Complaints & Communication

Complaints & Communication

Considering the nature of our business, complaints about (and to) removals companies are quite rare. That’s why they seem like such a big deal when they happen.

Maintaining a good reputation is a major part of growing a business and having a good, well documented complaints procedure is vital, (which is why it is a criterion of AIM membership).

Over the last three years, we have discussed complaints with members (and non-members) and have concluded that poor communication leads to a greater chance of a customer complaining.

This seems logical and hardly surprising. Yet a significant portion of complaints can still be attributed to poor communication.

One of the areas of complaint that is most affected by this, is misunderstandings over reassembling furniture. If a customer has been led to believe the mover will rebuild their flat packed furniture, they’re likely to complain when the wardrobe is still unassembled when the truck drives away.

This problem can be avoided by making it clear what the removals team will and (just as important) won’t be doing.

There is ample opportunity to convey this information to the customer. The quote should clearly state who is responsible for dismantling and reassembling furniture as well as any other extraordinary tasks, such as removing and replacing doors or windows for access.

Once the customer is fully aware of what work they are being quoted for, it’s simply a case of ensuring the removals team are also aware, so the job sheet should include all the relevant information.

Of course, there is always the chance that the crew will do work that isn’t on the job sheet, in the hope of getting a good tip, but that’s a different issue.

Learning Zone at the Movers & Storers Show

The Movers & Storers Show offers much more to visitors than supplier stands. The Learning Zone is also very useful and a must for any growing business – especially since it’s the only one of its kind and is available to movers that are not trade association members.

“The thing is that, after a few years in the business, it’s very easy to become a bit blasé about learning. After all, if you have been working for a moving company for 20 years what more can there be to learn? But I don’t think of it like that. The busier we are, and perhaps the more successful, the more important it is to keep up to speed with what’s going on. After all, now it’s not just you and a handful of hopefuls to keep fed; now you have a whole company of hard working souls and their families to keep in bread and water. You need to be sharp.” – Steve Jordan.

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The Association Of Independent Movers
Unit 4, Skills Centre,
Twickenham Trading Estate,
Rugby Road,
Phone:0208 892 0369


COVID-19 Statement

Although there is no rule to prevent them from doing so, not all removals businesses are working during the Coronavirus measures advised by the Government.

Those that are working have been provided with clear guidelines by the Government and supported by AIM, with safe working procedures, specific documents and frequent information updates.

Removals firms

Removal firms are able to operate and should follow the latest government guidance on safer working. Where moves are carried out, social distancing should be followed.
Companies should ensure employees understand how to operate safely and communicate this to customers.

  • Removers should contact the household in advance to check that no member of the household is showing symptoms of coronavirus or self-isolating. If they are, works should be delayed.
  • They should also encourage households to ensure all internal doors are open and surfaces and possessions have been cleaned with household cleaning products prior to them entering the property.
  • No work should be carried out by a person who has coronavirus symptoms, however mild.
  • Removers should wash their hands on entering the property using separate towels of paper towels which need to be washed or disposed of safely after use.
  • Removers should seek to minimise contact with homeowners and remain 2 metres apart from householders at all times.
  • Removers should implement a buddy system and ensure that the same people work together when moving bulky items and furniture.
  • Removers should bring their own refreshments but you should ensure they have access to hand washing facilities, using separate towels or paper towels if possible,
    which should be washed or disposed of safely afterwards.