Our dedicated Customer Service Team are here to assist and help you with any issues you may have and to provide an exemplary after sales service.
We have a highly experienced customer service management team.
We are happy to listen to any questions, enquiries or requests you may have on future works on your property and provide advice, guidance, assistance and information.
As a company we love to hear what customers think of the service they received as it helps us to continue to provide a quality service and improve customer experience for the future. Please feel free to get in contact with our team who will welcome any feedback you may have.
Pimlico's Complaints Procedure
We strive to provide a consistent second to none service and quality workmanship, however if you feel that we have not upheld these standards please let us know. We treat complaints with priority and aim to resolve any problem promptly.
We endeavor 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 as quickly as possible.
Any concerns you may have relating to work carried out will be investigated fully by the Customer Services Team who will then help to resolve your issue. All complaints have our full attention and handle them in an efficient, fair and confidential manner.
We will take the actions required to solve problems fully and to your complete satisfaction. This can 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 services manager.
If your complaint can't be dealt with immediately, we will keep you updated on it's 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 services 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. If engineers are found to be deliberately overcharging the we will stop working with them.
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 our works guarantee and manufactures' warranties, are clearly stated on the back of our invoices and on our website.
Please contact our 24 hour manned office giving all relevant information regarding the problem. Please quote your invoice number and the date work was carried out.
Tel: 020 7928 8888
Post: Customer Services Team, Pimlico Plumbers Ltd, Pimlico House, 1 Sail Street, London, SE11 6NQ