Complaints Procedure for Self Storage Finsbury Park
Self Storage Finsbury Park is committed to providing a reliable, professional and courteous service to all customers, including those using our facilities in connection with house moves and removal company services. We recognise that, on occasion, things may not go as expected. When this happens, we want to know about it so we can put matters right and improve our service.
This Complaints Procedure explains how you can raise a concern with us, how we will respond, and what you can do if you are not satisfied with the outcome.
1. Purpose and Scope of this Procedure
This procedure applies to all customers of Self Storage Finsbury Park, whether you rent units directly, store household or business items, or use our site alongside a removal or relocation service. It covers complaints about our storage facilities, customer service, administration, billing, access arrangements, and any other aspect of your experience with us.
This procedure does not cover complaints about third-party companies, such as independent removal firms or delivery providers. However, if your concern involves both our service and that of a third party, we will explain clearly which parts we can address and which you may need to raise directly with the other company.
2. Our Principles in Handling Complaints
When you raise a complaint, we aim to handle it in line with the following principles:
Fairness: We will listen to your concerns and consider all the information available before reaching a decision.
Respect: You will be treated politely and professionally at all times.
Clarity: We will explain our process and our reasoning in plain language.
Confidentiality: Your complaint will be handled sensitively and shared only with those who need to know in order to resolve it.
Improvement: Where appropriate, we will use feedback from complaints to review and improve our processes, including how we coordinate with removal and delivery activities on-site.
3. Informal Resolution
Many concerns can be resolved quickly and informally. If you are unhappy with any aspect of our service, including issues relating to move-in or move-out days, access for removal vehicles, loading bays, or staff conduct, please speak to a member of the on-site team at the earliest opportunity.
Our staff will do their best to:
Understand your concern and the impact it has had on you.
Offer a practical solution or explanation where possible.
Put things right promptly if we are at fault.
In many cases, matters can be resolved immediately or within a short period of time. However, if your concern cannot be resolved informally, or you remain dissatisfied with the response, you may wish to make a formal complaint.
4. Making a Formal Complaint
If you decide to make a formal complaint, please set out your concerns clearly and provide as much detail as you can. This will help us investigate the matter thoroughly. In your complaint, please include:
Your full name and, if applicable, your storage unit reference.
Dates and times relevant to the issue, such as when you or your removal company attended the site.
A clear description of what went wrong and what outcome you are seeking.
Any supporting information you feel is relevant, such as copies of documents, invoices, or photographs.
Formal complaints can be made in writing or in person at our reception. If you need help setting out your complaint, please let a member of the team know and we will assist you.
5. How We Will Handle Your Complaint
Once we receive your formal complaint, we will follow these steps:
Acknowledgement: We will acknowledge your complaint and confirm that we are looking into the matter. Where possible, we will provide an estimated timeframe for our investigation.
Investigation: We will review the details you have provided and may speak with relevant team members, check access logs, CCTV where available, booking records, and any other information necessary. If the complaint involves coordination with a removal or delivery company on-site, we may seek additional factual information about timings and instructions.
Clarification: If we need further information from you to understand the situation fully, we will contact you to ask for clarification.
Outcome: Once our investigation is complete, we will provide you with a written or verbal response that explains our findings, any steps we have taken to resolve the issue, and any changes we propose to prevent similar issues in the future.
We aim to complete our investigation and respond as promptly as reasonably possible. If for any reason there is a delay, we will let you know and explain the reason.
6. Possible Outcomes and Remedies
Depending on the nature of your complaint and the outcome of our investigation, we may:
Offer an apology and an explanation.
Take corrective action in relation to your account, access arrangements or storage unit.
Review or amend our internal procedures, including site access and coordination on busy move days.
Provide guidance to team members or arrange additional training.
Where appropriate, offer a goodwill gesture.
Any remedy will be proportionate to the circumstances and consistent with our terms and conditions.
7. If You Are Not Satisfied
If you are unhappy with the outcome of your complaint, you may request a review. This review will be carried out, where possible, by a manager who has not been directly involved in the original investigation.
During the review, we will:
Reconsider the information you have provided.
Check whether our procedure was followed correctly.
Assess whether the decision reached was reasonable in light of the evidence.
Once the review is complete, we will confirm our final position. We will explain clearly the reasons for our decision, including any factors relating specifically to the use of our storage facilities in connection with removal or moving services.
8. Using Feedback to Improve Our Service
All complaints, whether upheld or not, are recorded and reviewed. This helps us identify patterns, such as recurring issues on busy moving days, access challenges for large vehicles, or communication problems around booking and billing. Where we see opportunities to improve, we may adjust procedures, staff training or site arrangements.
By telling us when something has gone wrong, you are helping us provide a more reliable and efficient storage experience for everyone, including those using our facility as part of a home or office move.
9. Changes to this Complaints Procedure
Self Storage Finsbury Park may update this Complaints Procedure from time to time to reflect changes in our operations, customer feedback, or applicable regulatory guidance. The version published on our legal and policy pages will always be the most current.
We encourage you to review this procedure periodically, especially if you are a regular or long-term customer making repeated use of storage during multiple moves or projects.
