Self Storage Camden Complaints Procedure
Self Storage Camden is committed to delivering a reliable and professional service for all storage users, including customers who use our facilities in connection with removal and transport services. We recognise that, on occasion, things may go wrong. When this happens, we want to hear from you so that we can put matters right and improve our service for the future.
This complaints procedure explains how you can raise a concern, how we will deal with it, and what you can expect from us at each stage.
Our Commitment To You
We aim to resolve all complaints fairly, promptly and transparently. We will listen carefully to your concerns, investigate the facts, and explain our findings in clear language. Wherever possible, we will work with you to agree a practical solution that reflects the circumstances of your storage or removal-related experience.
We handle all complaints confidentially and in line with our legal and regulatory obligations. Raising a complaint will never affect your right to use our services or to be treated with respect.
What Counts As A Complaint
A complaint is any expression of dissatisfaction about our services, staff, facilities, processes or communication, whether it relates to a storage unit, access arrangements, billing, account management, or the way we coordinate with removal companies and transport providers.
You do not have to use the word “complaint” for us to treat your concern as one. If you tell us that you are unhappy and would like us to take action, we will follow this procedure.
How To Raise A Complaint
You can raise a complaint in person at our site or in writing. When you contact us, please provide as much relevant information as you can so that we can investigate efficiently and accurately.
To help us understand your complaint, please include:
• Your full name and any reference or account details you have
• The date on which the issue occurred, and where it took place
• A clear description of what went wrong and how it has affected you
• Details of any staff members, third-party drivers or removal teams involved
• Copies of any supporting documents or photographs you feel are relevant
• Any steps you have already taken to resolve the issue informally
• What outcome or resolution you are seeking
If your concern relates to the performance of an independent removal company that you engaged directly, we may ask you to contact them as well, as they may operate their own separate complaints procedure. However, if the issue touches on our facilities, our staff or our contractual responsibilities, we will still fully investigate our part.
Stage One: Informal Resolution
In many cases, complaints can be resolved quickly and informally. If you are on site, please speak to a member of our team as soon as you become aware of a problem. They will listen to your concerns and try to put matters right immediately where possible.
If we cannot resolve the issue straight away, we will take a note of the key details, tell you what further steps are needed, and aim to respond within a reasonable timeframe. For straightforward issues, we usually expect to respond within five working days.
Stage Two: Formal Complaint Investigation
If you are not satisfied with the outcome of the informal stage, or if your complaint is complex or serious, you may request a formal investigation. This may be appropriate, for example, where there are ongoing disputes about storage charges, access arrangements for removal vehicles, or the handling of your possessions while on our premises.
When we receive a formal complaint, we will:
• Acknowledge receipt in writing within a reasonable period
• Review all relevant records, including account notes, CCTV or access logs where appropriate
• Speak with staff members and, if necessary, any removal partners or third parties involved
• Consider any contractual terms, policies and safety requirements that apply
• Assess what went wrong, why it happened and whether it could have been avoided
Once our investigation is complete, we will send you a written outcome. This will explain the key facts we relied upon, our findings, and any steps we propose to take. For example, we may offer a practical solution such as adjusting your account, clarifying procedures for future removal bookings, or implementing changes to our site operations.
Timescales For Responses
We aim to complete most formal complaint investigations within 20 working days. If your complaint is particularly complex, or if we need information from third parties such as independent removal companies or insurers, the process may take longer.
Where we cannot meet our usual timescale, we will update you, explain the reason for any delay, and provide a revised timeframe for our response. We will keep you informed of significant developments during the investigation.
Outcome And Remedies
When reviewing a complaint, we will always consider what is fair and reasonable in light of the circumstances and the terms and conditions that apply to your storage agreement. Possible outcomes may include:
• An explanation or clarification of our policies or actions
• An apology where we have fallen short of our standards
• Practical steps to correct an error or oversight
• A review of internal procedures or staff training
• Other appropriate remedies consistent with our contractual obligations
While we will always seek to reach a solution that you consider fair, we may not always be able to agree to your preferred outcome. Where this is the case, we will clearly explain our decision and the reasons behind it.
Escalation Of Your Complaint
If you remain dissatisfied after receiving our formal written outcome, you may ask for your complaint to be reviewed by a more senior member of our management team. When requesting an escalation, please explain why you do not agree with our findings or outcome and what you believe would resolve the matter.
The senior reviewer will re-examine the information gathered, consider any additional points you raise, and decide whether the original outcome should be upheld, varied or overturned. They will then provide a final response, setting out the conclusions reached.
Working With Third Parties
Many of our customers use removal companies, couriers or man-and-van services to move goods into or out of storage. While we aim to coordinate effectively with these providers, they usually operate independently and are responsible for their own conduct, insurance and complaint handling.
If your complaint involves damage, delay or loss that appears to have occurred while your goods were in the care of a third-party carrier, we will clarify what happened on our site as far as we can, but you may also need to follow the complaints process of the company you instructed. We will cooperate with reasonable information requests from those companies where data protection requirements allow.
Continuous Improvement
We review complaints data regularly to identify patterns and areas for improvement in our storage operations and our coordination with removal and transport services. Feedback from customers helps us maintain safe, efficient and professionally managed facilities.
By following this complaints procedure, you help us understand where we can do better. We appreciate the time and effort involved in raising a concern and will always treat your complaint with the seriousness it deserves.
