Self Storage Pimlico Complaints Procedure
This Complaints Procedure explains how customers of Self Storage Pimlico can raise concerns about our services, how those complaints will be handled, and the steps available if you are not satisfied with our response. It applies to all customers using our self storage facilities and related services, including those using our site in connection with removals, collections, or deliveries.
Our commitment to resolving complaints
We aim to provide a reliable, professional and secure storage service. If something goes wrong, we want to know about it so that we can put matters right and improve our service. All complaints are taken seriously, handled with respect, and used as an opportunity to review and, where necessary, enhance our procedures.
We will always try to resolve issues at the earliest possible stage, ideally informally and directly with the member of staff or team involved. Where this is not possible, or you prefer a more formal process, this Complaints Procedure sets out each step.
What counts as a complaint
A complaint is any expression of dissatisfaction about the service you have received or expected to receive from Self Storage Pimlico. This can include issues related to:
Quality or standard of storage services provided
Customer service at our storage facility or over the phone
Access arrangements, collections or deliveries associated with removals
Billing, invoices or payment queries
Condition, cleanliness or maintenance of storage units or shared areas
Security, communication or administration
Alleged failure to follow our own policies or agreed terms
This procedure is not intended for emergencies or incidents that require immediate intervention, such as urgent safety or security matters. Those should be reported to a member of staff at once so that they can be dealt with promptly.
Step 1: Raising an informal concern
In many cases, complaints can be resolved quickly and informally. If you are unhappy with any aspect of our service, please raise the issue as soon as possible with the staff member you have been dealing with, or at the storage facility reception.
When raising an informal concern, it helps if you can clearly explain:
What has happened and when it occurred
How it has affected you or your use of our services
What you would like us to do to resolve the matter
We will listen carefully, ask questions where needed, and try to agree a solution with you. Many concerns can be resolved at this stage without needing to proceed to a formal complaint.
Step 2: Submitting a formal complaint
If you are not satisfied with the outcome of your informal discussion, or you feel the matter is too serious to deal with informally, you may submit a formal complaint. Please set out your complaint in writing so that we have a clear record.
Your formal complaint should include:
Your full name and any relevant account or unit details
A description of what went wrong, including dates and times where possible
Details of any conversations or attempts already made to resolve the issue
Any supporting information you consider relevant
What outcome or resolution you are seeking
Written complaints can be handed in at our storage facility reception or sent to our main office address, marked clearly as a Complaint for the attention of the management team.
Step 3: Acknowledgement and timescales
Once we receive your formal complaint, we will acknowledge it in writing within a reasonable period of time. We will then allocate your complaint to a member of the management team who has not been directly involved in the issue, wherever practical.
We aim to provide a full written response as soon as we can. In most cases, this will be within a reasonable timeframe, depending on the complexity of the matter and the availability of any relevant staff. If we need more time to investigate fully, we will let you know and explain the reasons for any delay, together with an updated timescale.
How we investigate your complaint
To investigate your complaint properly, we may:
Review your storage agreement and account notes
Check records of any contact, including visit logs or access records
Speak with staff members involved in the matter
Inspect the relevant storage unit or area if appropriate
Consider any documents or photographs you provide
We will assess the information objectively and fairly. Our written response will explain our findings, any decision we have reached, and any steps we propose to take to resolve the complaint or prevent a recurrence.
Step 4: If you remain dissatisfied
If you are not satisfied with our written response, you may ask for your complaint to be reviewed by a more senior manager. You should do this in writing, explaining why you disagree with the outcome and what you believe has not been addressed.
The senior manager will review the handling of your complaint, the investigation carried out, and the response provided. They may decide to:
Uphold the original decision
Uphold your complaint in full or in part
Recommend further investigation or corrective action
You will receive a final response outlining the outcome of this review and the reasons for the decision.
Confidentiality and data protection
All complaints are handled in line with applicable data protection requirements. Information about your complaint will be shared only with those who need to know in order to investigate and resolve it. We will keep appropriate records of complaints and outcomes so that we can monitor trends and improve our services.
Complaints involving third parties
Some customers use Self Storage Pimlico in conjunction with a third party, such as a removals or delivery company. If your complaint involves the actions of a third party, we will clarify which parts of the issue relate to our service and which relate to the third party. We will address any concerns that fall within our control and, where possible, guide you on how to raise issues with the other provider.
Using complaints to improve our service
We regularly review complaints to identify any recurring issues or areas where our processes could be improved, whether related to storage arrangements, site access, customer communication or cooperation with removal and transport services. Where appropriate, we update staff training, procedures or terms of service to reduce the likelihood of similar problems arising in future.
Changes to this Complaints Procedure
We may amend this Complaints Procedure from time to time to reflect changes in our services, operational practices or legal requirements. The most recent version will be available from our office on request.
