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

The partial lock-down in the UK has led to many movers wondering if they are required to temporarily shut down their business.

Before you make a decision, please consider the following.

The lock-down is aimed primarily at non-essential retail and leisure in an attempt to slow the spread of the virus.

Transport and freight are considered essential.


If you choose to continue working, there are a few steps you can take to reduce the risk of spreading the virus.

Follow the guidelines issued by the Government and instruct your staff to do likewise.

For domestic removals, clean all door handles and handrails, etc at both premises with an appropriate sanitiser.
Frequently clean all equipment (including vehicle cab interiors) with soap and water or a sanitiser.
Only send the minimum number of staff required (usually 2) to complete the job.
Request from the customer that they ask family and friends to stay away during the move.
Ask the customer to keep their distance during the move.
Don’t do home-visit surveys. Conduct surveys over the phone or by video call.

AIM believes that you should avoid all unnecessary work, but carry out essential work if possible.

AIM can’t and won’t tell you whether you should close your business. That is your decision.