Really Moving’s Refund Policy Change

Really Moving’s Refund Policy Change

Following a comment made on social media about Really Moving’s refunds for uncontactable leads, we wrote to them for clarification about changes to their policy.

On its own, the addition to their policy seems harsh, but when viewed as part of the overall policy it makes more sense.

Here is Really Moving’s response to our letter;

It has come to our attention that there’s some confusion about marking leads as uncontactable.  I’m really sorry if this is the case.  We work really hard to get it right for our partners and we thought this would be viewed as a benefit.

So I’d like to reassure our partners of the following:

  1. Every single lead you receive from us has been through a double opt-in validation process. This means that you only receive the customers’ contact details once the customer has completed our form and clicked on an email to view their quotes.  If they have entered a false email address which they cannot validate, the lead goes into a big cyber-dustbin.  This has been our policy for many years.
  2. If the lead you receive from us is clearly from a competitor, send it back and you will not be charged.
  3. If the lead is from two people for the same property, or uses a temporary mailbox (we catch most of these), send it back to us and you will not be charged.
  4. If the customer has registered with the same email within the previous 28 days, you will automatically be credited.

Our NEW and ADDITIONAL false leads enhancement is….

  1. If you are unable to reach the lead by email OR phone, then mark it as uncontactable.  If all 5 firms mark it – ie nobody has spoken to or received an email from the lead – you will not be charged.  This can be done once a month as it is a rolling 28 month programme.  We spot check those leads marked as ‘uncontactable’ as they will have already been personally validated by the customer and sometimes have been converted by another panel member.

I hope you agree, this is not bad for £2.50-£4.99 per lead?

Really Moving didn’t mention why they added this new clause, but we’re quite sure it was out of necessity, rather than just giving users more to read.

Before the new clause was added, the system was open to abuse and users could simply mark any lead they had not contacted, (for whatever reason) as “uncontactable”, thereby claiming refunds they were not entitled to.

Although the added clause is not perfect, it is understandable. The real shame is that such a clause has to exist at all in order to stop abuse of the system.

All in all, we still feel Really Moving offers the best value for removals leads. If this ever changes, we will, at the very least, tell our members.


Two New Members

We are pleased to announce two more AIM Members this week.

Ring4Van Ltd and Eazy2move Ltd are both small movers with a commitment to providing a good service.

We look forward to working with both companies to help them grow their businesses.

Ring4Van Ltd has already shown commitment to customer service through joining Checkatrade and receiving good reviews. We hope that both new members embrace the AIM review system as part of their online marketing strategy.


Simply Business Seminar

There are still places available for the Simply Business Seminar on Tuesday 17th May 2016.

At only £90.00, (£45.00 for AIM Members) this seminar could help movers to save hundreds or even thousands annually, so it’s a good investment.

For more information, please email [email protected]


HSE and HMRC Webinar

On Wednesday 18th May 2016 there will be a webinar presented by HMRC and HSE, aimed at small to medium businesses that are growing.

For more information and to register, visit

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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.