How to complain about a removals company
TL;DR: If your removals company damaged items, lost boxes, or provided poor service, first contact them with details. Document everything with photos. Request compensation in writing. If they won’t help, escalate to Trading Standards or the Small Claims Court. Keep all evidence and receipts throughout the process.
Introduction
Moving house is stressful enough without worrying about your belongings. Sometimes removals companies don’t deliver the service you’ve paid for. Maybe they’ve damaged your furniture. Perhaps boxes have gone missing. You might’ve experienced late arrival or unprofessional staff. Whatever happened, you have rights as a customer.
Knowing how to complain about a removals company can protect you and recover your money. Most issues get resolved quickly if you handle them properly. This guide’ll show you exactly what to do when things go wrong. We’ll walk you through each step so you can get the outcome you deserve.
What Should You Do Immediately After Spotting Damage?
Document everything straightaway with photos and videos. Note the date, time, and specific damage. Contact the removals company within 48 hours by phone and email.
Act fast when you spot problems. Take clear photographs of any damaged items before moving them. Video footage works brilliantly too. Write down exactly what’s broken, when you noticed it, and how it happened.
Ring the removals company immediately. Get the name of whoever you speak to. Follow up with an email listing all the damage. This creates a paper trail. Don’t throw away damaged items yet. The company may need to inspect them. Keep all packaging materials as evidence.
How Do You File a Formal Complaint?
Write a detailed letter or email describing what went wrong. Include dates, times, names of staff, and what you want as compensation. Be clear and factual, not emotional or rude.
Formal complaints work better than casual mentions. Set everything out clearly and logically. State what happened first. Then explain the impact on you. Finally, say what you want them to do about it.
Include your invoice number and moving date. Describe any damage or missing items precisely. Explain how long items took to arrive if that was the issue. Mention unprofessional behaviour with specific examples. Don’t use angry language. Stay professional but firm. Most removals companies have complaint procedures. Check their website or ask for this in writing.
What Compensation Can You Claim?
You can claim the repair cost, replacement value, or refund of removal fees. Keep all receipts and quotes from repairers. Most companies offer compensation up to their liability limit.
Compensation depends on your contract and what went wrong. For damaged items, get quotes from repair shops. If repairs aren’t possible, claim the replacement cost. Find similar items at UK retailers to prove the value.
If the service was poor, you might claim a refund of removal fees. Some companies offer 10% to 50% off depending on the problems. Make sure you’ve kept your receipt and contract. Check what insurance cover you had. Some policies cover your belongings. Your contents insurance might help too.
What If the Removals Company Won’t Help?
Escalate to Trading Standards, which handles consumer complaints. They investigate problems for free. You can also use small claims court for amounts under £10,000.
Don’t give up if initial complaints fail. Contact your local Trading Standards office. They’re free and help resolve disputes. Provide them with all your evidence and correspondence.
For larger claims, consider small claims court. The process is straightforward and doesn’t require a solicitor. You’ll pay a small fee to start a claim. The company has to respond. Small claims usually get resolved within a few months. Keep everything organised. You’ll need all emails, photos, receipts, and quotes as evidence.
Can You Get a Refund of Your Moving Costs?
Yes, if the service was significantly poor or items were lost. Request this in writing with evidence. Some companies offer partial refunds without court involvement.
Moving refunds depend on what went wrong. Poor service alone might get a partial refund. Complete service failure could earn you a full refund. Lost items usually qualify for compensation.
Always ask for a refund before taking legal action. Most companies prefer settling disputes quickly. Reasonable requests often get approved. If they refuse, you’ve got grounds for small claims court.
Conclusion
Complaining about removals companies doesn’t need to be scary. Most problems get sorted with a clear, calm approach. Document damage immediately. Contact them within 48 hours. Write formal complaints explaining what you want. Keep all evidence safe. If they won’t cooperate, Trading Standards and small claims court are there for you.
Don’t accept poor service. You’ve paid good money for your move. Find a reliable removals company near you by searching our free UK directory today. Read customer reviews to avoid these problems altogether.
FAQ
What’s the time limit for complaining about a removals company?
You should complain within 48 hours of delivery. For hidden damage, report it within a few days. Legal claims must be made within three years under UK law.
Do I need insurance for removals?
Yes, insurance protects your belongings. Many removals companies offer cover. Check what’s included. Your contents insurance may also cover moving damage.
How much does it cost to take a removals company to small claims court?
Filing fees start at £25 to £100 depending on claim value. Additional costs might apply if you need an expert assessment or solicitor advice.
What evidence do I need for a complaint?
Keep your contract, invoice, photos of damage, videos, quotes from repair shops, and copies of all emails and letters. Written correspondence is crucial.
Can I refuse to pay if the service was terrible?
You can dispute charges with your bank or credit card. However, withholding payment can lead to legal action. It’s better to lodge a formal complaint and negotiate refunds.