Self Storage Sutton Complaints Procedure
This complaints procedure explains how Self Storage Sutton will handle any concerns or complaints you may have about our storage facilities or associated removal-related services. Our aim is to resolve issues quickly, fairly and transparently, and to use all feedback to improve our services for future customers.
Our commitment to you
Self Storage Sutton is committed to delivering a reliable, secure and professional service for all customers using our self storage units and associated support, including when storage is combined with moving or transport services. If something goes wrong, we want to know about it so that we can put it right and prevent it from happening again.
We will always treat your complaint seriously, handle it respectfully and keep your information confidential in line with our privacy obligations. We will also ensure that your decision to complain does not affect any ongoing or future services you receive from us.
What is a complaint
A complaint is any expression of dissatisfaction about our facilities, customer service, contracts, billing, security arrangements, access to your storage unit, or interactions with our team and partners, including where these relate to the collection, transport or delivery of your stored goods.
You do not need to use specific wording or legal terms. If you tell us that you are unhappy and would like us to respond, we will treat this as a complaint and follow the procedure set out below.
How to make a complaint
You can make a complaint in person at our reception, by writing to us by post or by using any online contact form we provide. Please clearly explain that you wish to make a complaint, and provide as much information as possible so we can investigate properly.
To help us deal with your complaint efficiently, please include:
The name under which your storage agreement or booking is held
The date and location of the incident or issue
Details of what happened and who was involved
Any relevant reference numbers, such as a storage unit reference or agreement number
Any steps you have already taken to try to resolve the matter
What outcome you are seeking, such as an explanation, correction of an error, or a review of charges
If your complaint relates to removal-related activity connected with our storage service, including loading, unloading, or onward transit to or from our site, please provide dates, times and any instructions that were originally agreed.
Stage one: Initial review and response
When we receive your complaint, we will acknowledge it as soon as reasonably practicable. We will then log your complaint in our internal system and assign it to a member of staff who is responsible for reviewing and responding.
We aim to provide an initial response within a reasonable time frame, normally within ten working days. This response may be a full resolution or, in more complex situations, an update on our investigation and an indication of when you can expect a further reply.
During this stage we may contact you to request further information, clarify details or discuss possible solutions. Where your concerns relate to combined storage and moving arrangements, we may need to speak to staff and any relevant contractors to gather a complete picture of what happened.
Stage two: Further investigation and escalation
If you are not satisfied with the outcome at stage one, or if the matter is particularly complex or serious, you may ask for your complaint to be escalated. This will normally mean that a more senior member of our management team, who has not previously been directly involved, will review the complaint and the steps taken so far.
At this stage we will:
Reassess the facts and any evidence available
Review any relevant agreements, terms and conditions, and recorded communications
Consider whether our services were delivered in line with our policies and commitments
Explore options to resolve the issue, which may include explanations, apologies, corrective actions or other appropriate remedies
We will aim to provide a written outcome to your escalated complaint within a reasonable period. If there is any delay, we will let you know and explain why more time is needed.
Outcomes and resolutions
Once our investigation is complete, we will explain our findings to you clearly. Where we uphold your complaint, we will confirm what went wrong and what we are doing to put matters right. This may include practical steps, administrative corrections, or changes to internal procedures.
If we do not uphold your complaint, we will set out the reasons for our decision. We will still consider whether any improvements can be made to the way we provide storage or associated moving support, based on what you have told us.
Complaints involving third parties
In some cases, aspects of your experience may involve third parties, such as independent transport or removal professionals who work alongside our storage facilities. Where this applies, we will explain clearly which parts of the service are under our direct control and which are the responsibility of others.
We will cooperate constructively with any third party involved in your complaint and, where appropriate, will help you contact them or share relevant information, provided this can be done in line with data protection requirements.
Confidentiality and data protection
All complaints will be handled with appropriate confidentiality. We will only share information about your complaint with those who need it in order to investigate and resolve the issue, or where we are legally required to do so. Any personal data we handle during the complaints process will be processed in line with our privacy policies and applicable data protection laws.
Using complaints to improve our services
Self Storage Sutton values all feedback, whether positive or negative. Complaints are reviewed regularly so we can identify common themes and areas where our self storage operations, customer service and linked moving support can be improved. We may use this information to update staff training, refine procedures or make changes to our facilities and processes.
By following this complaints procedure, we aim to give every customer a clear route to raise concerns and have them addressed fairly. If you have any questions about this procedure or how it applies to your situation, please contact us using your usual communication method with Self Storage Sutton.
