Self Storage Ealing Complaints Procedure
This complaints procedure explains how Self Storage Ealing handles concerns and complaints from customers using our storage units, associated transport, and removal-related services. Our aim is to deal with every issue promptly, fairly and consistently, and to use all feedback to improve our services.
Our Commitment to You
We recognise that, despite our best efforts, things can occasionally go wrong. When this happens, we want to know about it. We are committed to:
Listening carefully to your concerns, treating you with respect, and keeping your information confidential and secure.
Investigating complaints thoroughly and objectively, including issues about storage units, access, billing, collection and delivery, or handling of goods where we assist with removals or transport.
Responding within clear timeframes and keeping you informed of progress.
Putting things right where we are at fault and taking steps to prevent the same problem happening again.
What This Procedure Covers
This procedure applies to complaints about:
The condition, security or availability of storage units.
Customer service, including communication, staff conduct and on-site support.
Booking, contract terms, invoicing, payments and charges.
Collection, delivery or removal-related assistance provided by or arranged through Self Storage Ealing.
Site facilities, including access systems, opening hours and cleanliness.
This procedure does not cover general enquiries or routine requests such as booking changes or standard account updates, which can be handled through normal customer service channels.
How to Make a Complaint
You can make a complaint in person at our facility reception, by writing to us, or through any regular customer communication method you normally use with us. Please clearly state that you are making a complaint so that we can follow this procedure.
To help us understand and resolve your complaint efficiently, please provide:
Your full name and any account or unit reference you have.
The date or dates when the issue occurred.
A clear description of what went wrong, including relevant details such as storage unit number, collection or delivery times, and any arrangements made for handling or transporting your goods.
Copies of any relevant documents, such as booking confirmations, invoices or photographs.
What outcome you are seeking, for example an explanation, a correction, an apology or a review of charges.
Stage One: Initial Review and Response
In the first instance, complaints are handled by the on-site team or the member of staff most directly involved in providing the service.
We will acknowledge your complaint as soon as reasonably possible. Where you raise it in person, this will normally be immediate. When you contact us in writing or through other channels, we aim to acknowledge it within a reasonable working period.
We will then review the details, which may include:
Checking your account and booking records.
Reviewing access logs, site reports or collection and delivery notes where removal or transport assistance was involved.
Speaking with staff members who were directly involved.
We aim to provide a full response once our review is complete, explaining our findings, any actions we propose to take, and the reasons for our decision. If we need more time due to complexity or the need to gather further information, we will let you know and provide an updated timescale.
Stage Two: Escalation for Further Review
If you are not satisfied with the outcome at Stage One, you may ask for your complaint to be escalated for further review. When you do this, please explain why you remain dissatisfied and what you would like us to reconsider.
At Stage Two, a more senior member of our team, not directly involved in the original matter where possible, will review:
The original complaint and all related correspondence.
The actions taken and decisions made at Stage One.
Any additional information or evidence you provide.
This review is intended to provide a fresh assessment and to ensure that our initial handling was fair, reasonable and in line with our policies and your agreement with us. We will aim to provide a clear and final written response within a reasonable time frame, setting out our conclusions and any further actions we will take.
Potential Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification of what happened and why.
An apology, where we accept that something has gone wrong in the storage or any associated removal-related process.
Correction of records, invoices or account details.
Reconsideration or adjustment of certain charges where appropriate and in line with your contract.
Operational improvements, such as staff training, process changes or clearer communication to help prevent similar issues in future.
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. We will store and process personal data related to your complaint in accordance with applicable data protection requirements and our internal policies.
Using Feedback to Improve Our Services
We record complaints and monitor them regularly to identify patterns, recurring issues and areas for improvement. This includes reviewing matters linked to storage conditions, access arrangements, and any removal or transport assistance we provide or help coordinate. Your feedback helps us maintain and improve standards for all customers.
Review of This Procedure
Self Storage Ealing reserves the right to update or amend this complaints procedure from time to time to reflect changes in our services, operating practices or legal requirements. The version available at our facility and on our website will always be the most current.
