Pimlico Removals Complaints Procedure

At Pimlico Removals, we are committed to delivering a reliable, professional and courteous removals service. We recognise that, on occasion, things may not go to plan. When this happens, we want to know about it so that we can put matters right where possible and improve our service for the future. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us at each stage.

Purpose of This Complaints Procedure

This procedure is designed to provide a clear and fair process for customers who wish to raise a complaint about any aspect of our removals or related services. It applies to all customers who have booked services directly with Pimlico Removals, whether for domestic moves, office relocations, storage services or associated packing and handling work.

Our aim is to resolve complaints promptly, transparently and respectfully. We also use complaints as an opportunity to review our practices, staff training and service standards, helping us maintain and improve the quality of our work across our service areas.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about the standard of our service, our staff, our vehicles or equipment, our communication, or our handling of items during your move. This may include, but is not limited to:

Concerns about punctuality, conduct or professionalism of our team members; issues related to loading, transport or unloading of belongings; dissatisfaction with packing, unpacking or dismantling and reassembly services; questions about how we have applied our terms and conditions or charges; concerns about damage to property or belongings during the move.

If you are unsure whether your concern is a complaint, please raise it with us and we will treat it appropriately under this procedure.

Raising a Complaint

We encourage you to raise any concerns as soon as possible so that we can address them promptly. In the first instance, where appropriate, you may speak to the team leader or representative present on the day of your move. Many issues can be resolved quickly on site through discussion and clarification.

If your concern is not resolved on the day, or if you prefer not to discuss it with the team on site, you can submit a formal complaint to our office. When doing so, please provide the following information so that we can investigate efficiently:

Your full name and the address where the service was provided; your booking or reference number; the date of your move and the type of service you received; a clear description of your complaint, including times, locations and the names of any staff involved if known; photographs or supporting evidence, where relevant, for example in cases involving damage.

We ask that complaints be raised within a reasonable time of the service taking place, ideally within 14 days of your move, so that details remain clear and evidence can be properly reviewed. However, we will consider complaints made after this period where there is a good reason for the delay.

How We Acknowledge Your Complaint

Once we receive your complaint, we will send you an acknowledgment. This acknowledgment will confirm that we have received your complaint, provide a reference for future communication about it, and outline the next steps, including expected timescales for our response.

We aim to acknowledge complaints within a short period of receiving them. If additional information is required before we can begin a full review, we will let you know.

Investigation and Review

Your complaint will be reviewed by an appropriate member of our management team who is not directly involved in the matter being complained about, wherever possible. The investigation may include:

Reviewing your booking details, correspondence and any notes recorded by our staff; speaking with the team members involved in your move; inspecting photographs, inventories or other documentation relating to your complaint; assessing whether our standard procedures and terms and conditions were followed.

We aim to complete investigations and provide a full written response within 14 days of acknowledging your complaint. If, due to the complexity of the issue or the availability of staff, more time is required, we will inform you and provide an updated timescale.

Our Response and Possible Outcomes

After we have completed our investigation, we will provide a clear response. This will set out our understanding of your complaint, the steps we have taken to investigate, our findings, and any actions we propose to take. Possible outcomes may include:

An explanation or clarification where there has been a misunderstanding; an apology where we accept that our service did not meet our usual standards; practical steps to remedy the issue where possible; consideration of compensation or contribution towards losses where appropriate and in line with our terms and conditions; details of any internal changes, such as staff training or process improvements, that we will make in response to the complaint.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed at a higher level within Pimlico Removals. When requesting an escalation, please explain which aspects of the outcome you disagree with or feel have not been fully addressed.

A senior manager will review the complaint, our findings and your comments, and may request further information from you or from staff involved. We will then provide a final internal response, usually within 14 days of your escalation request, unless we advise you that further time is required.

Continuous Improvement

We treat all complaints as an important source of feedback about our removals and related services. Trends and recurring issues identified through complaints are reviewed at management level. Where necessary, we update our procedures, invest in additional staff training or adjust our operational practices to help prevent similar issues from arising in future.

By following this Complaints Procedure, we aim to deal with all concerns fairly, consistently and in good time, while maintaining the high standards that customers expect from Pimlico Removals.