Every UK house move is unique. No two customers have identical goods, properties or specific requirements, which is why professional movers will survey and quote on an individual basis.
The mover is aware of potential issues that could disrupt the smooth process of moving, (e.g. late keys that prohibit access) and can put systems in place to minimize the stress. However, with moving home being such a labour-intensive endeavour and often relying on third parties such as estate agents and solicitors, it is no surprise that things can sometimes go wrong.
The most common problem is accidental damage to goods, for which the mover or the customer will have insurance. Sometimes the claim is made through the mover and sometimes the customer claims directly, depending on the type of insurance used. Either way, the claim should be made within the time specified in the terms and conditions. This is usually seven days.
Complaints Procedure
Occasionally, there are disputes or complaints that cannot simply be handed to the insurer to resolve. It may be a complaint about the moving procedure, pricing or other contractual issue. For this, the mover will have a complaints procedure in place. All AIM members are required to have a clear complaints procedure and should resolve complaints in a friendly and timely manner.
If the mover is an AIM member and the customer is dissatisfied with the outcome of their complaint, they can contact AIM and ask them to step in. AIM will mediate between the customer and the mover with the goal of settling the dispute before it escalates further. If mediation fails to settle the dispute, either party can take it to the Ombudsman.
Ombudsman Service
The Furniture & Home Improvement Ombudsman (FHIO) will look at all the information provided and communicate directly with the customer and the mover to gain a full understanding of the dispute. They will reach a decision which is legally binding on the member (the mover) based on all the information available.
Most disputes can be avoided in the first place with good communication. A simple misunderstanding at the early stages of a contract can snowball into a stressful dispute. It is perfectly reasonable to ask your mover about any aspect of the job that is not clear, or ask “what if” questions about possible scenarios.
