How to book and complain about a removal company
Once you have got past the stresses of dealing with estate agents, solicitors changes in dates and all the rest of it moving day finally comes. What can you do to ensure that moving goes as smoothly as possible and what can you do if even after following sensible advice you need to complain about a removal company?
@thecomplainingcow How to get the best removal company and how to complain if things go wrong with your moving. #Removals #Removal #Moving #MovingHouse #MovingHome #MovingTips #MoneyTipsAndTricks
Choosing a removal firm
The National Guild of Removers and Storers ensures its members are regulated and quality checked through the Removal Industrial Services Ombudsman Scheme.
The British Association of Removers is the relevant trade organisation. It has a Trading Standards Institute Code of Practice and an independent Alternative Dispute Resolution (ADR) scheme. So, should you encounter problems and your removal firm is a member then you are able to use an arbitration scheme. You may like to check their website before deciding on a removal firm to give you peace of mind.
Remember a page on Facebook means nothing. All the reviews could be written by the firm. If recommended by a friend of a friend, this still may not be good enough especially if a friend of a friend on Facebook given how so many people have “friends” on Facebook that aren’t friends and are often people with whom they have never met or spoken.
Get more than one quote especially if you insist on using a non specialist removal service. If a quote sounds cheap remember if something sounds too good to be true it probably is.
Consumer rights when using a removal firm
When you have instructed a removal firm to move your possessions from one place to another you are covered by the Consumer Rights Act 2015. You can expect to receive services undertaken with reasonable skill and care. That means no damage and arrival at an agreed time. Should this not be the case then you have grounds to complain.
If any items get damaged you have the right to repair/replacement or sum of money covering the cost of replacement. You are also entitled to any out of pocket expenses you might incur due to damages of items or delay in timings of the removal.
Insurance when using a removal firm
Check your insurance. When moving from one place to another check that you are covered and by which company – the insurance at your old place or the new one. This may give you additional cover particularly for anything you might move yourself. The company should have its own insurance to cover any breakages.
What to do if things go wrong with a removal firm
Keep a list of everything. If you notice damage at the time of moving mention it to the staff and keep a record. Put your complaint in writing following the tips here. Outline all the damage and out of pocket expenses and what you want to put the matter right. Give a timescale for response. If not satisfied with the response you can go to the ombudsman as detailed above. You can also go to the Small Claims Court (even after using the ombudsman.)
What you need to know when using an estate agent
How to prevent & complain about property related issues
Further help with consumer issues
Top 20 Tips How to complain effectively
If you need more help, information and tips with how to quote Acts, template letters and advice on how to complain effectively don’t forget the GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
101 Habits of an Effective Complainer provides you with more tips
Purchase and download templates to gain redress swiftly
5 Comments. Leave new
Many firms can sort out parking permits for vans and lorries on your moving day – meaning there’s one less hassle for you.
Great tips thanks!
Luke
The company should have its own insurance but in the case of damages, does the company insurance kick in automatically or does it add up with mine?
If they break something they pay. Please see the para on consumer rights above. But as you appear to be from a moving company I’m not absolutely sure what you are asking. I would hope that any removal firm had adequate insurance. But it maybe that the excess sometimes isn’t worth claiming. Bottom line, firm at fault, firm pays out. You’re welcome.
I have used a brilliant sheffield removals company, the removals company was excellent. I would definitely recommend them, they was very friendly and professional.