Complaints Procedure at Pimlico Removals

Pimlico Removals is committed to providing a reliable and professional removals service for households and businesses. We recognise that, on occasion, things may not go as planned. When that happens, we want to know about it so we can put matters right and improve our service. This Complaints Procedure explains how to raise a concern, how we will respond, and what you can expect from us.

Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear and fair process for customers who are dissatisfied with any aspect of our removals or related services. It applies to all customers who have used Pimlico Removals for their move, storage, packing, or associated services, whether for domestic or commercial relocations.

We aim to:

Listen carefully to your concerns and treat every complaint seriously.

Respond promptly and keep you informed throughout the process.

Reach a fair and reasonable outcome based on the information available.

Use feedback to refine and improve our removals operations.

What We Class as a Complaint

A complaint is any expression of dissatisfaction, whether written or verbal, about the standard of service you have received from Pimlico Removals. This may include, but is not limited to:

Concerns about the handling, packing, loading or unloading of your belongings.

Damage or loss of items during a move or while in storage.

Delays, missed appointments, or scheduling issues.

Concerns about the conduct or attitude of our removals staff.

Disagreements about charges, quotations, or invoicing.

Issues relating to communication before, during or after your move.

How to Make a Complaint

We encourage customers to raise concerns as soon as possible, ideally while the move or service is still in progress or shortly after completion. Early notification makes it easier for us to investigate and resolve matters.

You can make a complaint in writing or verbally. When getting in touch, please provide as much detail as possible so we can investigate thoroughly. Helpful information includes:

Your full name and the address where the removal or service took place.

Your job or reference number if available.

The date of your move or the relevant service.

A clear description of what went wrong and when it occurred.

Details of any damage, loss or other concerns, including photographs if you have them.

What outcome you are seeking, where applicable.

If you initially raise your complaint verbally, we may ask you to confirm it in writing so there is a clear record of the issues you would like us to consider.

Time Limits for Submitting Complaints

To help us carry out a fair and accurate investigation, we ask that you notify us of any complaint as soon as reasonably practicable. For issues relating to loss or damage, you should inform us as soon as you discover the issue, and ideally within a short period following completion of your move or delivery from storage.

Complaints submitted a long time after the event may be more difficult to investigate fully, particularly if supporting evidence is limited. However, we will always do our best to review the information available and respond appropriately.

Our Complaints Handling Process

Once we receive your complaint, the following steps will usually apply:

Acknowledgement: We will acknowledge receipt of your complaint. This may be done verbally or in writing, depending on how you contacted us. We will confirm that we are investigating and let you know what will happen next.

Initial Review: Your complaint will be passed to a suitable member of our management team. They will review the information you have provided, along with any relevant internal records such as move schedules, inventory lists, photographs, and staff reports.

Investigation: Where necessary, we may contact you for further information or clarification. We may also speak to the move team or other staff involved. Our aim is to gain a full understanding of what happened and any factors that may have contributed.

Outcome and Response: After completing our investigation, we will provide you with a response outlining our findings and any proposed resolution. This might include an explanation, an apology where appropriate, and, if applicable, proposals for corrective action in line with our terms and conditions and any insurance or liability provisions that apply to your move.

Timescales for Responding

We aim to resolve most complaints as quickly as possible. Straightforward issues may be settled within a few working days. More complex matters, particularly those involving claims for loss or damage, may take longer while we gather and review information.

If we are unable to provide a full response within a reasonable period, we will keep you updated on the progress of our investigation and let you know when you can expect a final outcome.

Resolution and Remedies

Where our investigation shows that Pimlico Removals is at fault, we will seek to offer a fair and proportionate remedy in line with our contractual obligations, insurance arrangements and industry practices for removals and storage. This may include:

An explanation of what occurred and the factors involved.

A sincere apology, where service has fallen short of our standards.

Practical steps to put things right where feasible.

Consideration of compensation or reimbursement, where appropriate and subject to our terms and conditions.

In some cases, our response may conclude that we are not responsible for the issue raised. Where this is the case, we will clearly explain our reasons and the information we relied upon.

Escalating Your Complaint

If you are unhappy with the outcome of your complaint or believe it has not been handled fairly, you may request that your case is reviewed at a more senior level within Pimlico Removals. We will look again at the details you have provided, along with the steps already taken, and consider whether any further action is appropriate.

Any further review will focus on whether our procedure has been followed correctly and whether the final outcome remains fair and reasonable in light of all available information.

Using Complaints to Improve Our Service

We value all feedback, whether positive or negative. Complaints play an important role in helping us maintain and improve the quality of our removals and storage services. We regularly review the nature and frequency of complaints to identify any recurring themes and to refine our training, processes and communication with customers.

By following this Complaints Procedure, Pimlico Removals aims to provide a transparent, fair and respectful process for resolving issues and maintaining trust with our customers in the areas we serve.