Self Storage Bow Complaints Procedure
Self Storage Bow is committed to providing a reliable and professional service for all customers using our storage facilities and any related removal or transport arrangements. When something goes wrong, we want to know about it so that we can put matters right and improve our service. This complaints procedure explains how you can raise a concern, how we will handle it, and what you can expect from us at each stage.
Purpose of this Complaints Procedure
The purpose of this procedure is to give all customers a clear and fair process for raising complaints. It applies to issues relating to our self storage services and any associated removal or collection arrangements made through us. We will always treat complaints seriously, investigate them carefully and aim to resolve them promptly and professionally.
What We Class as a Complaint
A complaint is any expression of dissatisfaction from a customer about our service, whether it relates to storage units, booking processes, access, billing, security, conduct of staff or third-party providers arranged through us, such as removal or delivery teams. You do not have to use the word complaint for us to treat your concern as one. If you tell us you are unhappy and want us to do something about it, we will follow this procedure.
How to Raise a Complaint
We encourage customers to raise any concerns as soon as possible. The sooner we know about a problem, the easier it usually is to resolve. You can raise a complaint in person at our reception or in writing. When you contact us, please include as much detail as you can, such as your full name, the storage unit or booking reference, the date and time of the issue, a clear description of what went wrong, and what outcome you are seeking. This information helps us understand the situation and investigate efficiently.
Stage One: Informal Resolution
In many cases, issues can be resolved quickly at the time they arise. You should first speak to a member of staff on site. They will listen to your concerns, ask questions where needed and aim to resolve the matter straight away or within a short period. If the issue relates to a removal or delivery service associated with your storage, we will liaise with the relevant team to clarify what happened and seek a prompt solution.
If you are satisfied with the explanation or action taken at this stage, no further steps are required. However, if you remain unhappy, you can ask for your complaint to move to the formal stage.
Stage Two: Formal Complaint Review
If your concern is not resolved informally, you can submit a formal complaint in writing. Once we receive your formal complaint, we will acknowledge it within a reasonable timeframe and confirm that we are investigating. A manager or another appropriate senior member of staff will review your complaint. This may involve speaking to the staff involved, checking booking records, access logs, invoices, CCTV where relevant and any information from associated removal or transport providers.
We aim to complete our investigation and provide a detailed response within a reasonable period, depending on the complexity of the matter. Our written response will explain our understanding of your complaint, the steps we have taken to investigate, our decision and any actions we propose to take to resolve the issue.
Stage Three: Further Review
If you do not agree with the outcome of the formal review, you may request a further review. At this stage, a senior member of our team who has not previously been involved with your complaint will reconsider the matter. They will examine the original complaint, the investigation carried out, the outcome, and any new information you provide. After this review, we will write to you with our final position and any further steps we are prepared to take.
Complaints Involving Removal or Transport Services
Some customers use removal or transport services in connection with their storage. Where these services are arranged through us, we will coordinate with the relevant provider as part of our investigation. We will seek accurate information on collection and delivery times, handling of goods and any reported issues during transit. Where a separate provider is responsible for any failure or damage, we will explain their role and, where appropriate, let you know how to contact them or pursue their own complaints or claims process.
Timescales and Updates
We aim to handle all complaints as quickly and fairly as possible. If we cannot provide a full response within our usual timescales, for example because we are waiting for information from a third-party removal team or need to review detailed records, we will let you know the reason for the delay and give you an updated timeframe. We will keep you informed of progress until the matter is resolved.
Confidentiality and Data Protection
All complaints are handled in line with our privacy and data protection obligations. We will only share information with staff or third parties where it is necessary to investigate and respond to your complaint. Any records of your complaint will be stored securely and retained only for as long as needed for legal, regulatory or operational reasons.
Learning from Complaints
We use complaints as an opportunity to improve our storage services and any related removal or transport arrangements. Where a complaint reveals a weakness in our systems, procedures, communication or training, we will take reasonable steps to address it. This may include updating processes, providing additional staff training or reviewing how we work with third-party providers.
Limitations and Exclusions
This complaints procedure is designed to address service related issues and customer care. It does not replace or limit any rights you may have under your storage agreement or under relevant consumer and contract law. Certain matters, such as insurance claims or disputes over liability for loss or damage to goods, may need to be handled through separate processes as set out in your agreement and any relevant policy terms.
Policy Review
Self Storage Bow reviews this complaints procedure periodically to ensure it remains clear, effective and in line with our legal and regulatory responsibilities. Updated versions will apply to all new complaints from the date they are published.
