Self Storage Bermondsey Complaints Procedure
This Complaints Procedure explains how Self Storage Bermondsey handles concerns and complaints from customers using our storage units and related services, including when storage is arranged alongside removals or transport. Our aim is to resolve issues promptly, fairly and transparently so that you can use our facilities with confidence.
Our commitment to you
We are committed to providing secure, well managed storage and professional customer service. If something goes wrong, we want to know about it so we can put it right, learn from the experience, and improve our services. Every complaint is taken seriously and handled in line with this procedure.
What counts as a complaint
A complaint is any expression of dissatisfaction about our storage facilities, our staff, our processes, or the way we have delivered or managed services, including where they are connected to removals, collections, or deliveries. You do not need to use the word complaint for this procedure to apply.
Examples of issues that may be treated as complaints include problems with access arrangements, customer service, billing or charges, contract terms where you believe we have not followed them correctly, security concerns, or the coordination of storage with moving or transport services.
Raising a concern informally
In many cases, an issue can be resolved quickly and informally. If you have a concern, please speak to a member of our team as soon as possible. This can often resolve misunderstandings or minor issues on the spot, particularly in relation to move-in or move-out dates, unit access, or practical matters linked to removals and deliveries.
If your concern cannot be resolved informally, or you prefer a more formal response, you can make a formal complaint using the steps below.
How to make a formal complaint
When making a complaint, please provide as much information as you can so that we can investigate thoroughly. This should include your full name, any relevant account or unit details, a clear description of the issue, key dates and times, and what outcome you are seeking. If your complaint relates to removal or transport arrangements connected to your storage, please include details of those arrangements as well.
You can submit a formal complaint in writing or by speaking to a member of our team who will record the details on your behalf. Written complaints help us keep a clear record of the matter and our actions.
Stage one: Initial review and response
At the first stage, your complaint will be reviewed by a member of the management team. We will acknowledge your complaint and confirm that we are looking into it. We will then investigate the circumstances, which may include reviewing account records, access logs, agreements, and any notes taken at the time of the events you describe.
We aim to provide a clear response within a reasonable timescale. In our response, we will explain our understanding of your complaint, outline what we have found, confirm any actions we will take, and, where appropriate, offer proposals to resolve the matter. This may include correcting an error, clarifying information, offering a practical solution, or explaining why we are unable to meet a particular request.
Stage two: Escalation and further review
If you are not satisfied with the outcome at stage one, you can ask for your complaint to be escalated. Your complaint will then be reviewed by a more senior member of the team who was not directly involved in the original decision where possible.
During this stage, we may ask you for additional information or clarification, especially if your complaint concerns complex matters such as damage claims, liability questions, or coordination with third parties such as removal providers. We will review the stage one outcome, assess whether the process was fair and complete, and consider whether any further action is appropriate.
After this review, we will send you a final response explaining our decision and any additional steps we will take. If we conclude that we cannot reasonably take the matter further, we will explain the reasons for that decision.
Timescales and communication
We aim to acknowledge complaints promptly and to resolve them as quickly as is reasonably possible, taking into account the nature and complexity of the issue. If we anticipate that our investigation will take longer than usual, we will let you know and provide an estimated timescale for our response.
We will normally communicate using the same method you used to contact us, unless you ask us to respond in a different way. All communications about your complaint will be clear and respectful.
Working with third parties
Where your concerns involve third parties, such as independent removal companies, transport providers, or contractors, we will consider the extent of our responsibility and what we can reasonably do to assist. We may need to obtain information from those parties or suggest that you raise a complaint with them directly for issues that fall outside our control.
We will always be clear about the limits of our role and about any steps we are able to take to support you when your storage arrangements are combined with other services.
Confidentiality and data protection
All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and resolving your complaint, managing your account, and meeting our legal and regulatory obligations. We will only share details with those who need to know in order to handle the matter appropriately.
Continuous improvement
We review complaints regularly to identify themes, recurring issues, or areas where we can improve our storage services, customer support, and our coordination with moving and transport arrangements. Your feedback, whether positive or negative, helps us improve the way we operate and manage our facilities.
Recording and monitoring complaints
All formal complaints are recorded in our internal systems. This record includes the nature of the complaint, the steps taken to investigate, the outcome, and any measures introduced to prevent similar issues in future. These records help us monitor service quality and ensure that complaints are dealt with consistently and fairly.
Review of this procedure
This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective and appropriate for the services we provide. We may update it from time to time to reflect changes in our operations, customer expectations, or applicable requirements. The latest version will always be made available to customers on request.
