Complaints Procedure at Self Storage Barnes
Self Storage Barnes is committed to providing reliable self storage and related removal support services. We aim to resolve any concerns quickly, fairly and transparently. This complaints procedure explains how you can raise an issue, how we will handle it, and what you can expect from us throughout the process.
Our Commitment to You
We recognise that, despite our best efforts, things can occasionally go wrong. When they do, we want to know about it so we can put matters right and improve our service. We will treat every complaint seriously, whether it relates to storage units, site access, billing, customer service, or coordination with removal companies operating in our service area.
We will always aim to:
Be courteous and professional at all times; Acknowledge your complaint promptly; Investigate your concerns thoroughly and impartially; Keep you informed of our progress; Provide a clear explanation of our findings and any proposed resolution; Learn from feedback to improve our services.
What This Procedure Covers
This complaints procedure applies to all customers using Self Storage Barnes, including those using our facilities in conjunction with independent removal companies or transport providers. It covers:
Customer service and communication; Condition, allocation or availability of storage units; Access and security arrangements; Handling of property on site; Invoicing, charges and payment queries; Issues relating to the coordination of move-in or move-out support with removal services that interact with our facilities.
This procedure does not cover disputes that are solely between you and a third-party removal company that is not acting on behalf of Self Storage Barnes. However, if your concern also involves our services or our site, we will review any aspects that relate to us.
How to Make a Complaint
You can make a complaint verbally in person at our site or in writing. Written complaints help us keep a clear record of the issue, the dates involved and any supporting information. Please provide as much detail as you can so we can investigate properly.
When raising a complaint, please include where possible: Your full name and any reference details; The nature of the complaint and what has happened; Relevant dates, times and locations; The names of any staff or removal personnel involved, if known; Any impact on your stored goods, access or schedule; What outcome or resolution you are seeking.
If your complaint relates to the activities of a removal company while they are on our premises, please make this clear and provide any documentation you may have.
Stage One: Informal Resolution
In the first instance, we encourage you to raise any concern with a member of staff at the facility as soon as possible. Many issues can be resolved quickly on the spot, such as minor access problems, misunderstandings about unit size, or coordination issues when removal vehicles are on site.
Our team will listen to your concern, clarify any details, and try to agree a solution with you. If the matter is resolved to your satisfaction at this stage, it will normally not be treated as a formal complaint, although we may still record it for monitoring and training purposes.
Stage Two: Formal Complaint
If you are not satisfied with the outcome of the informal stage, or if the matter is more serious, you can make a formal complaint. A formal complaint will be reviewed by a manager or an appropriate senior staff member who was not directly involved in the original issue wherever possible.
Once we receive your formal complaint, we will:
Acknowledge receipt and confirm that we are investigating; Review all relevant records, site logs and any CCTV where appropriate; Speak with staff members and, if relevant, removal company representatives who were involved; Consider any evidence you provide, including photographs or written notes; Assess whether our procedures were followed correctly and fairly.
We will usually aim to provide a full written response within a reasonable timeframe. If the matter is complex or requires further investigation, we will let you know and provide an updated timescale.
Stage Three: Escalation
If you remain dissatisfied with the outcome of the formal investigation, you may request that your complaint be escalated for a further review by senior management. You should clearly explain why you are not satisfied with the previous response and what you believe has not been addressed.
During this stage, we may:
Reassess the information already gathered; Request additional details from you or from our staff; Review whether our policies and procedures have been applied correctly; Consider whether any additional remedy or action is appropriate.
Once this review is complete, we will provide you with a final response setting out our decision and the reasons for it.
Possible Outcomes and Remedies
Depending on the nature of your complaint and the findings of our investigation, possible outcomes may include:
An explanation and, where appropriate, an apology; Correction of records or account details; Practical steps to resolve an ongoing issue; Changes to processes, staff training or site procedures; Where justified under our terms and conditions, consideration of compensation.
Any remedy will be offered in line with our contract with you, our terms of business and any applicable legal obligations.
Complaints Involving Removal Companies
Many customers use independent removal companies or transport providers when moving goods into or out of storage. Where your complaint involves the actions of such a company on our premises, we will:
Review any impact on our services, facilities, staff or other customers; Consider whether site rules or safety requirements were breached; Take reasonable steps to coordinate with the removal company if necessary; Clarify which aspects fall under our responsibility and which belong to the removal provider.
Although we cannot control or guarantee the service standards of independent removal companies, we will always aim to support you in understanding where responsibilities lie so that concerns can be directed appropriately.
Recording and Using Complaint Information
We record complaints to help monitor our performance and to identify trends, particularly in relation to storage access, site operations and the way we coordinate with removal services in our area. This information is used to improve our processes, enhance customer experience and support staff training.
Any personal information you provide will be handled in line with our data protection responsibilities and used only for managing your complaint and improving our services.
Review of This Procedure
This complaints procedure is reviewed regularly to ensure it remains clear, fair and effective. Updates may be made to reflect changes in our operations, customer feedback, or developments in best practice for self storage and related removal support services. The version published here will always be the most current.
