Complaints Procedure for Self Storage South Kensington Customers
This complaints procedure explains how customers of Self Storage South Kensington can raise concerns about our services and how we will deal with them. It applies to all storage clients, as well as customers using our removal-related and transport support services linked to our storage facilities.
Our Commitment to You
Self Storage South Kensington aims to provide a reliable, secure and professional service at all times. This includes the way we handle your goods in storage, the standard of our facilities, our customer care, and any removal or logistical assistance we provide in connection with our units. If something goes wrong, we want to know so we can put it right and improve our service.
What This Procedure Covers
This complaints procedure covers:
Issues relating to your storage unit, access arrangements, billing, contracts, or site facilities.
Concerns about staff conduct, communication, or customer service.
Problems experienced when using our removal-related support, such as move-in assistance, collection and delivery linked to storage, or coordination with third-party movers arranged through us.
Matters relating to the security and handling of goods while under our care or within our facilities.
This procedure does not cover matters that must be dealt with by law enforcement, insurance providers, or regulatory bodies, although we may advise you where such escalation is appropriate.
Raising an Informal Concern
In many cases, concerns can be resolved quickly and informally. If you are unhappy with any aspect of your storage or removal-related service, we encourage you to raise the issue as soon as possible with a member of staff at the facility. Please explain what has happened, when it occurred, and how you would like the issue to be resolved.
Our team will try to respond promptly, clarify any misunderstandings, and, where possible, offer an immediate solution such as correcting an account, adjusting access arrangements, or reviewing processes followed by our staff or any movers we work alongside.
Making a Formal Complaint
If your concern cannot be resolved informally, or you prefer a more structured review, you may submit a formal complaint. To help us investigate properly, please provide:
Your full name and, where relevant, your company name.
Your storage unit reference or agreement details, if applicable.
The date or period when the issue occurred.
A clear description of what happened and why you are dissatisfied.
Details of any staff members, drivers, or removal operatives involved, if known.
Any steps already taken to resolve the matter informally and the outcome.
Formal complaints should be submitted in writing, either by letter or through our online contact options where available. Providing your complaint in writing helps ensure that we fully understand your concerns and have an accurate record.
How We Will Handle Your Complaint
Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe. We will then assign it to an appropriate manager for investigation. This may be the site manager or, if needed, a senior member of our management team.
During our investigation we may:
Review your storage or service agreement.
Examine records such as access logs, invoices or booking details.
Speak with staff members or any relevant contractors involved in the move or storage.
Check internal policies and procedures to assess whether they were followed.
We aim to provide a full written response once the investigation is complete. Where the matter is complex, we may contact you to clarify details or to request further information. We will also inform you if we need more time to complete our review.
Possible Outcomes
After investigating your complaint, we will explain our findings and any actions we propose to take. Outcomes may include:
Providing an explanation or clarification where there has been a misunderstanding.
Offering a practical remedy, such as correcting records, adjusting charges in line with our agreement, or amending access arrangements.
Improving internal processes, staff training, or communications with any removal partners we work with.
Where appropriate and in line with our terms and conditions, considering goodwill gestures or other forms of redress.
If we find that we have not met our standards, we will aim to put things right promptly and take steps to prevent similar issues in future.
If You Are Not Satisfied With Our Response
If you remain unhappy after receiving our formal response, you may request a further review. In your request, please explain why you believe the issue has not been resolved and what outcome you are seeking. A senior member of our management team will then reassess the complaint, including the way it was handled and the conclusions reached.
At the end of this stage, we will provide a final response. This will set out our position and any further actions we consider appropriate. This internal review is the final stage of our complaints procedure.
Timescales
We aim to acknowledge complaints promptly and to resolve them as quickly as reasonably possible, taking into account the complexity of the matter and the availability of relevant information. While timescales may vary, we will keep you informed if we expect any significant delay and will let you know when you can expect a full response.
Confidentiality and Data Protection
All complaints are handled in confidence and in line with applicable data protection requirements. Information about your complaint will be shared only with those who need it to investigate and resolve the matter, or where we are legally required to disclose it.
Using This Procedure for Removal-Related Issues
Customers who use our storage in combination with removal-related or transport support services may use the same complaints procedure. If your concern involves a third-party mover, we will explain which aspects fall within our responsibility and, where possible, assist you in directing any separate complaint to the appropriate organisation. We remain responsible for the services we provide directly and for upholding the standards we promote at our facilities.
Continuous Improvement
We value feedback from all storage and removal-related customers. Complaints help us identify areas where our service, communication, or coordination with moving services can be improved. We review complaints periodically to monitor trends and to ensure that our procedures, staff training and customer information remain effective and up to date.
