Whether your complaint has been upheld in full, in part, or not upheld.
Any actions we will take to put matters right or to prevent a repeat of the issue.
6. Possible Outcomes and Remedies
Where your complaint is upheld, we will consider all appropriate steps to resolve the matter. Outcomes may include:
A clear explanation, clarification, or apology.
Corrective action to our processes or facilities.
Adjustments to your account where appropriate and in line with our terms.
Improved coordination procedures for customers using removal company services alongside our storage.
Any remedy will reflect the nature of the issue, the impact on you, and our responsibilities under the agreement we have with you.
7. Time Limits for Complaints
You are encouraged to raise any concerns as soon as reasonably possible after the issue arises. Prompt notification makes it easier for us to investigate and obtain accurate information. While we will always consider a complaint raised in good faith, it may be more difficult to investigate matters that occurred a long time ago or where records are no longer available.
8. Confidentiality and Data Protection
All complaints are handled in confidence and in accordance with our data protection responsibilities. Information will only be shared internally with staff who need it to investigate and respond to your complaint. Where third parties are involved, such as a removal company, we will only share information where necessary, lawful, and appropriate to address the issue.
9. Our Commitment to Continuous Improvement
We review complaints regularly to identify any trends or recurring issues. This helps us improve our services, including how we support customers coordinating moves with professional removal companies. Training, procedures, and on-site facilities may be updated as a result of the feedback we receive.
10. Records of Complaints
We keep records of complaints and their outcomes for an appropriate period. These records help us monitor performance, demonstrate how we have handled issues, and ensure that any agreed actions have been implemented.
By using our services, you can be confident that we take your concerns seriously and are committed to handling them fairly, transparently, and promptly in line with this Complaints Procedure.
