The Removals Industry Ombudsman Scheme
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WHAT TO DO IF YOU HAVE A COMPLAINT ABOUT A REMOVAL OR STORAGE COMPANY


If you have a complaint about a removal or storage company, that is a member of the scheme, your first step is to complain directly to the company, setting out your complaint in writing.

The 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 National Guild of Removers & Storers (NGRS) who will provide a conciliation service.

If the outcome then proves unsatisfactory, you can refer the matter to the Removals Industry Ombudsman.


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 or inefficient conduct

  • Breaches of the NGRS 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 or those without substance


WHAT CAN THE OMBUDSMAN DO?

The role of the Ombudsman is to settle disputes by agreement between the parties, or by recommending an award of compensation, or by deciding that the circumstances do not warrant any further action.


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 NGRS, the complaint will be considered as quickly as possible. Evidence must be submitted in writing; there is no hearing. There is no cost to the complainant.


WHAT WILL HAPPEN THEN?

The Ombudsman, after acknowledging receipt of your complaint, will consider your case carefully, 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 the Ombudsman will send all parties her Determination.


THE OMBUDSMAN'S DECISION

The NGRS member has agreed to be bound by the Ombudsman's decision. The claimant 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.

The Ombudsman will not transmit or publish any confidential information except where required to do so by the court.


WHO IS THE OMBUDSMAN?

Lynne Stone was appointed in July 2011 as the Ombudsman. She is independent of any removal company or organisation.


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 NGRS 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 841
Chesham
Bucks
HP5 9BB

Tel: 01494 785388
Email: ombudsman@removalsombudsman.co.uk


See links below to download the guidance document 'Submitting a case to the Ombudsman'.
There are two versions of the form available. One for those of you who acces Microsoft word documents 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.