Our staff are working remotely from home so please do not post anything to the office, until further notice. If possible, customers are advised to email [email protected] if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday.  Please note that for some schemes that there may be delays in the processing and resolution of cases. We apologise for any inconvenience this may have caused.

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What is the Independent Adjudication Service for Big Yellow Self Storage and Armadillo Self Storage?

The Independent Adjudication Service (“the Service”) provides an informal and independent way of adjudicating disputes between Big Yellow and their customers. The Service is the final stage of the dispute resolution process and applies to claims by customers for compensation or any other remedy.

The Service can be used to settle disputes between a customer and Big Yellow about:

  • the customer service experienced;
  • the storage service experienced;
  • Big Yellow’s delinquency procedure following non-payment of the customer’s rent or other charges.

Adjudication is a process by which an adjudicator, who is usually legally trained, weighs up the documents and evidence provided by the customer and the company in order to reach a decision. The adjudicator will take into account the law relevant to the subject matter of the dispute at hand. The adjudicator’s decision is binding upon both parties, if the customer chooses to accept it. If the customer chooses not to accept the decision, it will have no binding effect on either party. The case will then close with no further appeals or review available

To request an application form please download a copy from the downloads section on the left-hand side of this page. Please then email a copy to [email protected]. Alternatively, please contact a member of the Enquiries & Administration team between 9am to 5pm Monday to Friday and they will email or post you out a copy.

The steps you must take before submitting a claim

Step 1.

Customer raises a complaint with the company in the first instance and reaches a final response from them.

Step 2.

If a complaint is referred to CEDR for independent adjudication,   you will need to complete the Application Form and read the Scheme rules. We will also check with the company to confirm that the matter has been through their internal complaints process.

Step 3.

Once we receive all the information from yourself and the company, we will aim to have a final written response provided within 30 working days. Once a final written response is published, the matter is closed with no appeals.

Ready to submit a complaint?

Complain now

Need additional assistance?

Please call us and we will provide the support that you need

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