Complaints Procedure for Self Storage Knightsbridge
Self Storage Knightsbridge is committed to providing a reliable and professional service for all customers using our storage facilities and related removal support. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect at each stage of the process.
Our commitment to you
We aim to handle all complaints in a fair, transparent and timely manner. Whether your concern relates to a storage unit, access arrangements, billing, security or the coordination of removal services linked to your booking, we will treat your feedback seriously and use it to improve our service.
We will always seek to:
Listen carefully to your concerns and understand the issue from your perspective.
Investigate thoroughly and objectively, based on the information available.
Provide a clear explanation of our findings and any actions we will take.
Learn from complaints to prevent similar issues arising in future.
What is a complaint
A complaint is any expression of dissatisfaction about the services or facilities provided by Self Storage Knightsbridge, or by representatives acting on our behalf. This may include, for example:
Concerns about the condition, cleanliness or suitability of storage units.
Issues relating to access, loading areas or on-site assistance during moves.
Matters involving removal coordination connected to your storage booking.
Disputes about invoices, charges, deposits or payments.
Concerns about conduct, communication, or customer service.
You do not need to refer to your issue as a complaint for it to be handled under this procedure. If we recognise that you are unhappy with any aspect of our service, we will treat it as a complaint and follow these steps.
Stage 1: Raising a complaint informally
In many cases, concerns can be resolved quickly and informally. We encourage you to raise the issue as soon as possible with the member of staff you have been dealing with or at the storage facility reception. This allows us to address straightforward matters promptly, such as clarifying billing, adjusting access arrangements, or resolving minor issues during a removal or move-in day.
When raising an informal complaint, please provide as much detail as you can, including:
Your full name and, where relevant, your unit or account reference.
The date and approximate time the problem occurred.
A clear description of the issue and how it has affected you.
Any steps that have already been taken to address the matter.
We will do our best to resolve the issue immediately or within a reasonable period. If you are not satisfied with the outcome, or if the matter is more complex, you may wish to proceed to a formal complaint.
Stage 2: Formal complaint
If your concern cannot be resolved informally, you can escalate it as a formal complaint. When doing so, please set out the details of your complaint in writing, including:
Your full name and preferred method of contact.
Relevant dates, times and locations.
Names or descriptions of any staff or contractors involved, if known.
Copies or details of any supporting documentation, such as invoices, photographs or correspondence.
A clear explanation of the outcome you are seeking, for example a correction, an explanation, an apology, or a review of a charge.
On receipt of a formal complaint, we will acknowledge it within a reasonable timeframe and advise you of the next steps and an indicative timescale for our investigation. We may contact you to clarify points or request additional information if needed.
Investigation of your complaint
Your complaint will be reviewed by a manager who was not directly involved in the matter wherever possible. Our investigation may include:
Reviewing your account records, storage agreement and any relevant documentation.
Speaking to staff members or contractors involved, including any removal partners linked to your booking.
Examining any available site records, such as access logs or unit inspection notes.
Assessing whether our policies and procedures were followed correctly.
We aim to complete our investigation and provide a written response within a reasonable time, depending on the nature and complexity of the complaint. If we are unable to meet the initial timescale, we will keep you informed of progress and explain the reasons for any delay.
Our response and possible outcomes
Once the investigation is complete, we will provide you with a clear outcome. This will typically include:
A summary of your complaint and the issues investigated.
The findings of our investigation, including any relevant evidence considered.
Our decision and the reasons behind it.
Details of any actions we will take, which may include:
An explanation or clarification of policies or charges.
Corrective action, such as amending an invoice or updating records.
Operational changes to improve our storage or removal coordination services.
Training or guidance for staff where appropriate.
Where we have made a mistake, we will acknowledge this, apologise and take reasonable steps to put matters right.
Escalation and further review
If you remain dissatisfied after receiving our formal response, you may request that your complaint is reviewed at a higher level within Self Storage Knightsbridge. We will consider whether any further investigation is appropriate, particularly where new information has become available or where you believe there has been an oversight.
We will inform you of the outcome of any further review and explain our final position. At this stage, our internal complaints procedure will be considered exhausted.
Time limits for raising a complaint
We encourage you to raise complaints as soon as reasonably possible after the issue arises, as this makes it easier for us to investigate. While we may still consider complaints raised at a later date, our ability to review records or recall events may be reduced over time, especially for matters involving previous storage periods or earlier removal bookings.
Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. Information will only be shared with those who need it to investigate or resolve your complaint. We will process personal data in line with applicable data protection requirements and retain records of complaints for an appropriate period to monitor trends and improve our services.
Using complaints to improve our service
Feedback from complaints is an important source of learning for Self Storage Knightsbridge. We regularly review complaints data to identify patterns and to enhance the quality, safety and reliability of our storage facilities and associated removal support. By raising concerns, you help us to provide a better service for all customers.
