Self Storage Highbury Complaints Procedure
This Complaints Procedure explains how you can raise a concern about any aspect of our services at Self Storage Highbury and how we will manage and resolve your complaint. It applies to all storage customers, including those using associated removal and transport services arranged through or alongside our storage solutions.
Our Commitment to You
We aim to provide a reliable, secure and professional storage service, supported where required by carefully coordinated removal and delivery arrangements. If something goes wrong, we want to know about it so we can put it right, learn from it and improve our service. We are committed to handling all complaints fairly, consistently and in a timely manner.
What Is a Complaint
A complaint is any expression of dissatisfaction about our storage services or related activities, whether justified or not, where you would like a response or resolution. This may include complaints about:
Service quality during move-in or move-out
Conduct, attitude or professionalism of staff or contractors
Issues relating to access, billing or account administration
Problems associated with removal, collection or delivery services linked to your storage
Facilities, security, cleanliness or condition of storage units and common areas
Communication, information provided or the way an issue has previously been handled
Raising a Complaint Informally
Many concerns can be resolved quickly and informally. In the first instance, please speak to a member of the on-site team and explain the issue clearly, including any relevant dates, times and details of those involved. Wherever possible, we will try to resolve your concern immediately or within a reasonable period while you are still on site or shortly after you first contact us.
If your concern relates to a removal or transport service associated with your storage, please provide as much detail as you can about the booking, including the date and time of the removal, the locations involved and any specific problems encountered, such as delays, damage or access issues.
Making a Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if you feel that the issue is too serious to be dealt with informally, you may make a formal complaint. Please set out your complaint in writing and include:
Your full name and the name on the storage agreement
Your storage unit number and the relevant dates
A clear description of what has happened and what you believe has gone wrong
Details of any discussions you have already had with our team about the issue
Any evidence you have, such as photographs, inventory notes or removal paperwork
What outcome or resolution you are seeking
Written complaints will be logged and allocated to a senior member of staff for investigation.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will:
Acknowledge receipt of your complaint within a reasonable period
Review the details you have provided and gather any additional information required, such as staff statements or system records
Where relevant, liaise with any removal or transport partners linked to your storage booking to understand what happened and to coordinate a fair response
Assess the facts impartially and consider any applicable terms, conditions and policies
Provide you with a written response explaining our findings, any proposed resolution and the reasons for our decision
We aim to provide a full response within a reasonable timescale from acknowledgment. If we are unable to respond within that period, we will let you know and explain the reason for the delay.
Possible Outcomes and Resolutions
Our primary aim is to resolve complaints fairly and proportionately. Depending on the nature of the issue, possible outcomes may include:
An explanation or clarification where there has been misunderstanding
An apology where service has fallen below our expected standards
Practical steps to put matters right where reasonably possible
Improvements to our processes, staff training or communication
Where appropriate, consideration of any remedies in line with our contract terms
Where a complaint involves both storage and associated removal services, we will take a holistic view so that the overall impact on your experience is properly considered.
Escalating Your Complaint
If you remain dissatisfied after receiving our formal response, you may request that your complaint be escalated. This will involve a further review of the matter by a more senior manager who has not been involved in the initial investigation. You should explain why you are unhappy with the previous response and what you believe has not yet been adequately addressed.
The senior manager will review the existing file, consider any new information you provide and may contact you for further clarification. A final written response will then be issued, confirming our position and any final steps we are willing to take.
Complaints Involving Third Parties
In some cases, your complaint may involve third-party providers, such as independent removal or transport firms that you have engaged directly. While we cannot accept responsibility for services that are not arranged through or on behalf of Self Storage Highbury, we will, where appropriate, assist you with information we hold and, if possible, help facilitate communication to support a resolution.
Confidentiality and Data Protection
All complaints will be handled in a confidential manner. Information will only be shared with those who need to know it in order to investigate and resolve your complaint or where we are legally required to disclose it. Any personal data we process in connection with a complaint will be handled in line with our data protection obligations.
Learning From Complaints
We value feedback from our customers and treat complaints as an important source of information about how we can improve. Complaints data may be reviewed periodically to identify recurring issues, trends or areas where our storage or removal coordination services could be enhanced. This may lead to changes in our procedures, staff training or customer communication to help prevent similar issues arising in the future.
Review of This Procedure
This Complaints Procedure is reviewed regularly to ensure it remains clear, effective and aligned with our commitment to good customer service. We may update it from time to time to reflect changes in our operations, legal requirements or best practice in the storage and removal services sector.
