Complaints Procedure for Self Storage Colliers Wood Customers
This complaints procedure explains how customers of Self Storage Colliers Wood can raise concerns, how those concerns will be handled, and what steps are available if you remain dissatisfied. It applies to all our services, including storage units, associated access facilities, and any removal or transport services arranged through us.
Our Commitment to Handling Complaints
We aim to provide a reliable, secure and professional service to every customer. If something goes wrong, we want to know about it so that we can put matters right and improve our operations. All complaints are treated seriously, handled promptly, and recorded so that we can learn from them.
What Counts as a Complaint
A complaint is any expression of dissatisfaction about our services, staff, facilities or communication, whether justified or not, where you are seeking a response or resolution. This may include, for example, issues relating to:
Condition or cleanliness of storage units or shared areas
Conduct or professionalism of staff or contractors
Access to your storage unit or site security
Handling, timing or coordination of any removal or transport services arranged through us
Billing, charges, contract terms or cancellations
Administration errors, delays or communication problems
How to Raise a Complaint
You can raise a complaint in person at our reception or in writing. Please provide as much detail as possible, including:
Your full name and the name on the storage or removal agreement
Details of your unit or service, such as unit reference or booking reference
A clear description of what has gone wrong
Relevant dates, times, and the names of any staff or contractors involved, if known
Any steps you have already taken to resolve the issue informally
What outcome or resolution you are seeking
Informal Resolution at First Point of Contact
Where possible, we encourage you to raise your concern as soon as it arises with the staff member you are dealing with or the site manager. Many issues can be resolved quickly and informally at this stage, for example by clarifying information, correcting an error, or arranging a practical solution such as a different unit or revised collection time for a removal service.
Formal Complaints Process
If your concern cannot be resolved informally, or you prefer to make a formal complaint, the following steps will apply.
1. Acknowledgement of Your Complaint
Once we receive your formal complaint, we will record it in our complaints log. We aim to acknowledge receipt within five working days. The acknowledgement will confirm that we have received your complaint and outline the next steps and indicative timescales.
2. Investigation
Your complaint will be investigated by an appropriate manager who is not directly involved in the issue wherever possible. The investigation may include:
Reviewing your customer account and relevant documents or photographs
Speaking with staff, contractors or third party removal partners involved
Examining any site or security logs, access records or booking notes
Assessing whether our procedures and terms were followed correctly
3. Our Response
We aim to provide a full written response within twenty working days of acknowledging your complaint. If the matter is complex or requires further information, we will update you within this period and explain when you can expect a final response.
Our response will include:
A summary of your complaint and the issues considered
The findings of our investigation
Our decision and reasons
Any proposed resolution or remedial action
Information on how to escalate if you remain dissatisfied
Possible Outcomes and Remedies
Depending on the nature of the complaint and the findings of our investigation, possible outcomes may include:
An explanation or clarification where there has been a misunderstanding
An apology where we have not met our service standards
Practical steps to put things right, such as adjusting access arrangements or revising a removal booking
Amendment or correction of records, invoices or account details
Where appropriate, a gesture of goodwill in line with our policies
Escalating Your Complaint Within Our Organisation
If you are not satisfied with the outcome of the initial investigation, you can request that your complaint be reviewed by a more senior manager. You should do this in writing, stating why you disagree with the response and what further outcome you are seeking.
The senior manager will review:
The handling of your original complaint
The evidence and reasoning behind our decision
Whether our policies, terms and procedures were correctly applied
Following this review, we will provide a final written response, normally within fifteen working days of your escalation request.
Complaints Involving Removal or Transport Services
Where your complaint relates in whole or in part to removal or transport services coordinated through Self Storage Colliers Wood, we will still act as your main point of contact. We may need to liaise with relevant third party providers to fully investigate the matter. In such cases:
We will make clear which aspects fall under our direct responsibility
We will coordinate with the removal or transport provider to gather information
We will keep you updated on any additional time required to reach a conclusion
Any separate terms or complaint routes applying to those providers will be explained in our response.
Recording and Using Complaint Information
All complaints are recorded securely in our internal systems. We monitor and review complaint data to identify patterns, recurring issues and opportunities to improve our storage, access and removal related services. Personal information is handled in line with our privacy and data protection practices.
Reasonable Behaviour and Mutual Respect
We expect our staff to treat all customers with courtesy and respect and we expect the same in return. While we understand that complaints can be made in difficult or stressful circumstances, we may limit or adjust contact methods where behaviour is abusive, threatening or persistently unreasonable. Any such decision will still preserve your right to have your complaint considered fairly.
Review of This Complaints Procedure
This procedure is reviewed regularly to ensure it remains clear, effective and in line with our current services, including any changes to storage facilities and removal support. Updates will apply to new and ongoing complaints from the date of publication.
Feedback That Is Not a Complaint
If you have suggestions for improving our storage units, access arrangements, customer communication or associated removal services, but do not wish to raise a complaint, you are welcome to share your feedback with our team. Constructive feedback helps us enhance our services for all customers.
