Self Storage Kensington Complaints Procedure
This complaints procedure explains how customers of Self Storage Kensington can raise concerns, how we will respond, and what options are available if you remain dissatisfied. It applies to all customers using our self storage, removal support and associated services.
Our Commitment to You
We aim to provide a professional, efficient and courteous service at all times. If something goes wrong, we want to know about it so we can put matters right and improve how we operate. All complaints are taken seriously, handled in a fair and consistent manner, and treated in confidence as far as possible.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, facilities or the way we have carried out or failed to carry out our duties. This may include, for example, issues relating to storage units, access arrangements, billing, communication, removal assistance coordination or the condition of our premises.
You do not have to use any special wording to make a complaint. If you tell us you are unhappy with part of our service and would like us to respond, we will treat it as a complaint.
Raising a Complaint Informally
Many issues can be resolved quickly and informally. If you experience a problem, please speak to a member of staff on site as soon as possible and explain what has happened and what you would like us to do. Our team will try to resolve the matter immediately or as soon as reasonably practical.
If the issue involves a particular move-in or move-out date, removal support or time-sensitive storage arrangements, please raise it promptly so we can review any bookings, schedules or documentation while events are still recent.
Making a Formal Complaint
If you are not satisfied with the informal response, or if you prefer to make a formal complaint straight away, you can do so in writing. In your complaint, please include:
The nature of your complaint, with clear details of what has gone wrong, any relevant dates and times, and the part of our service involved, such as storage, access, account administration or coordination with removal services.
Any steps you have already taken to resolve the issue and the outcome.
What you would consider a reasonable resolution, where possible.
Providing copies of any relevant documents, such as invoices, booking references or written confirmations, will help us investigate your complaint more efficiently.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will log it and begin an internal review. Our process is as follows:
1. Acknowledgement. We aim to acknowledge your complaint within a reasonable timescale, confirming that it has been received and is being reviewed.
2. Investigation. A suitable member of our management team will investigate your complaint. This may involve reviewing account records, booking details, storage agreements, internal logs, and speaking with any staff members involved. Where relevant, we may also review any related removal coordination or service notes.
3. Outcome. Once the investigation is complete, we will write to you with our findings. We will explain whether your complaint has been upheld in full, in part, or not upheld, along with the reasons for our decision. Where appropriate, we will set out any steps we will take to remedy the situation, such as correcting records, adjusting charges where justified, changing procedures or providing further clarification.
Timescales for Response
We aim to resolve complaints as promptly as circumstances allow. Simple matters may be dealt with quickly, while more complex cases, for example those involving multiple service dates, storage units or removal coordination, may take longer to investigate.
If we need more time than initially anticipated, we will let you know and provide an update on progress. Our priority is to provide a considered and fair response, based on a thorough review of the facts.
Escalating Your Complaint
If you are not satisfied with the outcome of your complaint, you may request that it be escalated for further review. When asking for escalation, please explain why you disagree with our decision and provide any additional information you believe is relevant.
A more senior member of the management team will then review the original complaint, the investigation and the response already provided. They may contact you for clarification or further details. Once this review is complete, we will provide a final written response stating our position and any further steps we will take.
Fairness and Confidentiality
We are committed to handling all complaints fairly and without discrimination. Your complaint will not affect the way we provide our services to you during or after the investigation, provided that all terms of your storage agreement and any related arrangements are being complied with.
Information you provide in connection with a complaint will be treated sensitively and shared only with those who need it to investigate and respond. We may retain records of complaints and outcomes for internal monitoring, training and quality improvement.
Using This Procedure
This complaints procedure is designed to be clear and straightforward for all customers, whether you are storing personal belongings, business goods, or using storage in connection with a move or relocation. We encourage you to raise concerns as soon as they arise so that we can address them promptly and maintain a high standard of service for everyone using Self Storage Kensington.
By outlining how we handle complaints, we aim to give you confidence that any issues will be listened to, carefully reviewed and responded to in a professional and transparent manner.
