Bright Self Storage Code of Practice

We will:

• Treat every customer fairly, courteously and with respect.
• Be honest and transparent about our pricing and services.
• Explain our terms and conditions clearly before you rent.
• Communicate openly if any changes may affect your storage agreement.
• Maintain high standards of professionalism across all areas of our business.

We are committed to providing a secure environment for your belongings by:

• Maintaining secure access to our facilities.
• Operating CCTV and other appropriate security measures.
• Keeping our premises clean, safe and well maintained.
• Carrying out regular inspections and maintenance.
• Continually reviewing our security procedures.

Whilst no storage facility can guarantee against every eventuality, we work hard to minimise risks and provide a secure environment for all customers.

We believe our customers should always know where they stand.

We will:

• Clearly explain our storage charges before your agreement begins.
• Ensure any additional services or optional extras are fully explained.
• Never apply hidden fees or unexpected charges.
• Give appropriate notice of any future price changes in accordance with your agreement.

We take your privacy seriously.

We are committed to:

• Handling personal information responsibly and securely.
• Complying with UK data protection legislation.
• Only collecting information necessary to provide our services.
• Respecting your privacy and confidentiality.

Further information can be found in our Privacy Notice.

To help maintain a safe and lawful storage environment, we expect all customers to comply with our storage terms.

Items that must not be stored include, but are not limited to:

• Illegal or stolen goods.
• Hazardous or flammable materials.
• Explosives or firearms.
• Perishable food or waste.
• Live animals.
• Items prohibited under our storage agreement.

Where appropriate, we may verify customer identity and will cooperate with law enforcement or regulatory authorities where required by law.

We welcome feedback and continually look for ways to improve our service.

If something goes wrong, we will:

• Listen carefully and treat your complaint fairly.
• Investigate the matter promptly.
• Keep you informed throughout the process.
• Work towards a fair and reasonable resolution.

Details of how to raise a complaint can be found on our Customer Promise page.

We regularly review our policies, procedures and customer feedback to ensure we continue to provide a professional, safe and dependable self-storage service.

Everything we do is guided by five core principles:

These principles underpin the way Bright Self Storage operates and reflect our commitment to delivering a service our customers can trust.