Self Storage Brompton Complaints Procedure
This Complaints Procedure explains how customers of Self Storage Brompton can raise concerns about our services and how we will handle those concerns. It covers storage services and any related removal or transport services arranged through us or carried out on our premises.
Our Commitment to You
We aim to deliver reliable, secure and professional self storage and associated removal support. If something goes wrong, we want to know. Complaints are an important way for us to identify issues, improve our operations and maintain high standards of customer care.
We will treat every complaint seriously, investigate it fairly and respond in a clear and timely manner. You will not be treated less favourably for raising a complaint in good faith.
What This Procedure Covers
This procedure applies to complaints about:
Service quality for self storage, including access, cleanliness, security and administration of units. Staff behaviour, conduct or communication. Handling of bookings, invoicing, payments and account administration. Arrangements for loading, unloading and on-site assistance related to removals. Any other aspect of your experience with Self Storage Brompton that you believe falls below reasonable expectations.
This procedure does not cover matters that are already the subject of legal action or insurance claims, but we may still review your concerns to help improve our services.
How to Make a Complaint
You can raise a complaint verbally in person at our site or in writing. We recommend that you make your complaint in writing wherever possible so that we have a clear record of the issues you wish to raise.
When making a complaint, please clearly state that you are submitting a complaint and provide the following information so we can investigate effectively:
Your full name and, if relevant, business name. Details of your storage unit or account, such as unit number and the dates of use. A description of what went wrong, including relevant dates, times and locations. Names or descriptions of any staff members involved, if known. Any steps that have already been taken to try to resolve the issue. What outcome or resolution you are seeking, if you have a preferred solution.
Initial Resolution
In many cases, complaints can be resolved quickly and informally. If you raise a concern while you are on site, the member of staff you speak to will try to resolve the issue immediately where possible. If the matter cannot be resolved straight away, it will be referred to a manager for further review.
If you contact us in writing, we will acknowledge your complaint. We aim to provide an initial acknowledgement within a reasonable time and to give you an indication of the next steps and expected timescales.
Investigation Process
A manager will review your complaint in an impartial and objective manner. The investigation may include:
Checking your account information, booking records and any relevant paperwork. Speaking with staff members and any contractors involved, such as removal teams operating on or to our site. Reviewing security logs, access records or other operational data if relevant. Considering any applicable terms and conditions that form part of your agreement with us.
We may contact you during the investigation if we require further information or clarification. Providing clear details and any supporting information at the outset will help us to complete our review more efficiently.
Our Response and Possible Outcomes
Once the investigation is complete, we will provide you with a written response that:
Summarises the complaint and the issues we have considered. Explains what we have found as a result of our investigation. Sets out any actions we have already taken or propose to take.
Depending on the circumstances, possible outcomes may include an explanation or clarification, an apology, practical steps to remedy the problem where this is possible, or internal changes to processes or staff training. Where applicable, we will also explain how any decision relates to your agreement and our standard terms and conditions.
If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may ask for a review by a more senior manager who was not directly involved in the original decision. When requesting a review, please explain why you disagree with the outcome and provide any additional information you believe is relevant.
The reviewing manager will consider whether the original investigation was fair and complete, whether the decision was reasonable in light of the evidence available and whether any further steps are required. We will then confirm our final position to you in writing.
Time Limits and Evidence
We encourage you to raise complaints as soon as possible after an issue arises. This helps us to investigate while details are still fresh and any evidence, such as records or witness recollections, remains available. Delays may limit the actions we can take, particularly in relation to short-term storage or removal arrangements that have already concluded.
Where a complaint relates to alleged loss, damage or delay involving stored items or goods moved as part of a removal, we may need evidence of the condition and value of items. You should keep any relevant documentation, such as inventory lists, photographs or invoices, to support your complaint and any related insurance claim.
Confidentiality and Data Protection
All complaints will be handled with appropriate confidentiality. Information about your complaint will be shared only with those who need it to investigate and respond. We will handle your personal information in line with applicable data protection requirements.
Continuous Improvement
We regularly review complaints and feedback to identify trends and areas where our storage and associated removal support services can be improved. Lessons learned from complaints may lead to changes in our procedures, staff training, communication methods or site operations, with the aim of preventing similar issues from arising in future.
By following this Complaints Procedure, Self Storage Brompton seeks to ensure that all concerns are dealt with fairly, consistently and with respect for our customers and team members.
