Pimlico's Complaints Procedure

We aim to resolve any complaints as a priority. They are handled in an efficient, fair and confidential manner. We endeavour to always be compassionate and understanding towards any concerns and queries that you may have and do everything we can to come to a satisfactory conclusion quickly. If your complaint can't be dealt with quickly, we will keep you updated regarding the progress.

Any issues that arise from our workmanship that you are not happy with, or believe are not up to the standards you expect, please contact us and we'll get an engineer to rectify the problem, or arrange for a technical service manager to visit you.

Any discrepancies over time arrival and duration of jobs can be cleared up immediately as we can cross reference invoices with our vehicle tracking system. We are happy to provide a copy of a tracking system report at the customer’s request.

Concerns regarding overcharging for work carried out will be investigated, if it is found that a customer has been overcharged a refund for the amount will be given. Engineers found to be deliberately overcharging will be dismissed.

Problems arising from our workmanship will be covered by the 12 month guarantee.

Materials supplied by Pimlico Plumbers will be covered by manufacturers' warranties.

Full terms and conditions regarding your guarantee, are clearly stated on the back of our invoices and on the website.

Our dedicated Customer Service Manager is Tim Stevens.

Tim is happy to listen to your concerns and help to resolve your issues. This can be be done over the telephone, by sending an engineer to return to the job, sending an email, in writing, or a visit from a technical service manager.

Please contact our call centre, giving all relevant information regarding the problem and quote your invoice number and the date work was carried out.

Post:
Tim Stevens
Customer Services
Pimlico House
1 Sail Street
London
SE11 6NQ