Storage Tufnell Park Complaints Procedure
This Complaints Procedure explains how Storage Tufnell Park deals with concerns and complaints about our storage and removal services. We aim to provide a clear, fair and efficient process so that issues are resolved quickly and professionally.
Our approach is to listen carefully, investigate thoroughly and respond in a way that is transparent and proportionate to the problem raised. Feedback, including complaints, is a key part of how we improve our storage facilities and removals support.
Scope of this complaints procedure
This procedure applies to all customers who use Storage Tufnell Park, including those who use our storage units, self storage services and any related removal or transport services we provide or arrange. It covers complaints about service quality, staff conduct, handling of goods, administration and communication, and the way we have applied our terms and conditions.
This procedure does not cover disputes solely relating to commercial negotiations before you became a customer, or matters that are already the subject of legal proceedings or have been decided by a court.
Our complaints principles
When you make a complaint, we will follow these principles:
We will treat you politely and with respect at all times. We will take every complaint seriously, whether it concerns storage, removals, billing or communication. We will investigate impartially, considering all information from you, our staff and any relevant records. We will keep your information confidential and only share it with those who need it to resolve the complaint. We will aim to resolve issues at the earliest possible stage, ideally informally, but we also offer a formal process where needed.
Raising a concern informally
If something has gone wrong, we encourage you to speak to a member of our team as soon as possible. Many concerns about storage access, packing, removals timing, or account queries can be resolved quickly by the on site or office team.
When raising your concern informally, please explain what has happened, when it took place and what outcome you are seeking. Where appropriate, we may be able to correct the problem immediately, offer an explanation, or agree practical steps to put things right.
If you are not satisfied with the outcome of this informal stage, or if the issue is serious, you may use the formal complaints process described below.
Making a formal complaint
To make a formal complaint, please set out your concerns in writing. Written complaints help us understand the issues clearly and ensure we have an accurate record.
When submitting your complaint, please include your full name, details of your storage unit or removal booking, the dates and times of the events you are complaining about, a clear description of what went wrong, and any evidence you wish us to consider such as photos, inventories or correspondence. Please also explain what outcome you are hoping for.
We ask that you submit your complaint as soon as possible after the event, so that we can investigate while the details are still fresh and records are readily available.
How we will handle your complaint
Once we receive your written complaint, we will acknowledge it within a reasonable time. In the acknowledgement, we will confirm that we have received your complaint and explain the next steps in the process.
Your complaint will be reviewed by a manager who was not directly involved in the events complained about, wherever practical. The manager will review your complaint, relevant documents, booking records, storage agreements, removal schedules and any other information required. They may contact you to clarify details or to request further information.
We may also speak with any staff or contractors who were involved in providing your storage or removal services. Our aim is to gather a full and fair understanding of what happened before reaching a decision.
Timeframes for responses
We aim to provide a full response to your formal complaint within a reasonable time. Where the issues are straightforward, this may be within a short period. If your complaint is complex, involves third party contractors or requires a detailed review of records, it may take longer.
If we cannot give you a full response within our normal target timescale, we will let you know and explain why more time is needed and when you can expect a final reply.
Outcome of your complaint
At the end of our investigation, we will provide a written response setting out a summary of your complaint, the steps we took to investigate, our decision and the reasons for it, and any actions we will take as a result.
Where we find that something has gone wrong, we will seek to offer a fair resolution. This may include an explanation or apology, corrective action in relation to your storage or removal arrangements, operational changes to prevent a recurrence, or other proportionate remedies in line with our contractual obligations.
If you remain dissatisfied
If you are not satisfied with our response, you may request that your complaint is reviewed at a higher level within Storage Tufnell Park. You should explain which aspects of the response you disagree with and why, and provide any additional information you consider relevant.
The review will focus on whether the complaint was handled fairly and in line with this procedure, whether the decision was reasonable based on the evidence, and whether the outcome remains appropriate. We will then send you a final response, which will conclude our internal complaints process.
External guidance and rights
This complaints procedure does not affect your legal rights. You may seek independent advice about your options at any stage, including in relation to claims about property damage, loss, or other disputes arising from storage or removal services.
Where applicable, you may also be able to raise your concerns with external bodies or alternative dispute resolution services. Any such steps would be in addition to, not a replacement for, our internal complaints procedure.
Recording and using complaints to improve
We keep a record of complaints we receive about our storage and removals services. These records help us identify patterns, recurring issues and opportunities for training or changes to our processes.
By analysing complaints, we aim to improve service quality, enhance customer support during moves and storage, and reduce the likelihood of similar issues arising in future.
Review of this procedure
Storage Tufnell Park may review and update this Complaints Procedure from time to time. Any updates will apply to new complaints from the date they are published. We are committed to maintaining a clear, accessible and fair process for all customers who wish to raise concerns about our services.
