Self Storage Marylebone Complaints Procedure
Self Storage Marylebone is committed to providing a reliable, professional service for all storage customers and those using associated removal and transport services to and from our facility. If something goes wrong, we want to know about it, to put matters right and to improve our service for the future. This page explains how you can raise a concern or complaint and how we will deal with it.
Our commitment to resolving complaints
We aim to handle all complaints fairly, consistently and promptly. Every complaint is logged, investigated and reviewed by an appropriate member of our management team. Wherever possible, we will try to resolve issues informally at an early stage, especially where matters relate to day-to-day storage access, account queries or the coordination of removal and delivery schedules.
We treat all customers with respect and expect our team to be treated in the same way. We will not refuse to consider a complaint because it is critical or negative, provided it is raised in a reasonable manner.
What you can complain about
You can complain about any aspect of the service you receive from Self Storage Marylebone, including:
Service at our storage facility, such as staff conduct, customer service, or access arrangements. Condition, cleanliness or suitability of storage units or communal areas. Administration issues, including billing, invoicing, account handling and notice periods. Coordination of removals or transport services linked to your storage, including collection, delivery, handling of goods and timekeeping, where these arrangements have been made through us. Any failure to follow our published terms, procedures or agreed instructions.
If you are unsure whether your concern falls within our complaints procedure, you may still raise it and we will advise how it will be handled.
How to raise a complaint
We encourage you to speak to a member of staff at the facility in the first instance. Many issues can be resolved quickly through discussion, clarification of our terms, or practical steps taken on the spot. If your concern cannot be resolved informally, or you prefer to make a formal complaint straight away, you may do so in writing.
When you make a complaint, please provide as much information as you can, including your full name, your storage unit or account reference if applicable, the dates and times of the issue, a clear description of what went wrong, the names of any staff or contractors involved if known and what outcome you are seeking. Clear information will help us investigate thoroughly and respond more quickly.
Our complaints handling stages
We operate a clear, staged process for handling complaints so that you always know what to expect and when.
Stage 1: Initial review and acknowledgement
Once we receive your formal complaint, we will register it in our internal system. We will then send you an acknowledgement confirming that we have received your complaint and explaining the next steps in the process. We aim to provide this acknowledgement within a reasonable period of time, normally within a few working days.
Stage 2: Investigation and response
Your complaint will be reviewed by a manager who is not directly involved in the matter you are complaining about, where this is practical. They may contact you to request further details or clarification, especially where the complaint concerns more complex matters such as damage to goods during removal, disputes about storage charges or disagreements over contractual notice and access rights.
We will then investigate the facts, which may include speaking to staff members, reviewing booking records, examining images or documentation, and reviewing any associated removal instructions or inventory records where relevant. Once the investigation is complete, we will provide you with a written response outlining our findings, any steps we propose to take, and the reasons for our conclusions.
We aim to issue a full written response within a reasonable time frame. If, due to the complexity of the matter, we need longer, we will let you know and provide an updated timescale.
Stage 3: Escalation to senior management
If you are not satisfied with the Stage 2 response, you may request that your complaint is escalated to senior management. When making this request, please explain why you remain dissatisfied and identify any points you feel were not properly addressed.
A senior manager will then review the handling of your complaint, the evidence considered and the decision reached. They may decide to carry out further enquiries if needed. Following this review, we will send you a final written response, explaining whether we are upholding or varying the previous decision and detailing any further actions we will take.
Complaints involving removal and transport services
Many customers use third party removal or transport services to bring items to our storage units or to collect them. Where you have arranged these services directly with an independent removal company, any complaint about the conduct, punctuality, handling of goods or charges of that company should normally be made to them under their own complaints process.
Where removal or transport services have been coordinated or arranged through Self Storage Marylebone as part of a combined service, we will clarify who is responsible for each aspect of the service and direct your complaint accordingly. We will always assist in identifying the correct route for your complaint and, where appropriate, liaise with the third party to help achieve a resolution.
Remedies and outcomes
Where we find that we have made an error or fallen short of our standards, we will seek to put matters right. Depending on the circumstances, this may include correcting information, issuing an apology, taking practical steps to resolve an issue with your storage or access arrangements, reviewing or adjusting invoices where appropriate, or making internal changes to our processes or staff training.
Any remedy will reflect the nature of the complaint, the evidence available and our contractual terms and conditions. Nothing in this complaints procedure overrides or replaces your legal rights.
Recording and using complaints to improve
All complaints and their outcomes are recorded. We regularly review this information to identify recurring issues or trends. This helps us improve our service, including how we manage storage reservations, access arrangements, customer communication and the coordination of removal and transport support. By raising concerns when they arise, you help us make our services clearer, safer and more efficient for everyone.
Confidentiality and data protection
We treat all complaints in confidence and handle personal information in line with our data protection obligations. Details of your complaint will only be shared with staff or third parties where this is necessary to investigate and respond, or where we are required to do so by law or regulatory bodies.
By following this complaints procedure, we aim to ensure every concern raised about Self Storage Marylebone and our related services is taken seriously, investigated fairly and used to drive continual improvement.
