Complaints & Customer Support
The Pace Commitment
Pace Group is committed to providing a reliable and responsive service across our group of lift businesses.
If you have a concern about a lift, maintenance visit, repair, engineer attendance, invoice, contract or any other service provided by a Pace Group business, please contact the relevant company directly in the first instance.
Contact the business responsible for your lift
If you know which Pace Group company maintains or services your lift, please contact that business directly.
You can usually find the correct contact details on:
- Your maintenance agreement
- Engineer reports or service documentation
- Previous emails or correspondence
- Invoices
- The relevant company website
You can also visit our Our Brands page to find the Pace Group business responsible for your lift.
If you know which Pace Group company maintains or services your lift, please contact that business directly.
You can usually find the correct contact details on:
- Your maintenance agreement
- Engineer reports or service documentation
- Previous emails or correspondence
- Invoices
- The relevant company website
You can also visit our Our Brands page to find the Pace Group business responsible for your lift.
Not sure who to contact?
If you are unsure which Pace Group business is responsible for your lift, or you have already raised your concern with the relevant business and require further assistance, please contact Pace Group.
Email: [email protected]
Telephone: 0330 441 5522
Please include:
- The site address
- The lift location
- The Pace Group company involved, if known
- A brief description of the issue
- Any relevant job, contract or reference number
We will make sure your enquiry is directed to the appropriate team.
If you are unsure which Pace Group business is responsible for your lift, or you have already raised your concern with the relevant business and require further assistance, please contact Pace Group.
Email: [email protected]
Telephone: 0330 441 5522
Please include:
- The site address
- The lift location
- The Pace Group company involved, if known
- A brief description of the issue
- Any relevant job, contract or reference number
We will make sure your enquiry is directed to the appropriate team.
How we handle complaints
Wherever possible, complaints and service concerns should first be raised with the Pace Group business providing the service.
This allows the relevant team to review the issue, investigate the circumstances and work with you towards a resolution.
If the matter requires further review, it can be escalated within Pace Group as appropriate.
Urgent lift issues
If your issue relates to an urgent lift breakdown, passenger entrapment or immediate safety concern, please use the emergency or breakdown contact details provided by your lift maintenance company.
Do not use the general complaints route for urgent breakdown assistance. If there is an immediate danger to life, contact the emergency services.
Find your Pace Group company
Not sure which business looks after your lift?
Visit our Our Brands page to find the relevant Pace Group company, or contact us on [email protected] or 0330 441 5522 and we will help direct your enquiry.