Self Storage Swiss Cottage Complaints Procedure
This complaints procedure explains how customers of Self Storage Swiss Cottage can raise concerns and how we will respond. It applies to all our services, including storage units, access and security arrangements, account administration and any associated removal and transport services arranged through us.
We aim to provide a reliable, secure and professional service for every customer. If something goes wrong, we want to know about it so we can put it right promptly and prevent similar issues from happening again.
Our commitment to resolving complaints
Self Storage Swiss Cottage is committed to handling complaints fairly, consistently and as quickly as reasonably possible. We will:
Listen carefully to your concern and treat you with respect at all times. Record the details accurately so that we fully understand what has happened. Investigate the matter impartially, considering all available evidence. Keep you informed about our progress and expected timescales. Offer a clear explanation of our findings and any action we will take. Use feedback and complaints to review and improve our storage and associated removal services.
What counts as a complaint
A complaint is any expression of dissatisfaction about our services, standards, or the way a previous issue has been handled, where you are seeking a response or resolution. Examples include:
Concerns about the condition, cleanliness or suitability of a storage unit. Issues with access arrangements, opening times or security procedures. Problems relating to billing, charges or contract terms. Concerns about conduct, courtesy or professionalism of staff or contractors. Issues with removals, collection or delivery services that we have organised on your behalf.
We welcome all feedback, whether formal or informal. Raising a concern will not affect your rights to use our storage or associated services.
How to make a complaint
You can raise a complaint in any of the following ways:
In person, by speaking to a member of staff at our facility. In writing, by sending a letter marked Complaint to our site address. Via any contact form or written channel we make available.
When you contact us, please provide as much detail as possible, including:
Your full name and, if applicable, your company or account name. The unit number or booking reference relating to your complaint. The dates and times of any incidents or problems. A clear description of what went wrong and how it has affected you. Any supporting information, such as photographs, inventories or receipts, particularly in relation to storage contents or removals. What outcome you are seeking, for example an explanation, correction, apology, or compensation.
Stage one: Frontline resolution
Many issues can be resolved quickly by our on site team. Where possible, we will aim to resolve your complaint at the first point of contact. The team member will listen to your concern, clarify any points where needed, and try to offer an immediate solution or explanation.
If your complaint cannot be resolved straight away, it will be passed to the relevant supervisor or manager for further review. You will be told who is dealing with it and when you can expect a response.
Stage two: Formal investigation
If your complaint is more complex, involves a dispute, or cannot be resolved informally, it will be treated as a formal complaint. A manager will carry out an investigation which may include:
Reviewing your storage agreement, access logs and account records. Checking any relevant CCTV or security reports, where available. Speaking with staff members or contractors involved, including any removal teams. Assessing any evidence you have provided, such as photographs or documents.
We aim to provide a written response to formal complaints within a reasonable timeframe. If we need more time, we will let you know the reason for the delay and when you can expect a final response.
Our response and possible outcomes
Once our investigation is complete, we will write to you with:
A summary of your complaint and the issues we have considered. The findings of our investigation, including any relevant evidence. Our decision on whether your complaint is upheld in full, in part, or not upheld. Any actions we will take, which may include explanations, apologies, corrective steps or changes to our processes.
Where appropriate and in line with our terms and legal responsibilities, we may also consider remedies such as adjusting charges or making a goodwill gesture. Any such remedies are considered on a case by case basis, taking into account the circumstances and the applicable contract and law.
Escalating your complaint
If you are not satisfied with the outcome of our formal investigation, you may request an internal review. This will usually be carried out by a senior manager who has not been directly involved in the original handling of your complaint.
When requesting a review, please explain why you are unhappy with our response and what you believe we have not addressed. The reviewing manager will consider all the available information and may contact you if further clarification is required. We will then provide you with a final response setting out our position.
Complaints relating to removal services
Where your complaint involves removal or transport services arranged through Self Storage Swiss Cottage, we will coordinate with the relevant teams or contractors to investigate what happened. This may involve checking booking details, inventories, timings, loading and unloading notes, and any reported issues with packing or transit.
We will explain which aspects fall within our control and which may be the responsibility of third party providers, and we will tell you how we plan to address each part of your complaint.
Confidentiality and data protection
All complaints are handled in line with our data protection obligations. Information about your complaint will only be shared with those who need it to investigate and respond, or where we are legally required to disclose it. Records of complaints are stored securely and retained only for as long as necessary.
Using complaints to improve our service
We regularly review complaints and customer feedback to identify patterns and areas for improvement. This may lead to changes in our procedures, staff training, communication, or the way we coordinate storage and removal services. By raising a concern, you help us maintain and improve the standards we offer to all customers.
We appreciate the time you take to tell us when something is not right and are committed to dealing with every complaint fairly, thoroughly and with a focus on putting things right wherever we reasonably can.
