On 8 Feb I made an appointment with Pimlico to fix my boiler. They charged me £150 for the work. I filled out a Pimlico contact form explaining that the timer wasn’t working properly. The engineer arrived and I had to explain the problem with the timer again. He then made a phone call to someone, asking what he should do, and then told me that I would need a new timer and he would order one. There was nothing else he could do till he got the new timer. I explained that I had written all this down on the contact form, so he should have known what the problem was. Also that I had paid £150 and he had stayed for 15 minutes and not actually done any work. He said the money I had paid was a call out charge! (The Pimlico Plumbers website clearly states on the Rates page “No call out fee”. ) I made a complaint to Pimlico’s Customer Services. Their Consumer complaint resolution policy states that We aim to respond to all complaints within 48 hours. 12 days later there was still no response. When I attempted 3 times to phone Customer Services, I was put through to the wrong department and then they hung up on me. I sent a second complaint and then they deigned to respond to my first complaint, saying “Please note that a call-out fee is a fee charged for the call out in addition to any labour charges for the visit. We do not charge any call-put fees, you have been charged the minimum charge of on hour for the engineer’s visit to your property, assessment, and professional advice.” So let me get this straight. I paid £150 for the Pimlico engineer to tell me what I had already told him in writing. Because they carry no parts , I then would have to pay out at least another £150 for him to come back and actually do the job At this point I cancelled the job.