Self Storage Holland Park Complaints Procedure
Self Storage Holland Park is committed to providing a reliable and professional self storage service, including support for customers who use removal companies in our service area. We recognise that, on occasion, things may go wrong. This Complaints Procedure explains how you can raise a concern, how we will respond, and what to do if you remain dissatisfied.
1. Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear and fair process for dealing with complaints from current or former customers. It applies to all aspects of our self storage services, including access, billing, customer service, and the coordination of storage with third-party removal services instructed by you. This procedure does not affect your statutory rights.
2. What We Class as a Complaint
A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of service you have received from Self Storage Holland Park. A complaint may relate to, for example:
The condition or suitability of storage units. The conduct or attitude of our staff on site or in customer support. Billing, charges, or the application of our terms and conditions. Access arrangements, including issues that may arise when removal companies are delivering or collecting your goods. The clarity of information we have provided before, during, or after your storage period.
If your concern relates mainly to the work of a separate removal company that you have engaged directly, we may not be able to resolve that matter on your behalf, but we will still record your concern and advise you how best to proceed.
3. How to Make a Complaint
You may raise a complaint verbally or in writing. While we will always try to resolve issues raised in person or by phone, we encourage customers to set out more serious or complex complaints in writing so that there is a clear record of the matter.
When submitting a complaint, please provide the following information: Your full name and, if applicable, your company name. Your storage unit number and the dates of your agreement. A clear description of your concern, including relevant dates, times, and the names of any staff or removal personnel involved. Any supporting information that may help us understand the issue, such as photographs or copies of invoices.
This information helps us investigate your complaint thoroughly and respond more efficiently.
4. Stages of the Complaints Process
Stage One: Informal Resolution
In the first instance, we encourage you to raise your concern with the staff member you have been dealing with or with the site manager. Many issues can be resolved quickly and informally through discussion and clarification. We aim to acknowledge informal complaints promptly and seek to provide an initial response within a reasonable timeframe, typically within five working days.
Stage Two: Formal Complaint
If you are not satisfied with the outcome at Stage One, or if the matter is too serious to be handled informally, you may ask for your complaint to be treated as a formal complaint. At this point, your complaint will be reviewed by a senior member of our team who was not directly involved in the original issue.
We will acknowledge your formal complaint in writing and explain how it will be handled. We may contact you for further information or clarification where necessary. We will then carry out a full investigation, which may include reviewing documents, speaking with staff, and, where relevant, considering any interactions with removal companies operating in connection with your storage.
We aim to provide a written response to formal complaints within 20 working days of acknowledgment. If we are unable to meet this timescale due to the complexity of the matter, we will inform you and provide an updated timeframe.
Stage Three: Further Review
If, after receiving our formal written response, you remain dissatisfied, you may request a further review. Your complaint will then be reconsidered by a senior manager or director who has not been involved in the previous stages. They will review the handling of the complaint, the findings reached, and any evidence provided by you or our staff.
Following this review, we will issue a final written response setting out our conclusions and any actions we propose to take. This will normally be provided within 20 working days of your request for a further review.
5. Our Approach to Fairness and Confidentiality
We treat all complaints seriously and aim to handle them in a fair, objective, and respectful manner. We will listen carefully to your account, consider all relevant information, and ensure that staff involved in the complaint are given an opportunity to respond.
Your complaint will be handled confidentially, and information will be shared only with those who need it to investigate and resolve the matter. Any personal data processed during the complaints process will be handled in accordance with our data protection obligations.
6. Remedies and Outcomes
Where a complaint is upheld in whole or in part, we will explain what went wrong and why. We will also set out any steps we will take to put things right, which may include:
Offering an apology and explanation. Correcting records or account information. Making reasonable adjustments to our services where appropriate. Taking internal steps to prevent a similar issue from arising again, including changes to procedures, staff training, or communication with removal partners operating in our service area.
Any remedies offered will be proportionate to the nature and impact of the issue identified.
7. Complaints Involving Third-Party Removal Companies
While we work closely with a range of removal companies operating in our area, many of these providers act as independent businesses. If your complaint concerns the conduct, charges, or performance of a third-party removal company that you have contracted with directly, we will clarify the extent of our responsibility and, where appropriate, advise you to use that company’s own complaints procedure.
However, if the issue involves how our storage site or staff interacted with your chosen removal company, we will investigate our role in the matter under this Complaints Procedure.
8. Time Limits for Raising a Complaint
We encourage you to raise complaints as soon as possible after the issue arises. This allows us to investigate while events are still recent and evidence is more readily available. As a general guideline, complaints should normally be raised within three months of the matter giving rise to the complaint. We may, at our discretion, consider complaints raised outside this period if there is a good reason for the delay.
9. Review of this Complaints Procedure
Self Storage Holland Park keeps this Complaints Procedure under regular review to ensure it remains clear, effective, and in line with best practice for the self storage and removal support sector. Feedback about the procedure itself is welcome and may be used to make further improvements.
By setting out this Complaints Procedure, we aim to reassure all customers that any concerns will be taken seriously and handled in a structured, transparent, and timely manner.
