1. Introduction
Pimlico strives to not only provide a high-quality service but also to provide the type of aftercare to all our customers which our competitors find difficult to match. The dedication to fulfil our customer’s needs and wants has always been imperative to the way we operate and we adapt our services in order to achieve this. We work with the intent that once a customer uses Pimlico we hope they become a ‘Pimlico customer for life’.
Our Customer Service Department has undergone a major transition which we have developed to provide the best after-sales service and support for our customers. The team has grown significantly and are all dedicated to not only hearing the positive things our customers have to say about our services, but also the negative ones. All feedback is welcomed by our team as we are a company that listens to its customers and we improve our services by doing so.
2. Making A Complaint
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 endeavour to always be compassionate and understanding of 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 we handle them in an efficient, fair and confidential manner. We will take the actions required to solve problems fully and to your complete satisfaction.
How to Make a Complaint
Should you have the need to make a complaint, this can be done over the phone on 020 7928 8888. Alternatively, you can email the customer services team direct on [email protected]. We aim to respond to all complaints within 48 hours.
3. Complaint Procedure
Any complaints should be raised with our control centre who will attempt to resolve any issues. However, if the problem is more involved the call handler will log a complaint and one of our customer service executives will be in contact within 48 hours.
Stage 1
A customer service executive will complete a full investigation; this includes reviewing all invoices, liaising with the customer to obtain relevant information and interviewing the engineer/employees. They will then provide the customer with a full written or phone call response to the complaint with the outcome of the investigation. If the customer is not fully happy with the conclusion, the customer can then escalate to stage 2. On escalation to stage 2, please note that any offer made in stage 1 will be withdrawn and may not be reinstated pending further investigation.
Stage 2
Should the customer wish to escalate to stage 2, this will then to be in writing either via email or post to [email protected] or:
Customer Services Assistant Manager
Pimlico House
Sail Street
London
SE11 6NQ
The Assistant Customer Service Manager will complete a full review of the complaint response by the customer services executive. If the customer is not fully happy with the conclusion made by the assistant customer services manager the customer may escalate to the final stage. On escalation to the final stage, please note that any offer made in stage 2 will be withdrawn and may not be reinstated pending further investigation.
Final Stage
If the customer is still not satisfied with the response from the assistant manager then the final outcome is escalated to Pimlico’s Customer Services manager which is the highest point of escalation to investigate the complaint’s entirety and responds with a final company conclusion.
4. Our Guarantees
Transparency
We believe in always being 100% transparent. We are clear, upfront and honest about our company charges. Our rates are clearly shown on our website and our helpful and experienced staff (24 hours), will make customers fully aware of our rates at the time they book a job or if they request details.
Our engineers will always show a full breakdown of labour, materials and any other charges, and a comprehensive description of work carried out is shown on all invoices and estimates.
We do not charge for the following:
- Call out charge
- Travelling
- Parking
- Congestion charge
There are no other hidden charges.
Overcharging
We always charge correctly and fairly according to our quoted rates and our policy on overcharging is unequivocal. However, in the unlikely event that any of our engineers ever do deliberately disregard this policy, they will be dismissed and a refund will be made.
Accountability
We will always take responsibility in the unlikely event that work is not carried out to our standards. If you are unhappy please contact our control centre and we will try to resolve your issue by sending an engineer back, or a technical service manager, at a time that is convenient for you. Pimlico will never carry out any unnecessary work or talk customers into any work that is not needed under any circumstances.
Labour
All of our workmanship carries the company’s written 12-month guarantee for your peace of mind.
Materials
Covered by the manufacturer’s guarantee.
