WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT A REMOVAL SERVICE

If you have a complaint about a removal company, the first step is to complain directly to the company, preferably setting out your complaint in writing.

The removal company will deal with it in line with their normal complaints procedures. You should ensure that you keep all relevant contracts and letters.

If you are still not happy with the outcome, you may take your complaint to the trade association to which the removal company belongs, and ask them to forward your complaint to their conciliation service.

At the present time, only The National Guild of Removers and Storers is able to refer the matter to the Removals Industry Ombudsman, if there is still no satisfactory resolution.

WHAT KIND OF COMPLAINTS CAN THE OMBUDSMAN CONSIDER?

The Ombudsman can consider complaints such as:

• Breaches of contract. E.g. a failure to provide a service to the standard contracted or excessive charges over and above what was agreed.
• Allegations of unprofessional, inefficient or unfitting conduct
• Breaches of the Code of Practice
• Substantial delays in dealing with your complaint

The Ombudsman cannot deal with

• Any complaint against a non-member of the Scheme
• Insurance matters
• Complaints which are, or have been, dealt with by the Court or another body
• A complaint sent to the Ombudsman more than three months after it was last considered by the trade association
• Frivolous or vexatious complaints, without substance

WHAT CAN THE OMBUDSMAN DO?

The role of the Ombudsman is to settle disputes either by agreement of the parties, or by recommending an award of compensation, or by deciding that under the circumstances, no further action is required.

HOW DO I MAKE A COMPLAINT TO THE OMBUDSMAN?

Contact the Office of the Removal Industry Ombudsman Scheme and ask for a Complaint Form, or, print off the form on this web-site, and post it to the address below. Once received, together with all relevant documentation from the trade association, the complaint will be considered as quickly as possible. The procedure is by written documents only; there is no hearing. There is no cost to the complainant.

WHAT WILL HAPPEN THEN?

The Ombudsman, after acknowledging receipt of your complaint, will carefully consider your case, in a fair and even-handed manner. Further investigations may be made. It may be possible to settle the dispute by agreement at this stage, but if not, a determination is made.

THE OMBUDSMAN'S DECISION

The removal company has agreed to be bound by the Ombudsman's decision. The complainant may accept it, in full and final settlement of the dispute, or reject it. The right to take legal action will not have been affected.

All matters remain confidential to the Ombudsman.

WHO IS THE OMBUDSMAN?

Shelley Radice was appointed in March 2002 as the Ombudsman. She is totally independent of any removal company or organisation. Her background, working within trade associations, has given her experience of handling complaints. She is also an Associate Member of the Chartered Institute of Arbitrators.

HOW DO I KNOW IF MY REMOVAL COMPANY IS A MEMBER OF THE SCHEME?

Your original quotation from the removal company should indicate their membership. The concluding letter from the trade association will direct you to the Ombudsman Scheme. The link to members on this site may be of help. If in doubt, contact the Office of the Ombudsman, below.

THE REMOVALS INDUSTRY OMBUDSMAN SCHEME
P. O. BOX 771
TRING
HERTFORDSHIRE
HP23 5XB

Tel: 01442 891736
Email: removalombudsman@btconnect.com