My name is Charmaine Watts, I am responsible for Customer Service at Pickfords.
I noted with concern, your blog and the photographs that have been posted onto Twitter by our customer. On behalf of Pickfords, I apologise unreservedly for the incident, it was the individual failing of one person within our organization and is not representative of the service we deliver to thousands of families on the move each year.
I did not hear of the concern from the Reverend directly, but we have reacted quickly to your blog and have investigated the case this morning and interviewed the crew.
We were very disappointed with the conduct displayed by the concerned individual who has been immediately suspended for gross misconduct pending investigation and formal disciplinary action.
I will make contact with the Reverend directly to extend my personal apologies for this regrettable incident.It is good to see the company responding so promptly and interesting to note that they monitor Twitter and the blogosphere. I wait to hear if their unhappy customers receive the promised apology and some appropriate recompense.