Self Storage Belsize Park Complaints Procedure
This Complaints Procedure explains how Self Storage Belsize Park manages and resolves complaints from customers and potential customers. It applies to all storage and related services we provide, including assistance with moving goods into or out of store within our service area.
We are committed to delivering a reliable and professional service. If something goes wrong, we want to know so we can put it right and learn from it. You will not be treated unfairly for raising a complaint in good faith.
What This Procedure Covers
This procedure covers any expression of dissatisfaction about our services, whether justified or not, where you expect a response. This includes, for example:
Issues with booking or access to your storage unit
Concerns about how your belongings have been handled on our premises
Problems related to move in, move out, or associated handling of items
Disputes about charges, invoices, or payment arrangements
Concerns about staff conduct, communication, or customer service
Operational issues such as opening times or on-site support
This procedure does not cover matters that are already the subject of legal proceedings or insurance claims, but we will explain clearly if that is the case.
Our Complaints Principles
When you raise a complaint, we will aim to:
Treat you with courtesy and respect at all times
Listen carefully to your concerns and clarify any points we do not fully understand
Investigate the matter fairly and proportionately
Provide a clear explanation of our findings and any action we will take
Keep a record of your complaint so we can review and improve our services
How To Make a Complaint
You can raise a complaint verbally or in writing. To help us respond effectively, please provide:
Your full name
Details of your storage agreement or booking, if applicable
A clear description of what has gone wrong
The date and time of the incident or issue
Any relevant supporting information you wish us to consider
How you would like us to contact you with our response
Where possible, please raise your concern as soon as you become aware of the issue. Prompt contact makes it easier for us to investigate and resolve the matter, especially where it relates to on-site services or the movement of your belongings.
Stage One: Informal Resolution
Many issues can be resolved quickly and informally. In the first instance, we encourage you to speak with a member of our team at the facility or with the person you have been dealing with about your booking or storage arrangements.
We will try to resolve your concern immediately or within a short period of time. Where this is not possible, we will explain what further steps are needed, for example speaking with a supervisor or checking records relating to your unit or move.
Stage Two: Formal Complaint
If your concern cannot be resolved informally, or you are not satisfied with the outcome, you may ask for your complaint to be treated as a formal complaint.
When a complaint becomes formal, we will:
Acknowledge your complaint within a reasonable timeframe
Record the details on our internal system
Assign an appropriate member of staff to review and investigate your case
We may contact you to obtain further information, such as dates, photographs, or copies of documents. Providing clear and complete information will help us reach a fair outcome, especially where the complaint involves handling, access, or scheduling issues around storage or moving services.
Investigation and Response
We aim to complete our investigation and provide a full response within a reasonable period, depending on the complexity of the issue. For example, a straightforward concern about a billing query may be resolved quickly, while a more detailed matter involving several visits to the store or movement of goods may require more time.
Our written response will usually include:
A summary of your complaint
Details of the steps we have taken to investigate
Our findings and conclusions
Any proposed remedy, such as a correction, explanation, or service improvement
If we need more time to investigate, we will let you know and give an indication of when you can expect a full response.
Possible Outcomes
Depending on the outcome of our investigation, we may:
Provide a clear explanation or clarification
Offer an apology where we have not met our standards
Take practical steps to correct a mistake, where appropriate
Review or adjust internal procedures to help prevent similar issues in future
Offer other forms of redress where justified and in line with our policies
We cannot guarantee that we will always be able to agree with your preferred outcome, but we will always explain the reasons for our decision.
If You Remain Dissatisfied
If, after receiving our formal response, you are still unhappy with the outcome, you may ask for your complaint to be reviewed by a more senior member of our team, where available.
The reviewing person will look at:
How the complaint was handled
Whether the investigation was reasonable and proportionate
Whether the outcome was fair based on the information available
They may uphold the original decision, change it, or ask for further investigation if they believe more information is required.
Learning From Complaints
We treat complaints as an opportunity to improve. We review the types of complaints we receive and look for patterns, such as recurring issues with access, communication, booking processes, or coordination around storage and moving activities.
Where we identify areas for improvement, we may provide additional staff training, update procedures, or adjust how we communicate with customers.
Your Responsibilities
We ask that you treat our staff with respect at all times, even when you are unhappy or frustrated. We will not tolerate abusive, threatening, or discriminatory behaviour. In such cases, we may restrict how we communicate with you, while still aiming to address any legitimate concerns you have raised.
Updates to This Procedure
We may update this Complaints Procedure from time to time to reflect changes in our services, our internal processes, or relevant guidance. The version published here replaces any earlier versions.
If you have any questions about this Complaints Procedure or how it applies to your situation, please contact us and we will be happy to explain further.
