Self Storage Watford Complaints Procedure
This Complaints Procedure explains how Self Storage Watford will handle any concerns or complaints you may have about our services. It applies to all customers using our storage facilities and associated services, including customers using us alongside a removal company or transport provider.
Our commitment to you
We aim to provide a reliable, secure and professional service at all times. If something goes wrong, we want to know about it so we can put things right and improve our service. We are committed to treating every complaint fairly, consistently and with respect.
We will always aim to:
Listen carefully to your concerns and understand the issue from your point of view. Investigate what happened in a timely and impartial manner. Keep you informed about what we are doing to resolve the issue. Provide a clear response and, where appropriate, offer a practical solution.
What this procedure covers
This procedure covers complaints relating to:
The condition, security or accessibility of our storage units. Customer service and staff conduct on site or during bookings. Handling of your booking for storage, including dates, payments and account management. Use of our facilities in connection with a removal company, courier, or transport provider, for example move-in or move-out support. Any aspect of our policies or procedures that you feel has not been followed correctly.
It does not cover matters that are outside our control, such as the actions, charges or schedules of independent removal companies or third-party service providers. If your concern involves both our services and a third-party removal company, we will explain which parts we can investigate and which must be addressed directly with that third party.
How to raise a complaint
You can raise a complaint in person at our facility or in writing. When contacting us, please provide the following information so we can investigate thoroughly:
Your full name and, if applicable, your storage unit number. The date or dates when the issue occurred. A clear description of what happened and why you are dissatisfied. Details of any staff members, removal companies or third parties involved. Any supporting information you feel is relevant, such as photographs, receipts or booking references.
If your complaint involves a removal or transport service that interacted with our storage facility, please identify which elements relate to our site, staff or processes and which relate to the external provider. This helps us respond accurately and efficiently.
Stage one: Initial resolution
In the first instance, we encourage you to raise your concern with a member of our on-site team, either when the issue occurs or as soon as possible afterwards. Many concerns can be resolved quickly at this stage through discussion, clarification or a simple corrective action.
Where we can resolve your complaint immediately, we will confirm the agreed outcome with you and record the details for our internal monitoring.
Stage two: Formal complaint
If your complaint cannot be resolved informally, or you are not satisfied with the initial response, you may ask for your complaint to be treated as a formal complaint. At this stage:
Your complaint will be logged and assigned to a senior member of staff or manager who was not directly involved in the original issue wherever possible. We will acknowledge your complaint within a reasonable timescale and let you know that it is being investigated. We may contact you to request further information or clarification if needed.
We will investigate the facts, which may include reviewing CCTV where available and appropriate, checking booking records, speaking with staff and, where relevant, contacting any removal or transport providers who attended the site in connection with your booking.
Our investigation and response timescales
We aim to complete our investigation and provide a written or verbal response within a reasonable period from the date we receive your formal complaint. If we are unable to respond within this time, for example because we are awaiting further information, we will let you know and provide an updated timescale.
Our response will explain:
What we have understood your complaint to be. The steps we have taken to investigate. Our findings and, where applicable, any factors that were outside our control. Any outcome, remedy or corrective action we are able to offer. Any changes we intend to make to improve our services, policies or staff training.
If your complaint involves a removal company
Where your complaint concerns both Self Storage Watford and a separate removal company or transport provider, we will focus on the parts of the complaint that relate to our services, such as access to the unit, the condition of the facility, or the conduct of our staff.
We cannot make decisions on behalf of independent removal companies or take responsibility for their pricing, timekeeping, handling of goods, or other business decisions. However, with your consent, we may be able to share relevant factual information about site access or timings to assist you in any discussions you have with the third party.
Escalation and further review
If you remain dissatisfied after receiving our formal response, you can request a further review. This review will, where possible, be carried out by a more senior manager or a person who has not previously been involved in handling your complaint.
During this review, we will re-examine your original complaint, our investigation, the evidence available and the reasoning behind our decision. We may contact you again to clarify any remaining points. Once the review is complete, we will provide a final response setting out our conclusions and whether any additional actions will be taken.
Recording and monitoring complaints
We record all formal complaints and significant informal concerns, along with the outcome and any actions taken. This information is used to identify trends, improve our services and inform staff training. Areas we may review include site access arrangements, coordination with removal providers using the facility, customer communication and safety procedures.
Confidentiality and fairness
All complaints are handled with appropriate confidentiality. Information is shared only with those who need it to investigate and resolve the issue. We will not treat you less favourably or restrict your use of our services simply because you have made a complaint in good faith.
We expect our staff and customers, including third-party removal personnel using our site, to treat one another with courtesy and respect throughout the complaints process.
Updates to this procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, relevant regulations or industry practice. The version available at our facility or supplied to you on request will always be the most current version.
