There are consumer protection laws and regulations which apply to all businesses in the UK, but there is no regulatory or licensing body specific to the removal industry. If a mover operates vehicles above 3.5 ton, they are required to have a Transport Manager, which is regulated by the Traffic Commissioner, but that is relative to the operation of vehicles, not the removals industry. Therefore, it’s fair to say that the removal industry is not specifically regulated.
Some may find this surprising as the task of moving home requires entrusting a company with the safety and protection of all the customers worldly goods.
In the absence of an official regulator, professional removals businesses will often enrol in a form of self-regulation by joining a legitimate Trade Association that is specific to the industry. There are currently two such Trade Associations, the British Association of Removers (BAR) and the Association of Independent Movers (AIM), both of which are not-for-profit organizations with a code of practice, membership rules and a high level of consumer protection measures.
There is no obligation for a moving firm to join a Trade Association, so it is up to the customer to do their due diligence and choose one that has made that commitment.
Here are some of the rules that AIM members must follow to qualify for, and retain, their membership.
Pricing Transparency. Members must make it clear what the cost of the job will be. They must issue a quote and get acceptance, in writing, before work commences. Due to the nature of the business, there can sometimes be extra costs involved, such as waiting time or rescheduling delivery. In these cases, the customer must be given advance notice (where possible) of potential extra charges.
Insurance. Members must provide adequate insurance options to their customers. The insurance should cover the goods, not just while in transit, but while being handled by the moving crew at all stages of the process. If the customer chooses not to pay for insurance, they must, at the very least, be covered by a limited liability which would compensate them up to £40 per item in the event of loss or damage.
Service Standards. There is a plethora of rules, both written and unwritten, in the removals industry with regard to service standards. These include staff appearance and conduct, good practice in protecting goods and property, clear communication with customers, complaints procedures and general professionalism. Members are expected to maintain a high level of service standards at all times.
Consumer Protection. AIM Members must have a clear complaints procedure and are automatically enrolled in the Alternative Dispute Resolution service provided by the Furniture and Home Improvement Ombudsman (FHIO).
In summary, while there is no official regulator for the removals industry, it would be prudent to choose a member of the Association of Independent Movers, which demands high standards from its members.
