Complaints Procedure

Pimlico Man and Van Complaints Procedure

This Complaints Procedure explains how Pimlico Man and Van handles concerns and complaints about our removal and man and van services. We aim to provide a reliable, professional moving experience. When something goes wrong, we want to know about it so we can put it right and improve our services.

Our commitment to you

Pimlico Man and Van is committed to dealing with all complaints promptly, fairly and consistently. We treat every complaint as an opportunity to review what happened, resolve any issues and refine our processes for future moves. We will always aim to be open, transparent and respectful in our communications.

What this procedure covers

This procedure applies to complaints relating to our man and van and removal services, including but not limited to:

Quality of service on the day of the move, conduct or behaviour of our drivers or porters, delays, missed appointments or service disruptions, issues with loading, unloading or handling of items, concerns about charges or information given during booking and damage or loss of items associated with a move, where covered by our terms and conditions.

Matters relating to accidents, insurance claims or legal disputes may need to be handled under separate processes or by external parties, but we will explain this clearly if it applies to your situation.

Who can make a complaint

A complaint can be made by any customer who has used Pimlico Man and Van for removal or man and van services, or by someone acting with the customer’s clear authority. We may need to verify the identity of the person raising the issue to protect your personal information and ensure we are speaking to the appropriate party.

How to make a complaint

You can raise a complaint in writing. Providing your concerns in writing helps us to understand the issue clearly and keep an accurate record of what has happened.

When you contact us, please include the following information where possible:

Your full name and the name the booking was made under, the date and approximate time of your move, the collection and delivery locations, a clear description of what went wrong and when it occurred, any relevant reference numbers or booking details, details of any items affected, including approximate value if you are raising a damage or loss concern and what outcome you are seeking, for example clarification, an apology, remedial work or financial consideration in line with our terms.

Photographs, inventories and any supporting documents can assist us in reviewing your complaint thoroughly.

Time limits for raising complaints

We encourage you to raise any concerns as soon as possible after your move so we can investigate effectively. In particular, if your complaint relates to damage or loss, please refer to our terms and conditions for any specific notification times that may apply. Where no specific deadline is stated, we recommend contacting us within a reasonable period, typically within 7 days of your move.

How we will handle your complaint

When we receive your complaint we will log it in our internal system and assign it to a responsible person for review. We aim to acknowledge your complaint within a reasonable period of receiving it and to provide a full response after we have completed our investigation.

Our investigation may include reviewing booking details and service notes, speaking with the staff involved in your move, assessing any photographs or evidence provided and, where relevant, reviewing vehicle logs or route information.

Once the investigation is complete, we will provide you with a written response explaining:

Our understanding of your complaint and the issues raised, the findings of our investigation based on the information available, whether we uphold your complaint in full, in part or not upheld and any actions we will take, such as an apology, service explanation, corrective measures or financial remedy if appropriate and in accordance with our terms and conditions.

Possible outcomes and remedies

Where we find that we are at fault, we will aim to put things right in a fair and proportionate way. Depending on the situation, this may include providing an explanation of what went wrong and how we will prevent a recurrence, a sincere apology for any inconvenience or distress, repeating or correcting a service where suitable and offering compensation in line with our contractual terms and any applicable limitations or exclusions.

Any offer of compensation will take into account the nature of the loss or damage, the evidence provided, any relevant inventory or valuation, and the scope of liability set out in our terms. We will always explain how any proposed remedy has been calculated.

If you remain dissatisfied

If you are not satisfied with our response, you may ask for your complaint to be reviewed again, setting out why you disagree with the outcome or how you believe the matter has not been fully addressed. A more senior member of our team will then review the handling of your complaint and the decision reached. They may contact you to clarify information or request further details.

After this further review, we will write to you with our final position on your complaint. If you remain dissatisfied after our final response, you may wish to seek independent advice regarding your options.

Data protection and confidentiality

All complaints are handled in confidence. Information you provide will be used only for the purpose of investigating and responding to your complaint, improving our services and meeting any legal or regulatory obligations. We will store complaint records securely in line with our data protection responsibilities and for as long as reasonably necessary for these purposes.

Continuous improvement

Feedback and complaints help Pimlico Man and Van to improve the reliability and quality of our removal and man and van services. We regularly review complaint trends to identify training needs, refine procedures and enhance the way we plan and deliver moves for our customers. By raising your concerns, you are helping us to provide a better service for everyone.