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Complaints Process


At Johnsons we are always focused on customer service but occasionally things don’t quite go according to plan. Whilst we will always try to resolve any such issues as quickly as possible we also value any feedback you might have.

If you feel the need to raise a formal complaint, please email the details to customercare@needextraspace.co.uk, addressing the email to the Complaints Resolution Team.

Please include the following details:

  • Your name
  • Your address
  • Details of the complaint
  • Any relevant pictures of the issue

We will aim to respond to any such communication with 2 working days.

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.


What to do if you can’t reach an agreement

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:


Further details can be found on the Financial Ombudsman Service

website: www.financial-ombudsman.org.uk