"Emigrated Australia to Scotland 5stars"

From the quote and set up these guys walked me through the entire process. Communication was first class and every querie, worry or question were quickly eased with just a phone call or email. Service at the delivery end was flawless also arriving early and quickly unloading placing item in each room as required the guys were great even asking if there was anything else I needed moved around once everything was inside. Total professionalism start to finish from price to execution flawless!

"Great customer care received"

Great customer care received from Austin Young and Charlie Bambrough. Few hiccups with DHL not delivering when they said they would, however pick up of boxes for sea freight went very smoothly.. now we wait and see how long it takes them to get to DXB. Air freight next also through PSS...

"Wonderful"

Quick, easy service. Squeezed me in quite last minute which was wonderful and came during the morning which I requested, but wasn’t guaranteed, so that was hugely appreciated.

"It was a difficult assignment"

It was a difficult assignment a three story house plus a cellar -- and stuff to be moved from each floor, packed, labelled, lifted outside. Some heavy loads, The two man crew were superb. I wasn't a great director and already exhausted when they arrived. I've been dealing with a bereavement. They were patient and accomodating. Top marks.

"Pleasant and efficient"

Pleasant and efficient

"Best removals company"

Mark and his crew were outstanding, nothing was too much trouble for them They were so professional and a credit to your company We highly recommend them to anybody Boss guys !!! Thanks so much again lads 👍🏻👍🏻👍🏻

"PSS made move to Canada a breeze"

PSS made our move to Canada as simple as an international move could be. The office staff were great to answer all of our questions and removals team were incredibly quick, delicate and patient with our chaotic organisation. We’ve now landed safely in Canada, the shipping manifest made the “goods to follow” form easy to fill out for customs. Overall it’s been a very good experience - thanks PSS!

"Helpful staff, terrible insurance process"

Very helpful move manager at PPS, however a combination of delay and insurance handling led to the rating.

Some insights on my experience that may be helpful to others deciding.

Move from UK to Australia:

Timeline: 7 months door to door (main reason for delay given - the war in Yemen).

Price: Original quote ~£1,600
Total actually paid once insurance, mandatory and optional fees were added: ~£2,600.
Had we paid all optional fees this would have been £2,700.

Insurance: Cost of insurance - about £900.
My estimate of cost to replace damaged items: £540.
RCS Initial offer to settle: £10.50 (net of excess)
RCS Final offer to settle: £150 (net of excess)
Emails exchanged to finalise: 83
Time taken from notification to payment: 18 weeks, 5 days - most of which was waiting for replies.

The process for claiming seems designed to frustrate you and make you give up - as it ultimately did for me.

There is no written complaint process - PSS refer you to their insurance provider, and their insurance provider refer you to PSS.

The advertised free alternative dispute resolution available through BAR does not apply to insurance claim disputes.

Due to the legal structure of the cover, this insurance is not subject to ombudsman jurisdiction - you are just stuck with whatever final offer is made unless you want to go to the time and expense of court.

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Edited to add:
Time taken to respond to Trustpilot public review: 2 days
Time taken to respond to internal complaint: 51 days

"Friendly"

Friendly, helpful, organised, and it all went smoothly

"Stay well clear!!!!…"

Damaged at least half of my shipment which was brand new items and lost others. I provided pictures and evidence within minutes of the shipment delivery. I tried to resolve as I’d payed extra for insurance but was messed about then they just stopped responding. Seems to be a very common theme from looking at reviews on Facebook