Self Storage Soho Complaints Procedure
This Complaints Procedure explains how customers of Self Storage Soho can raise concerns about our storage facilities, customer service or any associated services such as collections, deliveries or removal support. We are committed to handling all complaints promptly, fairly and transparently, with the aim of putting things right and improving our services.
Purpose of this Complaints Procedure
The purpose of this procedure is to provide a clear, straightforward route for customers to tell us when something has gone wrong. It applies to all customers using our storage units, related removal and transport assistance, or any other service provided under our name. We treat every complaint as an opportunity to review our performance and maintain high standards of security, reliability and care of your belongings.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our service, whether it is justified or not. This can include issues such as:
Problems with access to your storage unit or common areas, concerns about the condition, cleanliness or security of the facility, dissatisfaction with how your account, billing or documentation has been managed, service issues relating to moving items into or out of storage, delays, damage concerns or communication failures linked to removal or transport arrangements handled by us, or the conduct or attitude of our staff or contractors working on our behalf. If you are unsure whether your concern is a complaint, you can still raise it and we will deal with it appropriately.
How to Raise a Complaint
You can raise a complaint verbally in person at our site, or in writing. We recommend putting your complaint in writing so there is a clear record of the issue, including what happened, when it happened, who was involved, and what outcome you are seeking. Please include your full name, the name of the account holder if different, and the unit reference or booking reference for any relevant storage or removal service.
If your complaint relates to any moving or transport arrangements linked to your storage, please provide as much detail as possible about dates, times and any items of particular concern. This allows us to investigate thoroughly and respond accurately.
What We Will Do When We Receive Your Complaint
We aim to acknowledge all written complaints within a reasonable timeframe. Where possible, more straightforward issues raised in person may be resolved immediately or on the same working day. When we receive your complaint, we will log it, review the details and decide whether we can resolve it quickly or whether it requires a more detailed investigation.
If further investigation is required, we may ask you for additional information or clarification. We may also review CCTV where appropriate, discuss the matter with staff involved, and examine any records relating to your storage agreement or associated removal or transport booking.
Timescales for Response
Our goal is to provide a full response to your complaint as quickly as reasonably possible. In most cases, we aim to provide a final or substantive response within 28 days of receiving the complaint. If we are unable to provide a final response within this period, for example due to the complexity of the issues raised, we will update you on the progress and let you know when you can expect a further reply.
How We Resolve Complaints
When we have completed our investigation, we will explain our findings and any actions we propose to take. Where we are at fault, we will seek to put matters right in a fair and reasonable way. This may include a clear explanation or apology, correcting an error, reviewing or adjusting an aspect of our service, or in some cases considering a goodwill gesture where appropriate and proportionate.
Our approach to resolution is guided by the facts of the case, the terms of your storage agreement, and any specific arrangements made for removal or transport services organised through us. We will not make promises we cannot keep and will always aim to provide a clear and honest explanation.
Escalating Your Complaint
If you believe your complaint has not been resolved satisfactorily at the first stage, you can ask for it to be escalated for further review. This review will be carried out by a more senior member of our team who was not directly involved in the initial investigation wherever possible. They will re-examine the information, consider any additional points you raise, and provide a further response.
We aim to complete this review within a reasonable timescale. We will confirm the outcome in writing, explaining the reasons for our decision and any steps we will take as a result.
Complaints Involving Third Parties
In some cases, elements of your service may involve third parties, such as independent removal operators or transport providers who assist in moving your goods to or from our storage facility. Where such services are arranged directly between you and a third party, that provider may be responsible for handling certain aspects of your complaint.
Where we have arranged or coordinated a removal or transport service as part of your overall storage arrangements, we will liaise with the relevant provider to help investigate and address any concerns. However, our ability to make decisions regarding matters outside our direct control may be limited by the terms and responsibilities of those third parties.
Our Commitment to Continuous Improvement
We monitor complaints regularly to identify patterns or recurring issues. Feedback about both storage and associated removal or transport services is used to improve staff training, refine our procedures and enhance the overall customer experience. By raising a complaint, you help us maintain strong standards of safety, security and customer care.
Self Storage Soho is committed to treating all customers fairly, handling complaints professionally, and giving you confidence that any concerns will be taken seriously and dealt with in a measured and respectful manner.
