Moving house is considered to be a very stressful experience. Following on from the story of the last week of the couple who hired a man with a van and lost all their possessions here’s how you can prevent that happening to you.
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 to do if even after following sensible advice it still goes wrong?
Choosing a removal firm
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.)
Further help with complaining effectively
For more information, guidance, tips, consumer laws, rights and template letters for complaining to most sectors about most things… GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
Want to get better at complaining? See 101 Habits of an Effective Complainer
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Purchase and download Property and home improvements complaint templates including moving related matters