Complaints Procedure
Pimlico Movers Complaints Procedure
Pimlico Movers is committed to providing a professional and reliable removals and storage service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so that we can put things right and improve our service. This Complaints Procedure explains how you can raise a complaint, how we will handle it, and what you can expect from us at each stage.
Purpose and Scope
This procedure applies to all customers who use Pimlico Movers for home moves, office relocations, packing, storage, or associated services. It covers issues such as customer service, punctuality, handling of belongings, conduct of staff, quality of packing, communication, and billing disputes. It is designed to be fair, clear, and accessible, and to ensure that complaints are dealt with promptly and impartially.
What We Class as a Complaint
A complaint is any expression of dissatisfaction about our services, whether justified or not, where a response is requested or implied. This may include concerns about:
Quality or standard of removals or storage services provided
Damage or loss of items during packing, loading, transit, or unloading
Delays, missed appointments, or changes to agreed schedules
Conduct, attitude, or professionalism of Pimlico Movers staff or contractors
Accuracy or clarity of quotations, invoices, or other documentation
Any other aspect of our service that has not met your expectations
General feedback or suggestions for improvement are welcome at any time, but will not usually be treated as formal complaints unless you ask us to do so.
How to Make a Complaint
You can raise a complaint with Pimlico Movers in writing. Written complaints allow us to record the details clearly and ensure a full and accurate investigation. In your complaint, please include:
Your full name and the address where the service took place
Any reference or job number associated with your booking
The date of your move or service and the names of any team members if known
A clear description of what happened and why you are dissatisfied
Details of any loss, damage, or additional costs you believe have arisen
Copies of any supporting evidence you may have, such as photographs or inventory lists
What outcome or resolution you are seeking
Providing complete and accurate information at the outset helps us respond more quickly and effectively.
Time Limits for Raising a Complaint
We ask that complaints are raised as soon as possible after the issue arises. For complaints involving alleged loss or damage to belongings, we recommend that you notify us in writing as soon as you become aware of the problem, ideally within a reasonable period of completing the move or accessing stored goods. Prompt notice helps us investigate while details are still fresh and evidence is easier to obtain.
Our Complaints Handling Process
Pimlico Movers follows a staged process to ensure that every complaint is handled consistently and fairly.
Stage 1: Acknowledgement
Once we receive your complaint in writing, we will send you an acknowledgement. This acknowledgement will confirm that we have received your complaint, outline the next steps, and provide an estimated timescale for our investigation and response.
Stage 2: Investigation
Your complaint will be passed to an appropriate manager or complaints handler who is not directly implicated in the matter. They may:
Review your booking records, inventory lists, and any relevant documentation
Consult with the crew members or staff involved in your move
Examine any photographs, videos, or other evidence you supply
Ask you for further information or clarification where necessary
We aim to conduct investigations thoroughly but efficiently, keeping you informed if we need more time.
Stage 3: Response and Outcome
Following the investigation, we will send you a written response. This will include:
A summary of your complaint and the issues considered
The findings of our investigation and the reasons for our conclusions
Any proposed resolution or remedial action
Information on how to escalate the matter if you are not satisfied
Where we find that your complaint is justified in whole or in part, possible outcomes may include an apology, corrective action, practical steps to remedy the issue, or other appropriate measures in line with our terms and conditions.
Escalating Your Complaint
If you are not satisfied with the outcome of Stage 3, you may request an internal review. Your complaint and our initial response will then be reconsidered by a senior member of the company who was not involved in the previous decision. They will review the handling of your complaint, reassess the evidence, and determine whether the outcome should be upheld, varied, or reconsidered. We will provide you with a further written response following this review.
Fairness and Confidentiality
Pimlico Movers treats all complaints seriously and handles them with discretion. Information relating to your complaint will only be shared with those who need it to investigate and resolve the matter. Complaints are handled without discrimination and without adverse treatment for having raised a concern in good faith.
Using Complaints to Improve Our Service
We value complaints as an important source of feedback on how our removals and storage services perform in practice. Where trends or recurring issues are identified, we use them to improve training, update procedures, refine packing and handling methods, and review communication practices. This helps us deliver safer, more efficient, and more reliable moves for all customers.
Acceptance of This Procedure
By booking Pimlico Movers, you acknowledge that you have had the opportunity to read this Complaints Procedure alongside our general terms and conditions. This procedure is intended to work alongside your statutory rights and any contractual protections you may have; it does not limit or replace them.
If you have any concerns about a past, current, or future move with Pimlico Movers, we encourage you to raise them with us promptly so that we can address them and continue to improve the service we provide.
