Self Storage Brent Complaints Procedure
This Complaints Procedure explains how you can raise a concern about Self Storage Brent, how we will handle your complaint, and what you can expect from us at each stage. It applies to all customers using our self storage facilities and any associated removal or transport services arranged through us.
Our commitment to resolving complaints
Self Storage Brent aims to provide a reliable, secure and professional service for all storage users, including customers who use us alongside domestic or commercial removals. If something goes wrong, we want to know about it so that we can put it right and prevent it from happening again.
We are committed to handling complaints promptly, fairly and consistently. You will be treated with courtesy and respect, and your complaint will not affect any ongoing services you receive from us.
What this procedure covers
This procedure covers complaints about any aspect of our storage services and related activities, including:
Condition, cleanliness or security of storage units or shared areas. Customer service, communication, booking and account management. Access arrangements, handling of goods on site, and coordination with removal or delivery providers. Charges, invoicing, payment queries and the application of our terms and conditions. How staff or contractors acting on our behalf have behaved.
This procedure does not cover disputes that fall solely under third-party service providers not arranged or managed by us, or issues that are already the subject of legal proceedings. However, we will still consider reasonable feedback on how such matters may affect your experience of our site.
Raising an informal concern
We encourage you to raise concerns as soon as possible, ideally while you are on site or shortly after the issue occurs. In many cases, problems can be resolved quickly and informally by speaking with a member of our team.
You can explain what has happened, how it has affected you, and what you would like us to do. Where possible, we will aim to resolve the matter immediately or provide a clear timeframe for a response. If we resolve your concern at this informal stage, we may make a note of the discussion so we can learn from it.
Making a formal complaint
If your concern cannot be resolved informally, or you prefer to make a formal complaint straight away, you can do so in writing. Written complaints help us to understand the situation clearly and keep an accurate record of what has happened.
Please include the following information to help us investigate:
Your full name and the name the storage agreement is held under. The unit number or reference and relevant dates. A clear description of what went wrong, including any details of removal or delivery arrangements if relevant. Any steps already taken to resolve the issue and the outcome. What you consider to be a fair resolution.
You may provide copies of any supporting documents such as photographs, booking confirmations or correspondence. Please do not send original documents.
Acknowledging your complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. In our acknowledgement, we will confirm that we have received your complaint and outline the next steps, including who will be handling the investigation and the anticipated time required to respond.
How we investigate complaints
Your complaint will be reviewed by an appropriate member of our team who was not directly responsible for the issue you have raised, wherever possible. The investigation may include:
Reviewing your storage agreement, account notes and any related documents. Speaking with team members or contractors involved. Examining relevant site records, including access logs or reports relating to unit condition and security. Considering any applicable policies, terms and conditions or industry standards.
In some cases, we may contact you for more information or clarification while we investigate. This helps us ensure we fully understand your experience, particularly where removals or transport arrangements are involved.
Our response and possible outcomes
After we complete our investigation, we will provide a written response setting out:
A summary of your complaint and the issues we have considered. The findings of our investigation and how we reached our conclusions. Whether your complaint is upheld in full, upheld in part or not upheld. Any actions we will take to put things right, where appropriate.
Potential outcomes may include an explanation or apology, practical steps to correct an issue, reviewing internal procedures, staff training, or adjustments to your account where justified. Any remedies will be assessed on a case-by-case basis and in line with our terms and conditions.
Escalating your complaint
If you are not satisfied with our response, you may request that your complaint is reviewed at a higher level. When you do this, please explain which parts of our decision you disagree with and why, and whether you have any additional information you would like us to consider.
The escalation review will consider the original complaint, our first investigation and response, and any new points you raise. We will then provide a final written response, confirming our position and any further actions we will take.
Time limits and historic complaints
We encourage you to raise complaints as soon as reasonably possible while events are still recent and evidence is available. Complaints raised after a significant delay may be harder to investigate fully, particularly where storage periods, removals or staff members have changed over time. However, we will always review the information you provide and advise what we can reasonably do in the circumstances.
Confidentiality and data handling
All complaints are handled in confidence and in accordance with our obligations under data protection law. Information will be shared only with those who need it to investigate or respond to your concerns, or where we are legally required to disclose it.
Using this procedure
By using our storage services, including where these are combined with removal or delivery arrangements, you acknowledge that complaints will be handled under this procedure. This procedure does not limit any statutory rights you may have under consumer or contract law. We reserve the right to update this Complaints Procedure from time to time. The version in force at the time you raise your complaint will be the one applied to your case.
