Self Storage Harringay Complaints Procedure
This Complaints Procedure explains how Self Storage Harringay will handle any concerns or complaints about our self storage facilities or associated removal and transport support. We aim to deal with every complaint promptly, fairly and consistently, and to use the outcome to improve our services.
Our commitment to you
We are committed to providing secure, reliable storage and a smooth experience for customers, including those using our site in connection with removals or onward transport. If something goes wrong, we want to know about it and to put it right wherever reasonably possible.
We will treat every complaint seriously, keep you informed of progress, and handle your information with appropriate confidentiality. Making a complaint will not affect the level of service you receive from us.
What this procedure covers
This procedure applies to complaints about:
Service quality and customer care at our storage facility
Access to units, loading bays and support for removal or delivery vehicles
Advice, information or instructions provided by our staff
Administration, billing and account management
Health and safety concerns on our premises
How we handle and respond to your enquiries
This procedure does not cover claims that require a formal insurance process or legal action, although a complaint may run alongside those processes. In such cases, we will explain any separate steps you need to take.
How to make a complaint
You can make a complaint in writing or in person at our facility. If possible, please raise the matter as soon as you become aware of the problem so that we can address it quickly.
To help us investigate effectively, please provide:
Your full name and the name on the storage agreement
Any unit numbers or reference details
The date and time of the issue, and where it took place on site
A clear description of what happened and why you are dissatisfied
Details of any staff members you spoke to, if known
Any steps that have already been taken to resolve the issue
What outcome you are seeking
If you need assistance setting out your complaint, our team will be happy to help you record the key details when you visit the facility.
Initial resolution by on-site team
In the first instance, complaints should be raised with the on-site team. Many issues, including those related to access for removal vehicles, loading times or day-to-day service, can be resolved immediately at this stage.
Our team will:
Listen carefully to your concerns
Clarify any points that are unclear
Check any relevant records or agreements
Explain what they can do to resolve the issue or improve the situation
If you are satisfied with the outcome at this stage, the matter will be considered resolved. We will still make a note of the issue so that we can monitor trends and improve our service.
Escalating your complaint
If your complaint cannot be resolved by the on-site team, or if you are not satisfied with their response, you can ask for your complaint to be escalated to a manager.
When a complaint is escalated, we will:
Acknowledge that we have received the escalated complaint
Review all relevant information, including any previous responses
Speak to any staff involved and check any available records
Assess whether our policies and terms have been followed correctly
We aim to provide a detailed response within a reasonable time period. If the issue is complex or requires further investigation, we will let you know and keep you updated on progress.
Our investigation and response
During our investigation we will consider the circumstances of your complaint and the impact it has had on you. We will look at what went wrong, why it went wrong and what we can do to prevent it happening again.
Our response will explain:
What we have understood your complaint to be
What investigation we have carried out
Our findings, including any factors that affected the situation
Any action we will take to put things right where appropriate
Any changes we plan to make to our services or procedures
If we do not uphold your complaint, we will explain the reasons clearly and provide any relevant information about the decision.
Timeframes
We aim to resolve straightforward issues as quickly as possible, often on the same day they are raised with our on-site team. More detailed investigations may take longer, particularly where several members of staff or third parties such as carriers or removal crews are involved.
If we need additional time, we will tell you why and let you know when you can expect a further update or final response.
Confidentiality and data protection
Your complaint will be handled with appropriate confidentiality. Information will be shared only with those who need it to investigate and respond. We will handle your personal information in line with our data protection obligations and our privacy practices.
Using complaints to improve our service
We review complaints regularly to identify any patterns or recurring issues. This helps us to improve our storage services and the support we provide to customers organising moves, collections or deliveries to and from our facility.
Where a complaint highlights an opportunity for improvement, we may update staff training, review our procedures or make changes to our facilities to make access and use more convenient.
Further action
We aim to resolve all complaints directly with our customers. If, after our final response, you remain dissatisfied, you may wish to seek independent advice. Any such steps will be separate from this Complaints Procedure.
Review of this procedure
This Complaints Procedure is reviewed periodically to ensure that it remains clear, effective and appropriate for our self storage operations and associated removal and transport support. Updates may be made to reflect changes in our services or in applicable requirements.
