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The Removal Industry Ombudsman Scheme comprises a Board of four members, only one of whom has any connection with the removals industry. The appointed Ombudsman, Lynne Stone, who has a a qualification in arbitration, operates from separate premises and is able to adjudicate in disputes on a totally fair and equitable basis. Membership of the Scheme, for individual removal companies, is through their membership of participating trade bodies. Once a company has signed up for the Scheme, all their removal activities are eligible to go forward to the Ombudsman, should a serious dispute arise. Company documentation and sales literature can display the "Ombudsman Scheme Member" logo. The National Guild of Removers and Storers is currently the principal trade association Member. The National Independent Removals Industry Inspectorate has also joined Complaints The types of complaint that the Ombudsman can deal with include: a breach of a Code of Practice; delays; a failure to provide the service promised; excessive charges over and above what was agreed, or allegations of unprofessional conduct. The Ombudsman cannot deal with frivolous complaints; those complaints which are already being considered under legal procedures; matters of insurance or debt; any complaints about a non-member of the Scheme, or complaints sent past the deadlines. Procedures If there is a problem with a removal or storage, a complaint must first be taken up with the company concerned, which will try to resolve the issue through their own internal complaints procedures. If that is not satisfactory, the complainant can appeal to the trade association's conciliation service, and if the customer is not satisfied, then the Ombudsman will consider the matter.
Removal companies agree to abide by the decisions of the Ombudsman, and if the complainant accepts an award, that implies full and final settlement of the case. However, if the complainant does not accept it, his/her legal rights will not have been restricted in any way, and litigation is not barred. The Ombudsman's fees and expenses, and those of any expert or legal advisor appointed by her, shall be met by the trade association of which the removal company is a member.
Guidance for NGRS members is contained in the document 'Responding to the Ombudsman'. This document can be downloaded using the links below. There are two versions available. One for those of you who have Microsoft Word and the other for those of you who have Adobe Acrobat reader. If you have neither visit http://www.adobe.com to download the free acrobat reader software.
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