Pimlico Man and Van Complaints Procedure
Pimlico Man and Van is committed to providing a professional and reliable removals and man and van service. We aim to handle all moves with care, from small flat relocations to full household or office removals. However, we recognise that occasionally things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.
Our Commitment to You
We treat all complaints seriously and use them as an opportunity to improve our removal services. Our key commitments are:
To make it straightforward for you to raise a complaint about any aspect of our man and van or removals work.
To handle your complaint fairly, politely and without discrimination.
To investigate what has happened and, where appropriate, to put things right.
To keep you informed throughout the process and explain our findings clearly.
What Counts as a Complaint
A complaint is any expression of dissatisfaction with the service you have received from Pimlico Man and Van, whether it relates to a completed removal, loading or unloading, punctuality, conduct of staff, handling of belongings, documentation, or the way a previous issue was addressed.
You do not need to use any special language or legal terms. If you tell us that you are unhappy with our service and would like us to look into it, we will treat this as a complaint.
How to Make a Complaint
You can raise a complaint in writing. This helps ensure we fully understand the details and can refer back to them during our investigation. Please include the following where possible:
Your full name and any reference or booking details relating to your removal.
The date of your move and the addresses involved.
A clear description of what went wrong, including times, locations and the names or descriptions of any staff involved, if known.
Details of any damage, loss, delay or other concerns relating to your move.
Copies of any supporting information that may help us, such as photographs, inventory lists or written notes relevant to your complaint.
What outcome you are seeking, for example an explanation, an apology, corrective action, or consideration of compensation where appropriate under our terms.
Time Limits for Making a Complaint
We encourage you to raise any concerns as soon as possible after your removal or man and van service. This makes it easier to collect accurate information and resolve issues quickly. If your complaint relates to damage or loss of items, you should check your belongings as soon as is reasonable after the move and notify us promptly in line with the time limits set out in your contract or booking confirmation.
How We Will Handle Your Complaint
When we receive your complaint, we will follow these stages.
Acknowledgement: We will confirm that we have received your complaint and explain who will be dealing with it. We will also give you an estimated timescale for our response.
Investigation: A member of our team will review the details of your complaint, check any relevant paperwork, booking details and job notes, and, where necessary, speak with staff who were involved in your removal. We may contact you for further information or clarification.
Assessment: We will assess what happened against our service standards, contractual terms, and any relevant industry practices for removal and transport services. Where we find that we have not met our standards, we will consider appropriate steps to put matters right.
Response: We will send you a written response setting out our findings. This will include a summary of your complaint, what we have investigated, our conclusions, and any proposals we are making to resolve the matter.
Timescales
We aim to provide a full response within a reasonable period from receiving your complaint, depending on its complexity and the availability of information. Where an issue is straightforward, we may be able to resolve it more quickly. If we need more time, we will let you know and explain the reasons for the delay, along with an updated timescale.
Possible Outcomes
Depending on the circumstances of your complaint and the findings of our investigation, possible outcomes may include:
An explanation of what happened and why.
A sincere apology where we have fallen short of our standards.
Corrective action, such as staff training or changes to our working practices, to help prevent similar issues arising in future.
Consideration of compensation, repair or replacement where appropriate and in line with our terms and any applicable limits of liability for removal services.
If You Are Not Satisfied with Our Response
If you are unhappy with our initial decision or believe that your complaint has not been fully addressed, you may ask for a further review. In your request, please explain which aspects of our response you disagree with and provide any additional information that may be relevant.
A more senior member of our team will then reconsider your complaint, taking into account all the information available. We will then provide a final response with our conclusions.
Data Protection and Confidentiality
All complaints are handled in line with our privacy and data protection obligations. Information you provide will be used only for the purpose of investigating and resolving your complaint and for internal monitoring and training. We will keep your personal information secure and retain it only for as long as necessary and in accordance with our legal responsibilities.
Using Feedback to Improve Our Services
Feedback from customers is essential in helping us maintain and improve the quality of our removals and man and van services. We regularly review complaints received, looking for patterns or recurring issues so that we can enhance our training, processes and service standards. By letting us know when something goes wrong, you help us deliver a better moving experience for all customers in future.
