Self Storage Hammersmith Complaints Procedure
Self Storage Hammersmith is committed to providing a reliable, professional and safe service for all customers, including those using our storage in connection with house moves, business relocations or removal company services. If something goes wrong, we want to know about it and put it right as quickly and fairly as possible. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can do if you remain dissatisfied.
Our commitment to you
We aim to deliver a high standard of service at all times. This includes clear communication, secure storage facilities, respectful handling of goods, and helpful support for customers working with removal firms or transporting their belongings to and from our site. When you tell us that we have not met these standards, we will treat your complaint seriously and use it as an opportunity to improve.
We will always try to:
Listen carefully to your concerns and understand what has gone wrong from your point of view. Treat you with courtesy, respect and professionalism at every stage. Investigate the facts thoroughly and objectively. Keep you informed about what is happening and any steps we are taking. Offer a fair and reasonable outcome wherever we are at fault.
What counts as a complaint
A complaint is any expression of dissatisfaction about our facilities, our services, our staff, or the way we or our representatives have handled an issue. This can include, but is not limited to:
Concerns about the condition, cleanliness or security of a storage unit. Issues with access, booking, check-in or check-out processes. Problems related to the handling or positioning of goods brought in by you or your chosen removal company. Disputes about charges, invoicing or payment arrangements. Concerns about the conduct, attitude or communication of our team members. Delays, misunderstandings or failures to follow our usual procedures.
You do not have to use legal language or formal wording. If you tell us you are unhappy with our service and want us to respond, we will treat it as a complaint.
How to make a complaint
You can raise a complaint in the way that is most convenient for you. You may speak to a member of our team in person on site, contact us in writing, or use any normal communication method made available by the business. If your concern relates to a specific visit, removal date or storage period, please provide as much detail as you can, such as dates, times, staff names if known, and any reference numbers.
To help us investigate quickly and effectively, please:
Explain clearly what happened and why you are unhappy. Tell us what you would like us to do to resolve the issue. Provide copies of any supporting documents you feel are relevant, such as booking confirmations or inventories from your removal company.
Initial resolution by front-line staff
Many issues can be resolved immediately by our on-site staff or the member of the team you first speak to. They will listen to your concerns, review any relevant information and try to agree a resolution with you there and then. This may include clarifying information, correcting an error, offering a practical solution, or arranging a follow-up action.
If you are satisfied with the outcome, the issue will be recorded internally and treated as resolved. We will still review what happened to see if any changes to our procedures are needed, particularly where the complaint relates to coordination with removal companies, vehicle access or loading areas.
Escalation to a manager
If your complaint cannot be resolved at the first stage, or if you prefer to speak to someone more senior, you can ask for your complaint to be referred to a manager. The manager will acknowledge that your complaint has been escalated and will take responsibility for the next stage of the investigation.
The manager will:
Review the details of your complaint and any previous attempts to resolve it. Speak with any staff members involved, and where appropriate, request further information from you. Consider any wider issues, such as how our systems, contracts or working arrangements with removal providers may have contributed to the problem. Aim to provide a full written or verbal response within a reasonable timeframe, explaining our findings and any proposed remedy.
Timeframes for response
We aim to acknowledge all formal complaints promptly. In many cases, we will be able to resolve your concern within a few working days. If the matter is more complex, for example involving damage investigations, security reviews or third-party removal company information, the process may take longer.
If we cannot give you a full response quickly, we will explain why and let you know when you can expect a further update. We will keep you informed of progress until the complaint is concluded.
Possible outcomes
Depending on the nature of your complaint and the outcome of our investigation, we may:
Provide an explanation or clarification if there has been a misunderstanding. Offer an apology where we have fallen short of our standards. Take corrective action to put things right where reasonably possible. Review or amend our procedures, staff training or site arrangements to prevent similar issues in future. Where appropriate, consider whether any goodwill gesture is suitable.
Any remedies will be offered in line with our terms and conditions and applicable law. Where third parties are involved, such as independent removal companies instructed directly by you, we will explain clearly what falls within our responsibility and what must be addressed with those providers.
If you remain dissatisfied
If, after receiving our final response, you are still unhappy, you may request that a senior member of our management team reviews the handling of your complaint. They will look at how the investigation was carried out, whether the outcome was reasonable based on the evidence, and whether our procedures were followed correctly.
We will then inform you of the result of this review. At that point, if you still disagree with our decision, you may choose to seek independent advice about your options. This may include taking your own legal or advisory steps. We will respect your decision and will cooperate with any authorised third party you appoint to act on your behalf, subject to appropriate permissions.
Continuous improvement
Every complaint is logged and reviewed so that we can identify patterns, learn from mistakes and improve our service. This is particularly important for customers who rely on smooth coordination between our facility, their own arrangements and any removal services they use. Feedback helps us refine our processes for bookings, access, loading bays, parking and customer communication.
By following this Complaints Procedure, Self Storage Hammersmith aims to resolve issues fairly and transparently, maintain high standards for all storage users, and support a smooth experience for anyone moving, storing or transporting belongings with our help.
